KingPalace Casino - Player experiences delayed withdrawal and verification issues.

Deposited by interac a small amount and got lucky.

Upload identification was verified.

Was then advised further verification needed

Strenuous and intrusive verification process.

Bank statement,payslips and more.

Finally verified and then advised my interac withdrawal would be processed.

Next day funds suddenly appeared in my account with no explanation. I was advised that there was a problem with a third party vendor. Strange as Interac are usually very easy transactions to process.

Was then advised to deposit by another method then I could withdraw.

This included much better and pays which I don't trust and Visa which I don't have.

Strange that to receive my funds I have to deposit more.

They then said the failed withdrawals were bankwithdrawals and I should select interac. This is not an available option.

Just getting the run around. Not my first rodeo they are I at waiting for me to spend the winning.

Dear Kparker1,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Have you attempted a withdrawal request repeatedly?
• Could you please share a screenshot from the cashier showing which payment options appear available to you?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas I have submitted everything by email.

Please review

Thans for your emails.

Did the casino explain why your payout failed and was returned to your balance?

Did the casino suggest using an alternative payment method to withdraw your winnings?

Please let me know.

Dear Kparker1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.