KingPalace Casino - Player’s account has been closed without justification.

Dear Casino Guru,

I am writing to file a formal complaint regarding KingPalace Casino, following a highly frustrating and unfair experience involving excessive document requests, lack of transparency, and ultimately the closure of my account without prior notice or proper justification.

Background:

In July 2025, I requested a withdrawal from my KingPalace Casino account. Shortly after, the casino declined my withdrawal and asked me to submit identity verification documents — such as proof of ID, proof of address, and payment method screenshots. I promptly submitted everything required.

Then the situation escalated and they began demanding more and more documentation, including:

-Full PDF bank statements from my Revolut and Skrill accounts

-Payslips and income documentation

-Proof of housing or student benefits

-Source of funds statements covering my deposits

-Eventually, even complete statements for the card I used to top up my Revolut account, to show where that money came from

Even more confusingly, the request for these documents was sent from the email address of their sister site, Conquestador Casino — which I found completely unprofessional and misleading. I had already completed full verification on Conquestador in the past, and I pointed this out, hoping they could cross-reference the data. But they insisted on starting the process from scratch.

Despite this, I still uploaded all the requested documents again, including both proof of income and source of funds. I explained that I had no recent salary income as I was a student, and my gambling funds came from past earnings, savings, and previous wins.

Instead of accepting the full financial picture I provided, the casino began to cherry-pick individual transactions, demanding full statements tied to specific Revolut top-ups — a level of scrutiny that felt clearly designed to frustrate or disqualify my withdrawal.

After weeks of attempting to comply, I became deeply discouraged. The constant back-and-forth, the feeling that no document would ever be enough, and the overall tone of their requests left me emotionally drained and frustrated. I lost the motivation to keep fighting, as the whole experience had started to affect my well-being and left a bad taste.

Several months later, I attempted to log back into my KingPalace account, only to find it already closed, with no warning or prior communication.

I contacted live chat to ask what was going on. Only after this did I receive an email stating that my account had been closed "in line with regulatory requirements," referring vaguely to clause 8.3 of their Terms and Conditions. No specific rule violation or explanation was ever given.

Summary:

-I complied fully with all verification requests, even re-uploading all income and source of funds documentation.

-The casino’s requests became increasingly invasive and unreasonable.

-One of the most critical document requests came from a different brand’s email address (Conquestador), which added confusion and raised doubts about their internal handling.

-After a period of emotional burnout and discouragement, I stepped away from the matter.

-When I returned, my account had been closed without notice, and I had never received a formal explanation.

-No accusation of fraud or rule-breaking was made. My balance and winnings were simply confiscated.

I find this behavior highly unethical. It appears to be a deliberate strategy to avoid paying out legitimate winnings by creating impossible hurdles under the pretense of regulatory compliance.

I respectfully ask Casino Guru to assist in resolving this matter, or at the very least, to make this case visible to warn others.

I attached some email between me and the casino but there are propably dozens of times that I had to go through live chat with them and ofc only they have access to these discussions.

Thank you for your time.

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Stay safe.

Dear jata103,

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

To better understand your case, could you please provide the following details:

• When exactly did you submit your initial withdrawal request, and what was the requested amount?
• Did you provide all the required documents promptly and in the correct format?
• On which date did you submit the required documents?
• Can you confirm the date when your account was closed?

I hope we will be able to assist you in resolving this issue as soon as possible. Thank you in advance for your cooperation and reply.

Best regards,

Petra

Hello,

the date was 26.7.2025 and the amount 1469€. I think I gave them total of 4 or 5 sets of documents because every time they asked for something else after first making me wait for weeks for them to accept the previous ones. Some of these sets of documents were uploaded to their website, thus these are not included in the emails although you can see they "thanked" for the uploaded documents in the emails.

What happened is that they just kept asking for more and more documents including single payments and credit card top ups making it seems like they are running some counter-terrorism taskforce instead of internet casino.

About the closing of my account, I don't know the exact date because they never informed me about it. I discovered this first time when I tried to log into my account again on 30.11.2025.

Hope this clarifies.

Thank you for your reply and for providing the previous details, jata103.

• Is there any possibility that your actions may not have been in accordance with Rule 8.3 of the Terms & Conditions?
• Do you have any reference numbers or ticket IDs related to your communication with the casino’s support team?
• Additionally, could you please provide any further communication you had with the casino after your account was closed? This may include screenshots, emails, or chat records. You may send all documents to petra.h@casino.guru or post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

Dear jata103,

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.

Dear jata103,

Thank you for your reply and for providing the previous details.

• To help us better understand your case, could you please provide us with your game history?
• Additionally, if you have any further communication with the casino, we would appreciate it if you could share it with us. This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Hello,

I played at the casino last year several times because they offered me a lot of deposit bonuses which I like to play. About the communication, I have already shared everything that I have in document form. I'm not sure what you are asking. You want me to send the same email copies to your email? I will do that.

Dear jata103

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello jata103,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear KingPalace Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jata103,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/) and submit a complaint to them, since the Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Lucia S