KingPalace Casino - Player’s withdrawal has been delayed.

I have tried to withdraw 1109.9 euros from King Palace Casino originally in July. At that time, they sent me a KYC request, asking for bank statements and more detailed information about the source of the funds. I sent bank statements from the account I used at King Palace for 3 months, which clearly show where the funds used for gambling came from. So the funds came from other gaming sites. At their request, I also sent a screenshot from another gaming site of the withdrawals that have been made to that account, as well as a screenshot of my account information on that gaming site.

These documents were accepted, but then they asked for bank statements from the other account because I have made one transfer from this other account to my gaming account, through which I have played at King Palace. I also sent these bank statements from the other account for two months. So I have not played at King Palace with this other account.

After this, they found transfers from another casino on these bank statements. They asked for screenshots of these again. On the casino website in question, it is only possible to get these transfers in excel format, so I took comprehensive screenshots of these transfers, which are visible in the excel in question. However, these screenshots were not enough for them, they demanded the original excel file, which I think is absurd.

I have provided more than enough documents to prove to them where the playing funds come from. The constant demands are no longer reasonable at any level and such behavior is not part of the normal kyc procedure. Asking for an Excel file is a deliberate exaggeration, because it contains not only withdrawals but also all gaming transactions made on the site. So almost all the rows in the Excel file are irrelevant information to them, except for a handful of withdrawals to an account that I have not even played with at King Palace.

Citing these facts, I demand an investigation into the situation and the withdrawal of the funds to my account.

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Dear patryk_adventonius,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

• Do I understand correctly that verifying the source of income seems to be the only issue? Could you please clarify if you also have a regular income?
• Have you provided any other documents to verify your account? Have they all been approved?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello,

Yes verifying the income seems to be the only issue. I don't see how regular income would be relevant here as it is my gaming account. The transactions there are from and to different gaming sites going back a long time. Thus it is irrelevant in this case to ask for regular income payslip. I have provided them with ample evidence showing that the transacions and funds used in their site are from legitimate sources (other gaming sites). 

As for the other documents, I have provided them all the other basic documents required for KYC-procedure. I have sent them my passport, utility bill and also provided evidence of the payment method used (bank card). All of these documents have been approved.

Hello patryk_adventonius,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, patryk_adventonius. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello,

I will send it to the e-mail you provided.

Hello,

I have sent them now to your e-mail

Dear patryk_adventonius,

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, Martina ([email protected]). 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,

Kristina

Dear patryk_adventonius,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite KingPalace Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

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 patryk_adventonius,

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 Maltese Alternative Dispute Resolution Entity - MADRE (https://madre-online.eu/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.