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