KingPalace Casino - Pelaajan kotiutus viivästyy liiallisten dokumenttipyyntöjen vuoksi.

Won €3533 at this casino, this was my second withdraw the first time I won at this casino it was a smaller amount of 4-500 and they paid me.

Now when I won bigger they directly starts to ask me for extra documents.

First they wanted proof of payments and invoices from my work.

Then when I submitted that they asked me for tax return, I told them I can get a tex return and send them but it will not reflect anything from my work since I just got back to New Zealand just over half a year ago after living in Thailand for a few years.

Then they wanted all transactions from my crypto account for the last 3 months, I downloaded it but since it was in CSV format they claim they did not receive it and I had to convert the files to pdf and that was very complicated since they could only receive small files.

Anyway after I provide that they say its not good enough beacuse it dont display my details.

Then I had to contact my crypto accounts support and they told me CSV is the only available source but they said they can make a documet for me with all transactions in and out and also all my details included.

Took a while before they sent me this but when they did I sent it to Kingpalace directly and ofcourse when they got that document they just ask for more.

I dont see how my old records from living in Thailand have anything to do with this and also why didnt they request this for my previous withdraw and most important, why dont they do these checks when I deposit?? Why only do all this when I win bigger?

In the transactions statement they got from me I have withdraws from other casinos and should that not be grounds enough to show where my money coming from?

Also they claim their license says they have to do these checks, if that is really true then for sure they should make these checks already at the deposit stage? Or else they would be breaking their license terms since they receive money without checking where its from?

Other casinos that I have received withdraws from have the same license as KingPalace.

Anyway I come to you casino.guru because I think they are just asking for more and more stuff with no grounds and im tired of it.

Dear winstoncarter131,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly. As you pointed out, the vast majority of licensed casinos will verify the source of funds only after a withdrawal is requested. Source of funds checks are triggered after a certain volume of deposits/withdrawals is requested.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Could you please describe where your income mostly comes from and what you believe would be the best way to prove it?
• Could you please explain how much you deposited in the casino and what was your gaming activity overall (which games you played, which bonuses you've taken advantage of, how much you wagered)
• 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

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Ok I understand verification is important but they just ask for more different documents every time they accept one I have sent.

Sent ID, Proof of address, loads of pictures of my payments and also bank statements showing these money arriving in my account, All transactions from my crypto account, and then letters/statement made by the crypto exchange themself with all my info and transactions.

Right now im self employed. But I played with crypto and my crypto have nothing to o with my self employment so my work should not matter. And my crypto is from years ago I have never even deposited any fiat ever, originally got crypto by basicly giving friends cash and receiving crypto, and some airdrops years ago, and between that been using mainly crypto when I lived in Thailand, years of buying and selling and transferring between accounts and wallets, for periods being paid in crypto by different projects for "chilling projects"(basicly writing about and promoting crypto online in forums etc). And transfers to friends back and forth. Its basicly like opening a can of worms to even try to show where funds originated from etc.

I played a couple of times first I think but not sure but I won a smaller amount of 4-500 earlier and no questions asked when withdrawing, just now when I won bigger.

I had used some bonus I got in email from them, I wagered the whole bonus wager else I could not withdraw.

I only play pokies

Ok I forwarded the email conversation I have with them

Thank you very much, winstoncarter131, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello winstoncarter131,

It's Michal again, and I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite King Palace Casino to join the conversation.

Dear King Palace Casino,

While we understand that various documents can be requested from the player for the KYC process, it looks like the player has provided you with the evidence you requested. What other, if any, documents are still required to finish the player's KYC verification?

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via Teams or at michal.k@casino.guru

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.

They closed my account now when they saw I have a pending complaint at your website.

You see what kind of scammers they are

Dear winstoncarter131,

I was just about to provide you with an update. I am in touch with the King palace team outside of this thread.

The casino team has repeatedly requested that you provide them with verifiable documentation necessary to verify both the Source of Funds (SOF) and Source of Wealth (SOW).

Although you did provide them with some documents, the provided materials so far have been insufficient, and they were not able to reasonably link the declared income to your actual deposit behavior. The screenshots of your wallet or what seems to be untraceable crypto activity, sadly, do not fulfil the necessary criteria to be accepted as verifiable documentation.

While I understand that your life circumstances are "not standard", but every player must provide the necessary verifiable documentation to successfully pass the KYC and AML process, of which the Source of Funds (SOF) and Source of Wealth (SOW) are important parts.

Are you able to provide the casino team with the required verifiable documentation for the Source of Funds (SOF) and Source of Wealth (SOW)?

Dear winstoncarter131,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru