Kyngs Casino - Pelaaja kohtaa peruutuskomplikaatioita ja rajoituksia.

Good evening, I created an account in a casino created on March 20th according to the information I've gathered.

It's called Kyngs5.com, I loaded my account with 30€ and got a fantastic 300177€. I have sent several documents for approval so that I can make withdrawals and they are rejected asking for unnecessary documents as well. Sometimes because of the address, sometimes because they want a complete bank statement for the whole month of March when I have already sent proof of deposit from my bank which mentions my name and the payment made on the website and they continue to create obstacles and complications.

There are also limits imposed by having VIP status, those who have the minimum status are only allowed to withdraw 700€ a day, 9000€ a month. In other words, it would take me another year to withdraw all my money from the site.

I would appreciate it if you could help me with both the approval of documents and the withdrawal limits imposed by the casino.

I'm looking for a solution so that I can withdraw my money safely and if not in full, at least 20,000/30,000€ per day or month.

Please help me, I just want to receive my winnings.

Boa noite, criei conta num casino criado a 20 de Março pela informação que recolhi.

Chama se Kyngs5.com, carreguei a minha conta com 30€ e consegui uns fantásticos 300177€. Enviei varios documentos para aprovação para que possa efetuar levantamentos e sao rejeitados pedindo documentos desnecessários tambem. Ora por causa da morada, ora por querem um extrato bancário completo do mês todo de Março quando ja enviei os comprovativos de deposito pelo meu banco onde menciona meu nome e o pagamento efetuado no site e continuam a criar entraves e complicações.

Tambem existe limites impostos tendo o estatuto VIP, quem tiver o minimo estatuto apenas deixam levantar 700€ diários, 9000€ por mês. Ou seja, levaria mais 1 ano para levantar meu dinheiro na totalidade no site.

Gostaria que me pudessem ajudar seja com aprovação dos documentos, seja com os limites de levantamentos impostos pelo casino sem nexo.

Procuro resolver isto para que eu possa levantar meu dinheiro de forma segura e senao der na totalidade, pelo menos que dê 20.000/30.000€ por dia ou por mês.

Ajudem me por favor, so quero receber meus ganhos.

Dear AndreDuarte10,

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 and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

Furthermore, I checked the General T&Cs and I found this:

• Do I understand correctly that your VIP status is currently at Level 1?

If that is the case, I am afraid that we are not in a position to force the casino to process your withdrawals according to different VIP levels no matter how much money you have in your casino account.

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

Best regards,

Kristina

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.

Good morning, regarding the document check they have already asked me for selfies + a sentence saying: Ola kyngs and the supposed date. I've already sent them all the documents they need. They say they've already passed the information on to the department and the documents are still pending.

As for my VIP status, I think yes, it is level 1, but I try a lot of money and the site itself should clearly allow more daily and monthly withdrawals so that I can withdraw my money as quickly as possible otherwise it would take me more than a year to withdraw all my money.

I'm looking for you to resolve this situation for me, I want my documents approved and I want you to resolve the withdrawal situation. They have to allow me to withdraw more money every day!

It's ridiculous to set monthly and daily withdrawal limits.

Who can guarantee that I'll get all my money?

300mil and more than 1 year to withdraw all my money is surreal. Please solve this for me so that I can withdraw my money by reaching an agreement with the casino itself.

Bom dia, sobre a verificação dos documentos eles já me pediram selfies+ uma frase dizendo: Ola kyngs e a suposta data. Ja enviei todo o tipo de documento que precisam. Dizem que ja passaram as informações ao departamento e continua pendente os documentos.

Quanto ao meu estatuto VIP, penso que sim, seja nivel 1, mas eu tento imenso dinheiro o próprio site deve claramente permitir mais levantamentos diarios e mensais para que eu possa levantar meu dinheiro mais rapidamente possível senao levaria mais de 1 ano para levantar meu dinheiro na totalidade.

Procuro que me resolvam esta situação, quero meus documentos aprovados e quero que resolvam a situação dos levantamentos. Têm de me permitir levantar mais dinheiro diariamente!

Isso é ridiculo definir limites de levantamentos mensais e diarios.

Quem me garante que eu recebo meu dinheiro todo?

300mil e mais de 1 ano para levantar meu dinheiro na totalidade é surreal. Resolvam me isto por favor para que eu consiga levantar meu dinheiro chegando algum acordo com o próprio casino

I've already sent the transactions in a PDF file of the payments on the kyngs casino website and they reject them, saying they want to see the transaction history for the whole of March. My bank statements are always updated on the 14th of each month.

I leave here the two proofs of my payment history on the kyngs site and they reject them and want a complete bank statement.

Ja enviei os as transações em ficheiro PDF dos pagamentos no site do kyngs casino e rejeitam, dizem que querem ver o histórico de transações do mes de Março todo. Os meus extratos bancários são atualizados sempre ao dia 14 de cada mês.

Deixo aqui as duas provas do meu histórico de pagamento no site kyngs sendo que eles rejeitam e querem extrato bancário completo.

Thank you very much for your reply, AndreDuarte10. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good evening, I've sent you an email.

The website asks me for proof of a new address when my address is the same, it asks me for a birth certificate, I don't understand why it asks for that. It asks for a letter in my parents' name for proof of address.

I've already sent my bank statement, they accept it and say that you can see that I've made the deposits on the website, but they ask for it to be a statement from the bank itself, I don't understand.

I just want to get my money because I won it fairly.

Boa noite, enviei email para si.

O site pede me prova de novo endereço quando meu endereço é o mesmo, pede me certidão de nascimento não entendo porque motivo pedir isso. Pede uma carta no nome dos meus pais para prova de endereço.

Ja envei o meu extrato bancário, eles aceitam e dizem que se vê que fiz os depósitos no site mas pedem que seja um extrato do próprio banco mesmo, nao entendo.

So quero receber meu dinheiro pois ganhei o de forma justa.

Thank you very much, AndreDuarte10, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

I've already been approved and withdrawn €750. Now they're making life difficult for me with the rest of the withdrawals, they say it can take up to 7 working days when on the website it says up to 72 hours for a withdrawal to be approved.

It will take me 3 years to withdraw all my money.

Eu ja consegui aprovação e ja levantei 750€. Agora estão a complicar me a vida nos restantes levantamentos, dizem que pode ir ate 7 dias uteis quando no site diz ate 72h um levantamento ser aprovado.

Vou levar 3 anos ate levantar meu dinheiro na totalidade.

Hello AndreDuarte10,

My name is Stefan, and I will take care of this complaint from now on.

Could you state what is your current VIP level in the casino?

I'll be awaiting your reply.

Hello good morning, my VIP level I think is the first, 700€ a day, 9000€ a month.

I've only received €750 so far and I have 3 pending requests on the site.

The terms and conditions for withdrawals are 72 working hours until the withdrawals are approved and they told me in the chat that it can be up to 7 working days. They are not being consistent in this respect and it has been difficult to receive my money. They should give me more daily and monthly limits and less hassle to withdraw my winnings.

If I carry on like this it will take me 3 years to withdraw my money in full. I would like the site to resolve this.

Ola bom dia, meu nivel VIP penso que seja o primeiro, 700€ diarios, 9000€ por mês.

So recebi ate agora 750€ e tenho 3 pedidos pendentes no site.

Os termos e condições de levantamentos sao 72h uteis ate a aprovação dos levantamentos e disseram me no chat que pode ir ate 7 dias uteis. Nao estão a ser coerentes nesse aspeto e tem sido dificil receber meu dinheiro. Deviam me dar mais limites diarios e mensais e menos complicações para levantar meus ganhos.

Se continuar assim demorarei 3 anos para levantar meu dinheiro na totalidade. Gostaria de resolução disto por parte do site.

Dear Kyngs Casino,

Would it be possible to increase the player's withdrawal limit? Three years is a long period of time to withdraw all the funds.

I'll be awaiting your reply.

Thank you very much for the question to the casino itself so that I can receive my winnings more easily and quickly without any problems. I would like to be able to receive my winnings more easily.

Muito obrigado pela questão feita ao próprio casino para que eu posso receber os meus ganhos mais facilmente e mais rapido sem problemas. Gostaria de ter mais facilidades de receber meus ganhos.

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 CasinoGuru and Andre,

Thank you for bringing this matter to our attention and for the opportunity to clarify the situation.

At Kyngs, we are committed to providing a secure, fair, and enjoyable gaming environment for all of our players. Part of this commitment includes strict adherence to verification processes in order to ensure the security of our platform, prevent fraudulent activities, and comply with regulatory requirements.

Upon reviewing the case, we would like to share the following:

- The player initially registered with an address that could not be verified with the documents provided.

- Throughout the verification process, the player supplied several different clarifications regarding the address used during registration, which led to additional document requests to ensure the information was accurate and current.

- Some of the documents provided during the verification process were insufficient due to missing key details (such as the account holder's name), low quality, or appearing to be altered. For security and regulatory reasons, we required original, high-quality documents to validate the player's identity and residency.

- As part of an enhanced verification procedure, the player was also asked to submit a selfie holding their ID and a document confirming their address, which they eventually provided satisfactorily.

We appreciate the player's cooperation and patience throughout this process. We acknowledge that the verification took longer than usual due to the multiple clarifications and the need for complete, authentic documentation.

Regarding the withdrawal limits:

- As stated clearly in our Terms and Conditions, withdrawal limits vary depending on the player’s VIP level.

- Unfortunately, these limits are applied consistently to all players and cannot be individually adjusted or bypassed, even in cases of significant winnings.

- The player can continue to make regular withdrawals up to the maximum amount allowed according to their current VIP status.

At Kyngs, we deeply value our players and strive to maintain the highest standards of integrity, security, and compliance. Our verification procedures are designed not only to protect the casino but also to safeguard the players' accounts and ensure that winnings are paid to the rightful individuals.

Throughout the entire verification process, our team remained available to assist the player and provided continuous support to ensure he received all necessary guidance and help.

We are pleased to confirm that the player’s verification has now been successfully completed. The player has already requested withdrawals, which have been processed in accordance with the withdrawal limits stated in our Terms and Conditions.

Additionally, we reached out to the player via email to inform him about the applicable withdrawal limits and to reassure him that our team is always available to assist with any questions or provide further support if needed.

Thank you again for your understanding and cooperation. We remain committed to offering a secure and positive gaming experience to all our customers.

Sincerely,

Kyngs Support Team

Hello AndreDuarte10,

I am glad to hear that you have passed the verification. It appears that the casino is not willing to increase the withdrawal limits unless you reach the higher VIP status. The casino is acting within its terms & conditions and there is nothing that can be done from our side, I am afraid.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.