The player from Germany is experiencing difficulties verifying her account. We ended up closing the complaint as ‘unresolved’ because the casino used the AML policy as an excuse not to pay the player her winnings.
Kim Vegas Casino - Player’s struggling to complete the account verification.
Black points: 726
Amount: €600
Kim Vegas Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I played in the Kim Vegas casino and made a deposit and claimed bonuses on 02/03/21.
After implementing the bonus conditions, I can withdraw EUR 600, my account has since been blocked and I can no longer access it.
I was then informed after I sent an email to the casino Kim Vegas to get my winnings paid out that I had to decorate myself.
The usual, ID, proof of address, payment method.
I sent it immediately.
Then I was informed in another email after I had sent the first documents to the casino.
That I should send a selfie + my person in one.
I also did that as quickly as possible and sent the necessary documents to the Kim Vegas casino.
After that too was not enough, the casino sent me an email again, where you can now take another selfie from me, my person including a sheet of paper on which the note should be with today's date and * HI CASINO *
I checked that too and sent it to Kim Vegas casino.
Up to this point I have the fullest understanding, although it is a little strange, because everything is clearly visible for the casino, ID, proof of address, selfie with personal ID, selfie with personal ID + handwritten note.
Now the casino has told me that I should take a selfie again, with personal information, with a personal note and wink / close on one eye.
Here I seriously ask myself what this has to do with KYC and whether that is fair to a player who pays his money into the casino?
I mean I sent everything to the casino with no objections.
However, I just don't think it's normal that you have to make fun of yourself to get your 600 EUR paid out.
I think it is more than obvious that my KYC procedure is complete, several times, I can't explain it to myself for the best part.
Iwann is then also good with the procedure from the KYC and I emphasize again that I sent everything to the casino immediately.
However, I feel more than pissed off with the wink.
Since this has absolutely nothing to do with the KYC process and it should really be reconsidered what you do to a player or person to get the money you have won.
Nevertheless, I wish everyone involved in this all the best and I also hope that this case will be resolved soon.
Kind regards
Bekka
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3 years ago
Dear Rebekka,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
For the future references, when you’ll be asked for a selfie with ID documents, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
Have you been advised what specifically seems to be a problem in verifying your account and why your first two selfies haven’t been accepted?
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,
Petronela
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3 years ago
Translation
Hello, the documents are perfect. Everything is visible and exactly as it should be.
The email says nothing that the documents were not recognized.
It was therefore advised to send further documents.
As I mentioned above, I sent Kim Vegas several times to the casino.
It is not my concern that the documents have not been verified, they are all in order.
It's just about the fact that I took a selfie twice including a note.
Think physically this is more than enough if you are asked to send selfies etc. twice.
It's all about that with the winking eye + selfie + id + note ... I understand that a casino can / may request that.
However, if you are asked to take a selfie of yourself, including all the things, then in my opinion you don't need to send more things where you have to endure grimaces from yourself to carry out a KYC procedure.
Again, the Kim Vegas casino has received all the documents and they are all correct.
Physically 2x more than apparent everything submitted and recognizable.
Wish you all the best.
BEKKA
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3 years ago
Thank you very much, Bekka, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Bekka,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Kim Vegas Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Hello Bekka,
thank you for notifying. I will now ask for details at the department in charge of and will be back to you as soon as possible
best regards
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3 years ago
Hello,
unfortunately, additional verifications can be required by administration of the casino, this is also stated in the terms and conditions. we are kindly asking you to follow the instructions and upload the documents needed following which we will be able to proceed much faster.
This procedure is also a part of our T&C:
"We reserve the right to make a phone call to the number provided in your user account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed".
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3 years ago
Translation
Good day,
Thank you very much to everyone involved to clarify the matter.
Could you please explain after I have the selfie, private note and my ID in my hand that I have sent the whole 2x to him not enough for a KYC?
What exactly are you referring to?
Kind regards
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3 years ago
In accordance with the kyc and anti money laundering policy, we have the right to request additional documents like selfies and source of wealth/source of funds, when the player is considered as a high-risk one. That is why we are still asking you to provide us with the necessary documents.
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3 years ago
Translation
I've already done that several times, selfie, id, private note 2x ... where is the correct difference with the wink?
I think the private note, selfie + ID card is more than enough for a KYC verification.
Especially since, as mentioned several times, this has now been sent to them several times.
You should refrain from such KYC procedures. Or if you request it, request it immediately.
I have now given you the document. Hope to finally get my profit paid out.
Kind regards
BEKKA
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3 years ago
Hi all,
Thank you for your replies.
Bekka, please let me know if it worked out with the provided document.
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3 years ago
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Moin, nothing has happened so far, I have neither received the prize nor has the document been accepted.
All the best
BEKKA
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3 years ago
Hi it was not the requested documents please provide the requested ones thanks in advance and best regards
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3 years ago
Translation
Dear Rebekah,
For additional verification of your account, we would ask to upload the following documents into your profile (Documents tab):
- a document (or number of documents) that shows the transfer of the funds you've deposited into our casino. It depends on the payment system used and can be a statement from the bank account / e-wallet for the last 3 months.
- a document (or number of documents), that shows the origin of the funds used for depositing in our casino, for example salary statement, proof of business ownership, selling a property, an inheritance payment or a divorce settlement, etc.
Thank you for understanding and patience!
Best regards,
Kimvega's support team
This is now the 5th email for further documents.
I really don't understand anymore how one can postpone verification for so long.
Make it easy for both sides, write me an email with the documents you need, then I can sit down and get everything ready for you.
You now take over a week for a KYC verification and ask for something new every time.
In the meantime we have reached a point where you should really ask yourself whether the KYC procedure in this casino is not very problematic compared to others.
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3 years ago
Hi rebekka, other players don’t have this issues and I really try to help you but we have to follow AML and KYC guidelines
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3 years ago
Unter KYC steht die Bezeichnung KNOW YOUR PLAYER.
1st .Request
ID Card
Proof address
Proof of payment
2nd. request
Selfie + ID card
3rd. request
Selfie + ID card + Private note
4th request.
Selfie + ID card + private + wink on one eye.
5th. request
transfer of the funds you've deposited into our Casino
a document (or number of documents), that shows the origin of the funds used for depositing in our casino, for example salary statement, proof of business ownership, selling a property, an inheritance payment or a divorce settlement, etc.
You got all what should be very clear that this is my account and I think with all the documents I have send to you, you should know me know very well.
Money Laundry? That would not make sense, as Im playing with an bonus, deposited playing slots.. Has nothing to do with Money laundry then.
Especially with an 100 EUR deposit...
All this, what you referring to has reached a point what has nothing to do with know you player, this is what you referring to as you make it simple for yourself.
No matter what, this casino is def. highly questionable when it comes to KYC.
Even if this case should be solved one day, gamblers will see the conversations and got to know how it could end for them for an 600 EUR Cash out.
Keep doing what you want to do, just wasting your gamblers time.
Would be nice if you could reply asap to my email I have send to you 1 hour ago.
All the best
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3 years ago
Hi Rebekka,
I chatted with a casino rep by Skype. She will try to get a German-speaking manager to help you.
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3 years ago
Translation
Moin peter, thank you very much for your efforts.
Love from
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3 years ago
Hi, before I hand over to my German colleague I wanted to point out that "the funds i have got owed from a friend of mine,
what has nothing to do with salary. I don't use the money i earn from my work to play in casinos." is not enough and I need to mention that risk assessment and AML+KYC policy contain a wide amount of factors that are taken into account, which, sadly, we are unable to disclose in order to protect an integrity of the risk management policies.
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3 years ago
Dear all,
what has this to do with KYC? Why or where I owe my money from to gamble with it or what else im gonna do with the money I have got from my friend?
This is money I owe from my friend and that should not be in ur interest what im gonna do with the money.
Its totally fine the explanation to answer ur question where I got my funds from.
All the best
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3 years ago
Dear Kim Vegas Casino team,
If you are worried about money laundering or possible gambling problems, why aren't all the checks and verifications made before the player actually makes a deposit and plays in the casino and not after they win and make a withdrawal? Sometimes it's quite hard to prove where the money came from etc. and there is a difference between following the AML rules and breaching someone's privacy. Moreover, the complaint is about €600, not €600000, so I'm not sure if we can talk about money laundering in this case.
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3 years ago
Dear Peter thank you for reply. By law we are not allowed to make a difference between 500 and 600000 euro it’s not the amount but the answer on question that flags something suspicious and we are forced to investigation in this case regardless the amount.
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3 years ago
Thank you for your reply, so what will happen next? Has there been any progress?
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3 years ago
I add now my German colleague
please meet Alexander here he can maybe help faster
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3 years ago
Translation
Moin, thank you very much to everyone involved to clarify this case.
As before, I cannot really understand the allegation or the control on * Money Laundry *.
The difficulties in the Kim Vegas casino started much earlier with the KYC process.
That one asks 3x for selfies with various things that one should present.
Please explain in detail on my question.
What reason do you give for yourself that you have to send a personal, proof of address including 3 different selfies of yourself? Whereby the first two make it 100% clear that the images + documents clearly identify me, do you really have to wink in one eye to verify what exactly?
To what extent, should that be manipulated or something similar, the selfie + ID + private note can only come from me, since you have personal information and based on this, you can check the photo on the ID My physical photo including a private note from your casino requested to match all the data I have given you.
The question has always been left open and bypassed by the casino, why you have to take 3 selfies of yourself.
Furthermore, I see no reason for money laundry ?!
Money laundry, with a bonus and follow the rules including wagering associated with a bonus to launder money?
I find the whole thing really strange and on my part absolutely nothing reflects what you call an explanation ..
You also have to distinguish one thing, because the statement does not really apply, whether 600 EUR or 60,000 EUR.
Money laundry starts with the deposit, not the withdrawal.
In other words, we're talking here in the truest sense of the word about 100 EUR that I have paid.
That means 100 EUR Money Laundry ?!
I'm sorry, but everything you accuse one of * your * players is now anything but fair and completely subordinated.
I will send you all my documents, address, personal ID, ecopayz account, pay 100 EUR to play with the welcome bonus and to commit a serious crime?
The procedure on my person meanwhile has taken all the fun out of playing in a casino.
Wish all the best.
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3 years ago
Translation
Hello,
I try to explain it in German again. AML means understanding the origin of money so that money from forbidden sources is not exchanged. If the source of the money is an unknown friend then this could be used as a cover for exchange.
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3 years ago
Translation
Moin, what do you expect as an explanation?
An unknown friend? how can that be my friend when he is unknown?
The explanation that I got the money from my friend reads from the hand.
For private reasons, I am not allowed to pass on information from another person who has absolutely nothing to do with your casino to strangers.
This would not do myself any favor, as I would pass on private data to third parties without permission.
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3 years ago
Hi all, so what is the solution to this problem? How is Rebekka supposed to prove the origin of the €100? Do I understand correctly that you want the personal information of a person who doesn't have anything to do with the casino? That doesn't sound right or even in accordance with GDPR, especially when we are talking about €100. From my point of view, it looks more like an excuse not to pay the player her winnings.
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3 years ago
Hi reason for AML is to play on own behalf with own money. If you play with others money it violates the AML laws. It’s not decision by us but a legal thing. I think you know AML regulations, the reasons of AML guidelines is to avoid that people use money of anonymous source and bring it to the legal money circulating.
the question for source of money does not violate GDPR we are even forced to ask for source by AML guidelines to avoid anonymous sources and law makes no difference of amount of money if an answer to a question raises risk warning. Best regards
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3 years ago
Translation
Why do you say that I play with other players?
There is absolutely nothing wrong with playing in casinos, what I do with the money I borrow from someone, it has absolutely nothing to do with breaking any rule.
That evening I borrowed EUR 400 to play in the casino because I was waiting for my employer to pay out.
The money I borrowed was paid back to my friend immediately.
In addition, this friend currently lives with me, that is .. Honesty today is probably not what you expect, much more I should have lied where the source of money comes from and then the problem would have been so fine ... Absolutely ridiculous meanwhile.
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3 years ago
Hi, thank you for your replies. Since the case doesn't seem to lead anywhere, we are closing it as "unresolved" in favor of the player. If the casino is so worried about money laundering, it should do all the checks and verifications before it accepts player's deposits and not use the AML policy as an excuse to not pay the winnings. Secondly, the casino wouldn't do these checks if the player lost her money. I'm certain that nobody would investigate where the money came from and refund the player.
Best regards,
Peter
