The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing additional verification. We are rejecting this case because player was using VPN. Then we've received an email from the player that it has been paid in full.
Kim Vegas Casino - Player’s struggling to complete the account verification.
Amount: NZ$1,700
Kim Vegas Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.1
Kim Vegas Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
The casino in question no longer allows me to withdraw my funds after having previously verified and approved all my documents. To date I have made 14 withdrawals with Ecopayz, MiFinity and CoinsPaid and as many deposits. Having recently achieved a substantial win of NZD 9,433.30 , I recently requested part of the money due through a withdrawal of NZD 1,700 which was refused several times without justified reason with the excuse of having to attach an additional identity document not It is necessary that among other things I do not possess as by law it is enough to have one (the one already verified by the casino at the time or my Italian driving license). They even made me upload my passport which expired in September 2020 and then see me refuse it again! And then they send me welcome to the vip club by email? !!!!! Would this be their WELCOME?
Automatic translation:
Public
Public
3 years ago
Dear Nemokid,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that providing another picture ID seems to be the obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
They do not just trust the sticker placed on the back of my driving license now and ask for another ID that I do not possess as I only have the passport which expired in September 2020 and the CIE that has a cost I will do it in due time as it is enough for me by law to possess only one equivalent identity document which is the Italian driving license. My choice to have only one document is dictated by common sense and a simple matter of convenience, that's all. Now the Manager Vip Charles has contacted me and is seeing if he solves the situation (he too has expressed doubts about the authenticity of my document for this blessed stamp)! I don't know how to explain it to him anymore, he seems to speak Turkish! At the moment my documents are on standby (orange), he asked me for an expired passport, a tall selfie with my driving license ... I had also attached a self-certification of personal identity pursuant to law 15.5.1997 n. 127 and DPR 355 of 26.1.999. The serious thing is that up to now I have made many transactions both in deposits and withdrawals without any problem. At the time of the big win they changed the results of the approvals that took place on January 18 (very serious thing). First they approve the documents and then they deny such approval and in chat the Assistance denies the evidence by declaring the false! A truly unpleasant situation to say the least! Luckily they also sent me the welcome email as a VIP player !! Let's see what happens now, I trust Charles who answered me by email but ignorance is a big ugly beast!
Edited
Automatic translation:
Public
Public
3 years ago
Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
Public
Public
3 years ago
Hello Nemokid,
I looked at your complaint and will do my best to help you. I would like to invite Kim Vegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
Public
Public
3 years ago
Good mornibg, how are ypu dpibg? The passporr expired more then 6 months ago we just requested an actual valid passport. As soon as the player will upload a valid and not expired passport we can process the withdraw best regards
Public
Public
3 years ago
Hello how are you doing? As soon as you have a valid actual passport that is not expired more then 6 months we are happy to process the withdraw immediately. Best regards
Public
Public
3 years ago
Translation
How am I my stranger friend (you don't even dare to introduce yourself by name)? How do you want me to be dear unknown! I inform you dear unknown that you have already fully verified my gaming account with my driving license which replaces the passport according to the law which is not mandatory + proof of address + proof of deposit + selfie ID.
So if you do not pay the winnings I will sue you for embezzlement and I also ask you for damages! You have now crossed the line. Please Viliam who reads me to contact the Curacao ADM immediately as they are properly licensed and behave illicitly in this manner. Asking for a document equivalent to the one they have already verified and approved is illegal and unjustifiable conduct for the purposes of a verification procedure already carried out and completed some time ago. This fact is very serious because it testifies to the casino's willingness to deliberately delay the payment of the winnings by creating avoidable impediments with an absurd proof such as the one communicated now. Nobody can blackmail a person in this way who has the obligation to fulfill is you certainly not me! PAY THE WIN SINCE YOU HAVE ALREADY CARRIED OUT THE COMPLETE VERIFICATION OF MY IDENTITY TIME BEHIND, YOU HAVE IMMEDIATELY COLLECTED ALL MY DEPOSITS, YOU HAVE PAID ME WELL 14 TIMES AND AT THE TIME OF A HIGH WIN YOU HAVE TRIED ILLICITLY TO MODIFY DOCUMENTS APPROPRIATELY PAY AS LATE AS POSSIBLE (I HAVE ALL THE DOCUMENTAL PROOF OF THE CASE)! SHAME YOU ARE A BAD CASINO !!
Edited
Automatic translation:
Public
Public
3 years ago
The passport you sent was expired and you jumped between a lot of login countries. I think in case of jumping IP adressses/jumping payment methods/NZD currency from Italy and an expired passport it’s an absolutely normal question to ask for a valid passport that not expired more then half a year ago. A passport renewal is not any blackmailing..
i already stated that we pay the winnings as soon as an actual passport is uploaded and not one that expired more then 6 months ago.
Public
Public
3 years ago
Translation
Hi Viliam,
I have just inquired about the possibility of further verifying the gaming account without having to present the passport which would constitute a duplicate of an identity document already presented and approved by the casino therefore useless for the purposes of a correct KYC verification, this option consists in sending at the casino a SELFIE with the inscription HI KIM VEGAS 24/07/2021 (I repeat there is absolutely no need for any passport to be presented because in the presence of a valid identity document such as the driving license it replaces in all respects by law the passport or the European identity card regardless of the misleading opinions of Mr. UNKNOWN). This method is used in order to strengthen where it was really needed the secondary KYC verification process to guarantee one's personal identity as well as for the selfie ID (which I have already attached to you some time ago). Therefore, I invite the "gentlemen" of the casino in question to check this document as soon as I have uploaded it to my profile, honoring the debt accrued to me without hindering the withdrawals that I am going to request.
PLEASE NOTE
This verification process is currently used by several online casinos both of Dama NV and not.
Regards.
Edited
Automatic translation:
Public
Public
3 years ago
Hi, as i mentioned before we need a valid passport that is not expired mor then 6 months to process the withdraw.
Public
Public
3 years ago
Translation
YOU DON'T NEED A NICE NOTHING AT THIS POINT YOU HAVE ALL THE NECESSARY DOCUMENTATION BEYOND THE ONE DUE TO MAKE THE PAYMENTS DUE TO ME!
You are illegally asking for a document that you have already approved on January 18 or my driving license just to make me waste more time in withdrawing my money and making me spend unnecessary money that I do not want to spend! I warn you that the complaint with international letters rogatory is triggered instantly and you will compensate me for damages! Casino warned, half saved. Pay without inventing other stories and that's it! If I close the account you have to send me the money anyway otherwise I will have the license removed (I personally come to Curacao!), Consequently you fulfill your duty which is to pay without hindering me further!
Edited
Automatic translation:
Public
Public
3 years ago
After the passport expired for more then 6 months you made several changes in payment methods and IPs in shortest timeframes so we just request a valid and actual not expired passport foto to process the withdraw.
Public
Public
3 years ago
Translation
Such receipts are illegitimate. It doesn't take anything further to withdraw your winnings. You completed the verification on January 18th WITH MY PHOTO AND DOCUMENT ISSUED BY THE GOVERNMENT + FURTHER SELFIE WITH ID, full stop! The rest are just excuses and baseless presumptions for not paying your winnings now. You are a ridiculous casino and you are getting a good reputation as I can tell from the reviews read to date (you are in fact repeat offenders). For the recognition of personal identity, a valid or not expired identity document bearing a photo and issued by a government body is sufficient. As a further verification, the so-called selfie ID or current photo with id in hand or a self-certification in accordance with the law in which you declare with a photo attached to be that person is allowed (sports athletes use it and I have been) !! Among other things, I worked for a long time in the private police and I made some identifications of people !!! SO FINISH TELLING JOKES AND PAY AS MUCH DUE! YOU HAVE EXCEEDED ALL DECENCE LIMITS !! DO YOU WANT AN EXAMPLE? I PLACE IT NOW FROM ANOTHER CASINO WHERE I OPEN A GAME ACCOUNT (NATIONAL CASINO HAS JUST APPROVED MY LICENSE + SELFIE ID NOW). PAY AND THE QUESTION IS CLOSED BONLY !!
Edited
Automatic translation:
Public
Public
3 years ago
Hi the most easy way is that you either renew your passport as it’s expired more then 6 months or you apply for an Italian ID card https://en.m.wikipedia.org/wiki/Italian_electronic_identity_card
Public
Public
3 years ago
Translation
THE PASSPORT IS NOT NECESSARY AS THE CIE. YOU HAVE ALREADY COMPLETELY VERIFIED MY GAME ACCOUNT ON 01/18/2021 WITH SO MUCH OF APPROVAL OF MY DRIVING LICENSE, ADDRESS PROOF AND DEPOSIT MADE , ALSO YOU HAVE USELESSLY WANTED THE SELFIE ID DOCUMENT THAT REPLACES IN CASE OF FAILURE OF ADDRESS PROOF . I INTIMATE YOU TO PAY HOW MUCH YOU DUE TO ME. YOU ARE IN DEFECT AND NOT EVEN A LITTLE! WE ARE STRICT OR PAY OR TAKE SERIOUS MEASURES, WARN!
Edited
Automatic translation:
Public
Public
3 years ago
Translation
I STRONGLY AND DARE THE CASINO TO APPROVE OR LESS THE ATTACHED DOCUMENTS NOW PENDING FOR SEVERAL DAYS, IN ADDITION TO THE T&C SHOWN ON YOUR SITE! IN PARTICULAR, THE DRIVING LICENSE IS STRONGLY PENDING TODAY WHICH HAS ALREADY BEEN VERIFIED AND APPROVED ON 18/01/2021, THEN NOT APPROVED LATER THEN TO BE APPROVED AGAIN ON 22/07/2021.
THE CURRENT SITUATION
Edited
Automatic translation:
Public
Public
3 years ago
Hi the Account jumped between several payment methods and IPs and the passport expired for more then 6 months
Public
Public
3 years ago
Translation
THE ACCOUNT HAS PASSED BY DIFFERENT PAYMENT METHODS
THE CUSTOMER CAN CHOOSE ANY KIND OF PAYMENT IS WRITTEN IN YOUR T&C !!
ARE THE IPs DIFFERENT?
THEY ARE DYNAMIC AND ARE RENTED BY THE TELEPHONE OPERATOR VODAFONE AND LICENSED TO USE THEIR END CUSTOMERS FOR THE USE OF THE INTERNET, WHERE IS THE PROBLEM?
THE PASSPORT
IT IS NOT NECESSARY UNDER THE LAW AS THE LICENSE HAS THE SAME LEGAL VALUE, DRIVING LICENSE THAT HAS ALREADY BEEN VERIFIED AND APPROVED BY YOU ON 18/01/2021 DEFECTS IN THE SUBSEQUENT WITHDRAWALS YOU HAVE NEVER MADE HISTORIES ABOUT THE PAYMENTS (14) TO THE SUBSCRIBED! FURTHERMORE, THE PASSPORT IS NOT PRESENT IN THE ATTACHED DOCUMENTS BECAUSE IT IS EXPIRED, BUT THE DRIVING LICENSE IS PRESENT THAT IS NOW PENDING BEYOND YOUR T&C AND THAT ON 01/18/2021 YOU HAD APPROVED, THEN DISAPPROVED AT THE TIME OF THE REQUEST 21 / 07/2021 THEN AGAIN APPROVE IT 22/07/2021 AND FINALLY PUT IT BACK IN THE PENDANT STATE !!!!
IN ADDITION, ON MORE THAN 15 ACCOUNTS OPENED AT DAMA NV THE ONLY ONE WHO ARE RAISING THESE ISSUES ARE ONLY YOU, THE OTHER CASINOS ALWAYS PAY MY WINNINGS REGULARLY! I REPEAT YOU ONLY HAVE TO BE SHAME !! BUT READ WHAT ONE WRITES OR ARE YOU COMPLETE SCEMI?
YOUR JUSTIFICATIONS DO NOT FIND ANY FOUNDATION IF NOT THAT OF NOT WANTING TO PAY THE REGULAR WIN WIN OBTAINED BY THE SUBSCRIBER, YOU ARE ONLY THE PRESUMPUS IGNORANT WHO DO NOT EVEN HAVE THE COURAGE TO SIGN UP!
KINDLY ASK CASINO.GURU TO DIRECTLY CONTACT THE MANAGER OF THE CASINO MICHAEL GREENFIELD SO THAT THE CASINO COMPLIES WITH THE GAMING CONTRACT AND PAYS AS DUE TO ME, IN DEFECT THE COMPANY DAMA NV WORKING UNDER SPECIFIC LICENSE HERE:
Edited
Automatic translation:
Public
Public
3 years ago
Dear Igor,
Casino has provided evidence that you were using VPN while accessing their website. That is a violation of their T&C's, point 4 "Using VPN is strictly prohibited and may lead to confiscation of winnings.". Unfortunately, after gathering all the necessary information we'll reject this complaint as unjustified. If you are not satisfied with our conclusion you can contact Curacao gaming license at this email address: certria@gaminglicences.com. I'll set an additional timer for 7 days in case that you want to add something, otherwise after a week I'll reject this complaint.
Public
Public
3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
Public
Public
3 years ago
We’ve reopened this complaint as per the player’s request. Additional comments from player:
„I inform you that the casino in question paid my winnings of approximately 9,300.00 NZD in full and quickly despite the presumptions made against me, testifying to my total fairness in playing at that casino.
Greetings."
Public
Public
3 years ago
Dear Igor,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
