King Dice Casino - Player is unable to complete account verification.

Kingdice are doing everything to complicate the verification process in hope to keep my money as they shut down their business by the end of this month.

I registered an account and took their welcome package they offered for new players,

deposited and got the first bonus which i managed to wager fully.

I requested withdrawal the same day and until today my account is not verified because they keep declining my documents.

They are not accepting my passport as a legal document of identity even though their own webpage require passport for verification i will attach a print of it for you to see there you can see all the documents i have sent and they keep rejecting.

They are saying that my passport is not a valid ID document.

Then they asked me for a document that got a stamp on it from either bank or govourment which i managed to get also after it took me some time and effort to get.

That document is also a birth certificate from the Norwegian govourment with a stamp on it.

Then wanted a selfie with it which they also got.

Now they are asking for another type of ID becuase they dont accept Passports as identity verification.

I have never been thru such a strange verification process where a passport is not a valid ID document.

I will attach the print of their verification site where you can see for yourself that a it requeries a passport to verify your identity so i dont understand why they dont accept mine.

Then if you have an email i can forward all the conversations between us where you can see clearly that they are just trying to stall in hope to get away with my money by the end of this month.

Dear jabatehayouba29, 

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 can 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 if any of your verification documents have been approved? When exactly did you send the last document to the casino? Have you received any explanation as to why your passport is getting rejected?

Kindly forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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, 

Veronika

I recieved a new email from Kingdice where they ask about my birth certificate from Liberia which i find very strange as i am a citizen of norway and i sent them pictures of my passport which they declined as a valid document for identification and on top of that i also sent them a printout of the population register in norway.

I am norwegian playing from my home country norway no matter what my skin color is.

Please give me an email so i can forward the conversations between me and king dice so you can see for yourself how racist this is.

Thanks

did you recieve my emails i forwarded?

Thank you very much, jabatehayouba29, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello jabatehayouba29,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite King Dice Casino to join the conversation and participate in the resolution of this complaint.

Dear King Dice Casino,

Can you please explain the complications the player is experiencing? Why was the player's passport unacceptable?

Kind regards,

Adam

Hello jabatehayouba29,

I am in contact with the casino via email and they have explained the situation regarding the documents. I understand that the situation is frustrating, but it is not unusual for a casino to request further documents for verification purposes. The casino has requested your birth certificate, are you unable to provide this? Is there any other form of ID you are able to provide? I believe that doing so will be the best way to reach a resolution.

Kind regards,

Adam

I have already provided both a passport and a print out from the population register in Norway,

which is the country i am a citizen in and living and playing at their casino from.

So a birth certificate from Liberia has nothing to do with this verification as i am not playing or living in Liberia.

Then if you read our emails they shifted focus from asking about another type of ID documentation from Norway to only a birth certificate from Liberia and this they did after they declined my passport as a valid document for ID verification.

They told me they needed a document with signature and stamp it took me weeks to order and get that from the Norwegian govourment.

Once i got it they ask me for a drivers license or ID card.

My driver license is digital in Norway so last week i had to go to the traffic department of norway just to take new pictures and make a new physical driver license only to get my funds from this casino.

So do you see what they make me go thru just to recieve my righfull winnings.

I have the Driver license now and can send it for verfification so we can put this mess behind us and go on with our lives.

Where should i send it?

Hello jabatehayouba29,

I do understand your frustration, but as mentioned it is not unusual for a casino to ask for an additional form of ID. As you now have this, I am hopeful the situation can be resolved.

Dear King Dice Casino,

Can you please clarify where the player should send the additional document for verification?

Kind regards,

Adam

Good morning,

Thank you for your messages and getting a physical driving license for us.

In order for this document to be verified, please upload through your King Dice platform as you have done previously.

Once you have uploaded, please let me know and I will reach out to our Verification team to ask if your document is accepted. I will then make contact with you about their decision.

I look forward to hearing from you.

Kind regards

Natalie

King Dice Support

Okey,

I have uploaded so many documents so it only allowed me to upload the front of my drivers license i could not delete the previous documents either so maybe i can email the backside of my drivers license?

I aslo uploaded a selfie with my Drivers license.

As you can see it was issued last week so it is brand new.

Dear King Dice Casino,

Can you please advise the player on how best to proceed?

Kind regards,

Adam

Good afternoon,

Thank you for confirming the above for me.

If you kindly forward it onto us in an email I will then upload them for you as an exception due to a technical difficulty.

Once I have done that I will then reach out to our Verification team to ask if your documents are accepted.

Kind regards

Natalie

King Dice Support

okey i attached and replyed to our email conversation

Good morning,

Thank you for your message.

I have uploaded your documents for you today as an exception to our team and once I have an update if they are accepted I will reach out to you.

Kind regards

Natalie

King Dice Support

Hi Casino Guru,

update for you as of 12:45pm 28/09

Good afternoon, 

I hope you are well. 

I have had an update from our Verification team who have confirmed that your ID has been accepted, thank you for that. 

We also need the updated proof of address as per the request of the 31/07/23:

1.  Photo capture of a valid proof of address with a stamp and signature from the issuing institution. Both your face and the details on the document must be clearly visible. Please note that the Proof of address needs to be issued within the past 3 months.

Please would you kindly be able to confirm when you can get this document to us so I can ensure it is sent through to our team for checking. 

I look forward to hearing from you. 

Kind regards 

Natalie

King Dice Support

Yes,

I just sent a selfie with proof of address that has stamp and signature issued 15.08.2023.

Issued by the Norwegian guvernement

I also recieved an email from membership@kingdice.com saying:

IDENTITY VERIFICATION

Hi Ayouba, great news!

We've reviewed your uploaded documents and successfully verified your identity.

You're a verified Club Riches member now.

Okey so this is the case from beginning until now.

After i won and requested a withdrawl almost three months ago now it has only been a struggle fo me to get my account verified at kingdice.

Please read the email conversations between us so that you can see for yourself.

When i first uploaded my passport which also says on their casino (take a look at the print i sent earlier)

they did not accept it as a valid document for ID verification, very strange as they specifik type Passport as a requested document for verification.

I also uploaded a proof of residence .

I got an email where they want a document with stamp and signature, it took me weeks to get that specific document they requested from the govournment of Norway.

Then they asked for another type of ID instead of a passport which is written on their website as a valid document.

So it took me a few more weeks to apply for a physical drivers license as we in norway have digital ones.

I had to book a time go to the traffic department which is one hour drive from where i live to take photos and make a new license.

then i got an email saying that it is not valid either as a ID verification document, so far i have given them three diffrent types of govournment issued ID´´ documents and the specific ones with stamp and signature included.

Now here comes the emails i recieved yesterday i can also forward them to you if you wish.

IDENTITY VERIFICATION

Hi Ayouba,

We need another identity proof from you.

We've reviewed your uploaded documents.

Unfortunately, your identity couldn't be verified due to .

Please log back in and upload a different proof of identity.

Reupload Documents

Thank you,

King Dice

then later same day i recieved this:

Good evening, 

I hope you are well. 

I have been speaking with our Verification team today, who have looked over the document you provided and they have advised this is not accepted as you have already sent this one through previously. 

In order to fully verify your account, please can you send an original copy issued by the bank or another institution or alternatively you are able to send an electronic bank statement. 

I understand completely your situation, but we are not able to continue to accept the same document you keep providing.  

Once you have obtained this please let me know and I will reach out to our Verification team to ask if it is accepted. 

I appreciate your time so far, but if you have any questions please let me know. 

Kind regards 

Natalie

King Dice Support

So you see it does not matter what documents i send they keep declining and asking for new ones.

It is clear what the agenda is here and it is to do everything to stall this withdrawl as they close down their business by the end of this month as they mentioned previously to me.

I will still give them what the request for and it is a electronic bankstatement but im pretty sure of the outome already.

It will get rejected and asked for another type of document.

I have never experience such difficault verification that asks for specific documents and when they are recieved they get declined and new ones are asked for.

I hope you guys can see the picture here at casino guru.

They are shutting down their business and will probaly not pay out my money i just checked and their website is gone also.

But i see that they still have casino that are related to them such as clubriches casino.

Hello jabatehayouba29,

Thank you for the update on the situation. I am sorry to hear that the issue is ongoing, I will contact the casino again to see what the problem is. In the meantime please send me copies of all of the documents you have uploaded up to this point (adam.m@casino.guru).

Kind regards,

Adam

Hello jabatehayouba29,

The casino has stated that the document you have sent as proof of address is not acceptable and that they have asked you to provide a bank statement as an alternative. Have you now done so?

Kind regards,

Adam

I have a electronic bankstatement that they requested,

But the email they communicated from is gone because they took down their website.

Which email can i send it to?

Hello jabatehayouba29,

I have e-mailed the casino representative with your question, so I will extend the timer while we await a response.

Kind regards,

Adam

Hello again,

The casino has requested that you send the document to support@kingdice.com as soon as possible. Please let me know when you have done so.

Kind regards,

Adam

Hi,

I recieved this two emails:

IDENTITY VERIFICATION

Hi Ayouba, great news!

We've reviewed your uploaded documents and successfully verified your identity.

You're a verified Club Riches member now.

Login Now

Thank you,

King Dice

Then this one:

Hi there,

In regards to your King Dice Online Casino please note that upon further review of the documentation you have sent we would like to let you know that we will transfer the outstanding balance to a crypto wallet address which you have to provide to us along with the crypto currency you chose to use. We can offer BTC, BCH, LTC, ETH, XRP or TUSDT currencies

Thank you for your cooperation in advance.

Regards,

Aneliya,

Club Riches Online Casino

I replied with my address on the last one.

I want to thank you all on casino.guru for bringning justice.

I hope also that no one else gets treated this way on any casino.

BIG THANKS TO YOU ALL ON CASINO.GURU YOU ARE DOING AN AMAZING JOB KEEP IT UP!!!

Hello jabatehayouba29,

That is great to hear - can you please confirm that you have received the payment?

Kind regards,

Adam

Yes i will confirm when i recieved my money thanks again!

Thank you jabatehayouba29,

I will wait for your confirmation before closing the complaint.

Kind regards,

Adam

Hi,

I replyed to their last e-mail but my replay did not reach them see attached document.

Hello jabatehayouba29,

I have tried to e-mail them also and had the same issue. The casino has also now been closed down completely.

I have reached out to our only other contact via Skype to see if anything can still be done regarding processing the payment. We will give them one week to respond, in the hope we can still get this resolved.

Kind regards,

Adam

I think they lied to us and stole my money.

Their actoins speak for them selves.

I hope they dont run their other business this way clubriches that they are assosiated with.

Maybe you can contact them as they are under the same management.

Otherwise i can maybe show their costumers how i got treated in this case and how they also lied and played along with you att casino.guru until they closed down their business and dissapeared with the money.

Hello jabatehayouba29,

I have made contact with the casino, they are still going to honor your payment and I have forwarded a screenshot of your wallet address to them. In case this is not enough, please also post your wallet address here in the thread, and I will mark it as a private post.

Kind regards,

Adam

Hello jabatehayouba29,

Once more, I need you to post the wallet address here in the thread or send it to my email, adam.m@casino.guru, so I can forward it to the casino representative and get your payment processed. A screenshot is not adequate as it does not display properly for the recipient. I would recommend doing this as soon as possible as the casino has already closed.

Kind regards,

Adam

Thank you jabatehayouba29,

I have forwarded this to the casino representative, hopefully the payment will reach you soon. Please let me know when it does.

Kind regards,

Adam

Okey thanks yes sure i will.

i have finally recieved my money.

and i am glad kingdice is no longer in business after treating me this way and i hope their assosiates does a much better job at clubriches casino.

This was the worst casino experience ever.

Thank you at casino.guru for doing an amazing job helping me with this awful case.

Good morning,

I hope you are well.

I am pleased to hear you have received your funds successfully.

Although I understand and appreciate your comments above, please kindly note that like all casinos we do have regulations and procedures in place to be able to release a withdrawal to a player, which is confirmed within our terms and conditions upon registering for an account with us and was sent to you also through the times of our communications with you.

King Dice made contact with you from the end of July until after the casino closed, notifying you of the closure and advising the documents you were sending were not acceptable or were duplicates and we continued to keep in contact with you and honour the withdrawal after King Dice ceased, but your feedback has been taken on board and I do apologise for the inconvenience I know you received with this matter.

I thank you for your time with this case, playing at King Dice Casino, and thank you Adam for all the support between us both to get this positive resolution.

Kind regards

Natalie

Hello jabatehayouba29,

I am glad to hear that you have received your payment. I too understand your comments regarding this case. I think it is important also to remember that sometimes verification processes can be complicated and we agree it is always best to provide the relevant documents as soon as possible to avoid unnecessary delays.

Many thanks to Natalie, we should be grateful for her patience and assistance in this matter, and for ensuring the payment was processed even after the closure of the casino.

We will now mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, jabatehayouba29, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Kind regards,

Adam