Kingamo Casino - Player’s winnings have been confiscated due to document delays.

Too many document requests.

I submitted my passport, driver's license, and bank account information.

Mobile phone verification has also been submitted.

Additionally, I submitted photos of numbers and my driver's license.

Despite this, when I should have been able to withdraw, I was told to get my passport and driver's license "notarized." However, because I was busy with work, I couldn't submit them for three months and my entire balance was confiscated.

It's unreasonable to require thrice the normal amount of documents.

As I am working, I can't immediately go to obtain the requested documents.

After four months, the funds were confiscated.

Dear hirokann0525,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kingamo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino cite any rules to justify the confiscation of your winnings?
• Could you please share this communication with the casino?
• Did you protest the need to submit the 'notarized' documents, or have you informed the casino the documents might take you some time to provide?
• My email is tomas@casino.guru

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

Best regards,

Tomas

Did the casino cite rules that justify the confiscation of winnings?

Listed

Would you mind sharing this exchange with the casino?

I have reported

Did you protest the need to provide "notarized" documents or tell the casino that providing the documents might take some time?

I protested many times!

What I submitted

Driver's license, passport, bank account, mobile phone certificate

The additional item I was asked to provide was my driver's license and a piece of paper with the number on it.

I should have been able to withdraw the money using this, but I wasn't able to.

I have dealt with over 150 companies so far, but due to differences in meaning between casinos and translations, I was unable to understand the meaning of "notarization." If you think about it normally, it is strange to ask for so many things.

However, when I finished my business trip and tried to submit it, the entire amount had been confiscated!

Obviously I am not rejecting the casino's submissions.

Thanks for your reply.

Kindly send me the communication between you and the casino:

• in which notarized documents were requested from you
• where the casino informs you your balance will be confiscated.
• rules cited justifying the casino's actions

Send the information to my email at tomas@casino.guru

A notarized document has been requested from you

yes!

I've never been asked to do something like this before, so it took me a while to understand.

The casino will inform you that your balance will be confiscated.

I have no proof as it was said on live chat.

Citation rules justifying casino actions

Ask the casino

Thank you very much, hirokann0525, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear hirokann0525, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Kingamo Casino representative to join this conversation. 

Dear Kingamo Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear hirokann0525,

It is our sincere regret that this situation may have caused any unfavorable feelings. We work constantly to improve our services and provide you with the best experience possible.

Dear CasinoGuru,

Let us inform you that the documents were requested by the Verification Department for security purposes and in accordance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon Kingamo Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address.

- Documents have to be provided as photos or scanned copies. We also reserve the right to request personal notarized documents;

- In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), Kingamo has the right to charge from suspended Kingamo Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all Kingamo accounts, refuse to return the deposited funds, block the Kingamo Account, compensate all costs incurred from the balance of the Client . If Client’s Kingamo Account remains suspended for more than 365 (three hundred and sixty five) days and/or the balance is 0 (zero) EUR, no further charge will be incurred and we may close your Kingamo Account at our sole discretion."

Kindly note that the AML department requested a notarized passport and notarized driving license in accordance with KYC policies and anti-money laundering regulations. These measures help ensure the safety and security of both parties. 

Therefore, in accordance with clause 5.1, all bets and winnings have been canceled due to the lack of KYC documentation.

Thank you for your understanding.

Kind regards,

KingAmo Casino Team

Dear Kingamo Casino,

thank you for your prompt response.

Dear hirokann0525, 

I appreciate the challenges associated with the notarization of personal documents. However, due to the online casino's inability to verify your identification in person, it is necessary for you to comply with their requirements. This process is implemented to ensure that no illegal activities are occurring.

I know

I am willing to submit

But smooth exchange

Also, the casino's requirements changed, which took time.

I've already submitted four or five.

I'll submit it now

I strongly request a full refund of 1169€

Thank you hirokann0525.

Dear Kingamo Casino,

have you received the requested documents, please?

Not yet submitted

Once the casino submits

If you're willing to pay the full amount

Submit

Because it costs 30,000 to 40,000 yen and takes time.

Even though I'm busy with work, I go to the city hall to pick up various documents.

I'm not a free person.

I honestly submitted four or five of them.

I still don't believe that the money has been withdrawn.

Also, please request the correct information!

Correct it after you submit it

Please do not ask for resubmission

Dear hirokann0525,

We sincerely regret any frustration or inconvenience this situation may have caused.

Dear CasinoGuru,

Let us inform you that the request for additional documents (notarized passport and notarized driving license) was made on June 4, 2024. Since then, the Player has repeatedly been informed about the specific documents required for verification. However, we have not received any confirmation on whether the documents will definitely be provided and, if so, when.

Kindly note that we are an honest and licensed casino, and we request additional documents solely for security purposes and to prevent money laundering. If the documents are not provided, according to our Terms & Conditions, especially clause 5.1., we have the right to cancel all bets and winnings.

Please note that it has already been 5 months since the document request was made. This case was previously closed, and the Player was informed about it.

We appreciate your understanding and cooperation.

Kind regards,

KingAmo Casino Team

Don't be fooled

Despite submitting the necessary documents

They kept charging me one bill after another and delaying my payments.

You can see how late the reply was this time! It was right before the one week deadline.

80% of complaints about other sister casinos are about withdrawal delays and KYC documents.

I have never seen a casino with so many complaints about delays.

Dear Kingamo Casino,

thank you for your message.

Dear hirokann0525,

when did you first submit the required paperwork, please?

When did you first submit the required documentation?

At the time of the first application

A long time ago

As you know, this casino has the following features: Verification speed, Withdrawal speed, Excessive submissions

No progress at all

Dear hirokann0525,

could you please provide proof of the documents you submitted when the casino first requested them? Screenshots or a forwarded email would be greatly appreciated. My email is katarina.d@casino.guru

The very first withdrawal?

I don't know because I can't log in.

Ask the casino

Five or six of the requests were met.

Dear hirokann0525,

after thorough investigation and communication with the involved parties, I regret to inform you that your complaint has been rejected. The evidence clearly indicates your unwillingness to cooperate with the casino, particularly your failure to provide the required documents when requested.

I'm sorry to deliver this disappointing news. If you experience any mistreatment from this or any other casino in the future, please feel free to reach out. We are here to assist you.

All the best,

Katarina