Kingamo Casino - Player's withdrawal delayed due to verification issues.

Hello.

I played in this casino not long ago. (2023.12.30.)

I have a problem with the verification process and therefore the payment.

I think they're making a fool out of me and I'm getting bored.

Next time I have to dance in front of the camera and sing the name of the casino?

I don't want to play on such a site anymore, I'm not interested in enhancing the user experience, and what else they usually refer to.

In at least 150 other casinos there was no problem with my documents, but here they sit on it for 5 days and then ask for another one.

This has been going on for two weeks.

Dear hudaklaci,

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. 

• Have you been informed what specifically seems to be a problem in verifying your 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,

Petronela

I have verified myself at least 150 times in different casinos. according to my experience, if they don't confirm for so long, they don't want to pay. fire me, I don't care, but I want at least my 330 euros back.

Thank you very much, hudaklaci, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi hudaklaci,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Kingamo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's account wasn't verified? Were there any missing documents or something was wrong with the provided ones?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear hudaklaci,

We are really sorry that this situation has left you feeling this way, as from our side we are striving to improve our services and provide as good service as possible.

Kindly note that we strictly follow the Terms & Conditions of our casino and in compliance with our KYC policies, we reserve the right to request additional documents. Also, please note that this procedure is being done solely for security purposes and money laundering prevention measures. 

Dear CasinoGuru,

Due to the Player's violation of rule 9.12 of our Terms and Conditions, which states that:

"If, during withdrawal of funds check, it appears that the player is Cheating, Kingamo reserves the right to revoke the entitlement of such player to benefit from the bonus and/or promotion, and/or withhold the payouts resulting from such Cheating. Only fully settled Bets (i.e. Bets that result in a win or loss) will be counted towards wagering. The following actions are strongly prohibited, and players' bonuses or associated winnings are declared null, if the player applies a delay of any game round in any game upon having free spins or any other bonus feature/s activated with the aim to exploit (use) such features later on without wagering requirement and/or upon new deposit."

After an enhanced investigation, our security department concluded that the Player have delayed rounds in the LIL DEVIL slot. 

Dear hudaklaci,

According to the mentioned information all your winnings are canceled and the last deposit in the amount of 30 EUR is left on the account and available for withdrawal.

This decision is final and non-negotiable.

Best regards,

KingAmo Team

I couldn't withdraw the 30 euros because you canceled the transaction. Spend it on medicine!

Thank you for the explanation, Kingamo Casino. I'd appreciate it if you could send me (natalia.b@casino.guru) any supporting evidence that proves the player has delayed rounds, thank you.

Dear CasinoGuru,

Please note that all the evidence was sent to natalia.b@casino.guru.

Thank you for your cooperation.

Best regards,

KingAmo Team

Dear Kingamo Casino, thank you for the email.

Dear hudaklaci, we've received supporting evidence from the casino, which confirms that you delayed rounds playing Lil Devil slot, which is against the terms and conditions of the casino therefore we believe the casino acted in accordance with its terms when your winnings were annulled.

Could you please let me know if you have been experiencing any trouble withdrawing 30 EUR left on your balance or if you need any other assistance?

My payment of 30 euros was withdrawn, even though it was written that I can withdraw it.

My lil devil prize has been deleted, but I played with something else, where did it go?

Dear Kingamo Casino, could you please specify if the above-mentioned deposit of 30 EUR was returned to the player's balance? According to the player, they were not able to withdraw it, could you please share more information if you received a withdrawal request and it was rejected or what's exactly the issue?

Dear CasinoGuru,

Let us inform you that the system automatically canceled the Player's withdrawal request. Despite this, we didn't receive any information from the Player regarding the matter.

For now, as we can see in our system, the customer has successfully played with his funds (30 EUR).

If you have any additional questions, please do not hesitate to ask.

Kind regards,

KingAmo team

Thank you for the clarification, Kingamo Casino.

Dear hudaklaci, unfortunately, in case you have already deliberately gambled your real money balance away, we cannot help you return this money anymore. As for the winnings from the bonus, it was annulled due to the breach of the bonus terms of the casino - delaying rounds is forbidden when playing with an active bonus, therefore the winnings were forfeited.

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.

Regards,

Natalia