Kingmaker Casino - Player's account has been blocked after win.

Hello, I am writing to ask for assistance because I am very concerned. I have made numerous deposits on the site, but when I won a sum of 6,800 euros, I found myself mysteriously unable to access the site just two days later. I contacted live chat and was informed that my account had been blocked, with no possibility of recovery. Despite numerous attempts and numerous emails, they assured me that my account was under review. Still, I am quite fearful because I don't want to lose the money I won, especially considering I really liked the site and frequently played there, even achieving VIP status. Today, I made another attempt, and they told me I needed to send the required documents. Yet, I never received any email requesting such documents for verification from them. Still, I sent everything through email, they also wanted proof of address, so I sent two utility bills from the last four months. I am pleading for your assistance because this entire situation is causing me significant worry. It is not pleasant for those who transfer thousands of euros onto an account to find themselves in such predicaments. Thank you in advance for your help.

Dear centroservizimer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Do I understand correctly that you have not received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Good morning I played the slots I didn't have any active humus it was all real balance no one answers me they say what year I sent an email but it's not true thank you very much please help me

Nobody confirms the outcome of the check to me, they all say what is different from each other in live chat but nobody gives me a concrete answer and I didn't have any active bonus also because I had already made a withdrawal request for 3000 euros which among other things were always in process but on the third withdrawal of 1000 euros it no longer allows me to access the gaming account, please help me

Sorry to bother you, I'm still contacting their support but everyone tells me different things, all vague explanations, I'll try to send screenshots of the conversation

All chats within a minute of each other

That is, one minute before the colleague says to send the documents which by the way I have already sent, one minute after the act the colleague says there are no problems and I have to wait

Thank you very much, centroservizimer, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

A thousand thanks

Sorry, today my account is still under verification, two weeks have passed and they only give me meaningless answers please help me thanks

Hello, centroservizimer,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Kingmaker Casino team,

Could you please explain the player's situation in more detail? Where is the problem? What steps should the player take to unblock the account, complete the KYC/verification, and/or withdraw her winnings?

Can you provide the user with more detailed instructions on how to verify and withdraw the winnings?

Thank you so much

Good morning, the department contacted me saying that they want the account statements of the cards I used and they are registered in my husband's name. Sorry, something like this has never happened to me. I can provide everything, even his documents. How can I do it? Please help me.

I also explained the same thing to them on the VIP Team and they told me to send them and if necessary keep the holder's document in hand, I hope not to lose my winnings, I feel as if I had done something illegal but I did everything with transparency I sent everything they needed I have all the documentation they would also like proof of address of the account holder it seems that they really want to use the excuse not to unblock me 🙏

Dear centroservizimer,

You have to explain the situation to the casino (which you have already probably done) and ask the casino what are the options and what you should do.

Are you one of the owners or account holders of the bank account from which the deposits were made? Please note that if you are not able to prove that you are one of the bank account holders (a joint account) and that you simply deposited funds to the casino using your husband's payment method and funds, you breached the casino's Terms and Conditions, and it is possible you will be eligible only for a refund of your last deposit. It is strictly prohibited in all online casinos to use someone else's (3rd party) payment method or funds for deposits because you would not be able to prove a source of those funds - not able to complete the KYC/verification. In such a case, it would not be an excuse but rather a standard process...

However, I would rather wait for the casino's statement regarding the matter. We are still waiting for the casino's response and clarification.

In the meantime, you can at least try to solve the situation with the casino's Customer Support. But I strongly recommend you follow their instructions. If you are not able to provide them with all the requested documents, unfortunately, I do not think we can help you more.

Feel free to let us know if there is any news or updates after the communication with the casino's Customer Support.

Thank you for your patience and understanding. Let's wait for the casino's reaction.

Hi, I just played with all honesty, I have all the documents, account statements, etc. I didn't know about this thing but you can't lose a big win over something like that because at this point you shouldn't even let the players deposit and have assistance do the checks before starting the games, they tell me to send the bank statements in my husband's name and keep the documents handy in the meantime, they would ask for them, I really hope to resolve this thing because it's a big disappointment

Alright, let's wait for the casino's response and updates. Maybe they will let you verify your account after providing the requested documents. Otherwise, they would not have probably requested them from you.

However, please note that not all licenses require verification earlier than upon withdrawal or a withdrawal of a higher amount (depending on the particular casino). In addition, it is not a special condition, I would rather say it is common in online casinos, and since it is clearly stated in the casino's rules, which you accepted upon registration, I do not think that it is a relevant excuse that you did not know about this thing.

It is only up to the casino. Of course, it would be great if they let you verify.

It's certainly not a relevant excuse, I just acted in good faith before, I hope they come to my aid, thanks

I read about a girl on 888 casino the same situation as me happened to her with her husband's accounts and over the years the account was unblocked anyway I hope for the courtesy of kingmarker to understand my situation and not to let me lose this winnings also because I deposited a lot on that gaming account and if I had known for sure I wouldn't have thrown my money away this goes to make it clear that I could only act in good faith thank you

Yes, sure, I understand. If you did not breach any other rules or abuse anything, it could be possible.

hopefully thanks

Hello, unfortunately my account has been closed, I received an email with the cancellation of the withdrawal from them, I'm very sorry, obviously I made a mistake but you can't lose 7000 euros in winnings for something like that. Now I would just like to know if legally I could ask for a refund of my bets and how I can do it because since I don't have the right to recover my winnings I didn't even have the right to deposit them. Best regards

Dear Customer,

Thank you for your patience. We would like to inform you that after a thorough review of your account, it was closed as it didn’t pass verification for a 3rd party payment method usage. The closure was applied in accordance with the following article from our Terms and Conditions:

4.1 By opening an account on our Website and by using our Website you warrant that:

<…>

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Your latest deposit will be returned to you shortly.

Best regards,

Kingmaker.com

Dear centroservizimer,

Thank you for the update.

However, as I indicated above, online casinos (depending on a license) do not have to verify players upon registration or earlier than a withdrawal request or a withdrawal request of a higher amount is made (depending on a particular casino). Therefore, it is only the players' obligation to comply with casinos' rules, especially if they accept them upon registration, and I am repeating myself again - we are not talking about a special rule applied at this casino but rather about an industry-standard rule. Players have to use their payment methods for deposits/withdrawals at online casinos, payment methods in their own name (for KYC/verification purposes), and their own funds. Many online casinos even request proof of a source of deposited funds. Since you deposited by 3rd party (someone else's) payment method, provided that you cannot prove you are one of the payment method owners/account holders, it makes the verification impossible. And, as we know, successful verification is mandatory for withdrawing anything from a casino account.

I do not think there is a way that could guarantee a successful refund of your funds. What you can do is at least ask the casino if they are able and willing to refund the last deposit that was made to the casino, since it was made by a 3rd party payment method. But please note that it is only the user's responsibility to act in accordance with the casino's Terms and Conditions, so the casino has the right to refuse refunding of the last deposit.

I am sorry, but based on all the gathered information and the above-stated, I am forced to close the complaint as unjustified, due to breaching the casino's Terms and Conditions - use of a 3rd party payment method for deposit(s), and so impossibility to pass the KYC/verification.

I am 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, but please count on the option it will end up the same way. In case of any questions or possibility you could verify yourself as one of the account holders of the used payment method (I assumed it is not possible since you did not answer my questions asking about it), feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru