Kings Chance Casino - Player believes that their withdrawal has been delayed.

Kingchance gave me a no deposit bonus which I had to play through R6000 which I did there after I won R14500 and when I wanted to withdraw my money they said I must verify my account by sending my documents to their support team, I sent my documents to all their emails but it doesn't go through to them. Everyday without fail I'm sending my documents for my account verification none of kingschance service providers are getting back to me. I got no feedback from them as to what is going on with my account nor with my withdrawal. I'm waiting too long for feedback and they just silent about it... They sending me emails about more bonuses but when I email them on that very same email they decline it. I don't know what's going on with this people. They just scamming us. I want my money I'm going to take this up with higher authorities

Dear RaeesaRay23,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi I just wanted to let you know that it isn't a delayed payment as I didn't do a withdrawal due to my account not being verified, When I wanted to withdraw my money they then asked me to verify my account by sending them my documents. I then did that, they provided me with emails to send my documents to. When I sent my documents to those provided emails,I received several emails saying my email sent to them is delayed I must wait for 47 hours they then will inform me if the email is declined ,i don't know how is that possible but I've sent several emails to them an I keep getting the same (email delay) message, they are rejecting my emails being sent to them but however they are sending me promotional emails, I've recieved again emails from them saying my email is delayed. I don't know which email is correct for me to use so that I can contact them, I tried the live chat but it doesn't open, please help me by proving me with an email or link for me to send my documents to them so that I can get my account verified an I can make a withdrawal

Thank you

Thank you for your reply, RaeesaRay23. Do I understand correctly that all your emails were undelivered? Could you please clarify which email address you tried to contact? Was it the one in the CONTACT US section?

Yes Kristina I have emailed them several times from this very same email that I am using.

As you can see Kristina, i have sent them several emails with my documents and this is the response I get everytime I send an email to them

How is this possible,I can't get through to them on every email

Please note that the email address stated in the Contact Us section is support@kingschance.com and I see that you contacted multiple email addresses except for this one. Could you please advise if you tried sending emails to support@kingschance.com? Where did you find those other email addresses?

Hi Kristina I've searched for every email that I could possibly find of kingschance so that I can get my money from these people.

I then took the email from the below image thinking they will get back to me but Unfortunately not.

Hi Kristina I have sent them another email yesterday and they still haven't responded.

You're probably aware that emails don't operate like 24/7 live chat, so it may take some time before you receive a response. Let's give it a few more days and if you do not receive any response, please get back to us and we will try to get in touch with the casino. Thank you for your patience.

I will do that Kristina thank you for getting back to me.

I've sent you screenshot of an email that they provided for me,

Could you please view those screenshots and let me know if I went wrong on any of those emails, because I clearly did what they've asked me to do and nothing came of it.

Unfortunately, I have not received any emails from you. Could you please forward everything again? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

I received this email today,all the emails I sent to them I keep receiving this email

I am sorry, but I don't understand you. Could you please clarify this message?

Also, can you clarify why you keep sending emails to different email addresses? support@kingschance.com is working without any issues. If you have been in contact with the casino via any email address, please forward those messages to me as I requested multiple times.

Hi Kristina I have sent several emails to support@kingschance.com they haven't responded to me,

On the casinos withdrawal page they provided me with this email documents@topkingschance.com, I sent them an email with my documents, but they didn't get back to me.

I didn't get any response from both emails so I searched on Google for any other email that I could get through to them.those emails that I searched for also doesn't go through.

The screenshot that I sent you, I was asking you to please help me and see if my emails are sent wrong or is there something wrong as I would like help from a professional, since you the one that's helping me out.

Kristina I have sent you a screenshot of the emails that I sent to kingschance as per your request

Thank you very much, RaeesaRay23, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Is this how my case is going to be solved by transferring me to somebody else. I appreciate that you'll helping me but what is the reason for someone else helping me

Hello, RaeesaRay23!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. Regarding your last question: it is our internal process and we just solve complaints like that. that is why it was transferred to me.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi my sincere apologies. Thank you for getting back to me, I would really appreciate a response from kingschance as I cannot get through to them via email or livechat

Greetings all,

I have reviewed the situation and was unable to find a requested withdrawal, there was a win but it was all played back into the casino without a withdrawal request. There is currently no requested withdrawal or playable balance in the account.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Kings Chance

Hi nick. I didn't make any withdrawal with you guys I sent you guys an email with my documents to verify my account in order for me to make a withdrawal, your support office DID NOT GET BACK TO ME AS I'VE WAITED AND STILL WAITING FOR YOU'LL TO GET BACK TO ME. I'VE SENT SEVERAL EMAILS ON END, COULD YOU PROVIDE ME WITH AN EMAIL ADDRESS TO SEND MY DOCUMENTS TO, SO I CAN VERIFY MY ACCOUNT AND GET MY WINNINGS OUT OF YOU GUYS

Hello, RaeesaRay23!

We have received evidence from the casino representative, that you have no active balance in your casino account. Would you still like to pass the verification?

Dear RaeesaRay23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.