Kings Chance Casino - Player’s not able to withdraw bonus winnings.

received a email offer to join Kings Chance casino with a 250free bonus to try it out..signed up redeemed the coupon and played..cleared the wagering amount and was told I can cash out 500..tried to withdraw as they told me that I must do a withdrawal and then a link from Hooyu will be sent to verify my details but kept on failing when entering all details and selecting the verify me click at the end of proceeds.. went onto their live chat and was told I need to send all details there they will send it t verify..I got a proof of address as requested by the live chat agent now to send but now there's no live chat icon on my casino page anymore to go onto live chat and is sent a email aswel to their support asking got assistance but their email does not exist anymore..now all of a sudden they don't accept players from my country and this is 2 days after they allowed me to sign up and play..there's no response from them at all..shady casino lucky I did not deposit and play..was trying them out to check how they operate but now can see they are not worth it at all

Hello Yolanda1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please forward me the email with this bonus offer?

Also, would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post everything here.

Have you tried contacting the casino via Contact Form (https://www.onlinekingschance.com/en/support) or support@onlinekingschance.com email address?

Lastly, could you please clarify how you found out that players from your country are not accepted?

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Yolanda1 for your email. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Yolanda1!

From now on, I will take care of your complaint. I would like to invite representatives of Kings Chance Casino into this complaint in order to help us to resolve the issue.

Additional comments by the player:

"Hi 

Thanks for the feedback on casino.guru

please note that I did redeem the free250 coupon offered on sign up and did clear the wagering requirements.

On my casino page there was a icon for live chat which i used to chat to firstly Percival Soloman who I asked about the max cash out on that coupon and was told it was 500rand..I asked about verification and was told to do the withdrawal and I will be sent a link from Hooyu to verify myself which I did try many times but it was not working so I went back on the chat and chatted to Khloe Rogers who told me send all details on the chat and it will be sent to verify which I did.. I did not have the proof of address at that time and she told me simply come back on the chat when I do and send it and tell the agent I was already verified the other day..after that there's no live chat icon appearing on my casino site to go back onto the live chat so I sent a email to support and it came back failed 3 times..I then checked on Google playcaaino site that gives online casinos and it states players from South Africa not accepted at kings chance casino..so now what is going on as in a few days I was accepted played and now can't get hold of anyoneto assist tell you came along.

regards.

Yolanda"

Greetings all,

Kings Chance is available to South African players, it is even available to play in South African Rand. I've reviewed your account Yolanda1 and it is active and available, I do see you have no payout method on file and I was unable to locate any submitted via email to any department within our system. That would be the only thing currently preventing you from being eligible to withdraw as I see the documents were completed as of the 15 of August.

The main issue I see here is the withdrawable balance has been played down to R11.05 which does not meet the minimum withdrawal requirement.

It would definitely be best to get those payout details on file for your next win however. If you would still like assistance confirming your payout details in your casino account just let me know and I will have one of my agents reach out to you.

Best wishes,

Nick and Kings Chance

Hello Yolanda1!

Could you please confirm that your balance was played down?

Dear Yolanda1,

We have not heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.