Kings of Sport Casino - Player claims that payment has been delayed.

The ordered withdrawals still have the status 'created', they are from May 28, 2024 and May 29, 2024. Account fully verified in all 4 stages. The chat does not respond at the same time, and apart from the pasted formula from them, no agent starts a conversation. They suggest contact via Telegram, I see that they read messages but do not reply either.

Dear vertigoPL,

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

Dear vertigoPL,

Have you received your withdrawal from the casino yet?

Hello.

No, withdrawals are still with status 'Created' on KOS side. I have not received any payments.

Thank you for your reply, vertigoPL. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance.

Hi again Kristina,

Yes, they had previously withdrawn money in LTC cryptocurrency. The payment came almost the next day after placing the withdrawal request.

All winnings are achieved without an active bonus. I haven't activated any of them.

Of course I tried to contact the casino. I've been doing this every day since I created the withdrawal request. As soon as I give them my username, they stop replying. If I start writing to them without this username in the chat, they are always available and they read and reply every time. Conversation is just send to your e-mail.

Thank you very much, vertigoPL, for your cooperation. 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 vertigoPL, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Kings of Sport Casino outside this complaint thread and let you know any new information once I receive it.

Ok, roger that. Good luck and thank you Katarina.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

New update: After one month of waiting, my withdrawal requests are rejected. Funds back to KOS account. Still, no response in chat.

Dear vertigoPL, 

thanks a lot for the update. I am currently trying to communicate your case outside this thread. I keep you updated once I receive any relevant information.

Dear vertigoPL, 

after further communication with casino representative, we were provided with some evidence supporting an unfair and unethical behavior. As this matter needs more in dept investigation, I am force to reject this complaint since our Complaints resolution center do not deal with sports betting issues.

I'm 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 will try our best to help.

Katarina

We’ve reopened this complaint at the request of vertigoPL. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Kings of Sport Casino,

according to vertigoPL's email, his account is still active and making bets is possible. That is inconsistent with your decision to refuse the vertigoPL' withdrawal since you accused him of suspicious activity. It is now questionable whether this player has really breached your Terms and Conditions, since you let him keep playing in your casino. Will you be able to explain your actions, please?

We would like to ask the Kings of Sport Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as 'unresolved' which may negatively affect its rating. 

Today I had a conversation with KOS chat. As of today, I had $1,042 in my withdrawal order and pending bet worth over $3,500. The withdrawal status changed to Reject. Two new transactions were created from my account with the note Deduct. I asked the chat worker where the new trade orders were coming from and what this Deduct status means. In response I received a note:

Game Legality Notice

We received the notification from BETBY, PRAGMATIC PLAY, PLAY 'N GO and EVOLUTION licensed game providers by the Government of Curacao and operates under the Master License of Gaming Services Provider, N.V. #365/JAZ as an Information Service Provider. They have passed all compliance and are legally authorized to conduct gaming operations for all games of chance and wagering proportions. The notification includes that certain events and games under these providers were suspected of breaking the terms and conditions of the game. The platform deducted the illegal profit according to the actual situation. The platform holds the right to make any changes and deduct illegal profits for whoever breaks the policy of the game. This final interpretation rights belong to the platform.

 Copyright©

Then I asked why I can still log in to my account on your website, continue betting and have access to the casino. I was told to send a print screen showing that I was logged in. I was logged out and the account was blocked only during the conversation. Not only did they take the 'illegal profit', but also the sum of my deposits, and the bet I have in the game does not change anything:

upon checking your unfinished bets won't affect anything and the system detected that you were violating the terms and conditions of the game which was the reason why your account got blocked

I rate the casino as worst as I can. Due to lack of contact, lack of consistency in actions, due to theft of even the sum of deposits, due to lack of respect for the client, unfair behaviors.

Dear vertigoPL, 

thank you for your message.

I was in touch with casino representative outside this complaint thread and was asked to post their statement here.

This is what they have to say:

While we note that reviews of a players activity can sometimes take longer than expected, KOS is thorough in its due diligence.

With regards to this player, our internal systems and team identified both abnormal user and betting activities.

Subsequently, we reached out to our Sportsbook provider who confirmed our findings.

At a high-level, we noted this player had an unusually high level of cancelled bets by the provider due to this abnormal / suspicious activity.

We concluded that this player is in a clear breach of our Terms and Conditions, and is subsequently banned.

Kind regards 

KOS customer support 

Dear vertigoPL,

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.

Katarina, there was no question from you above, just a pasted message and KOS's position.

They write in this post about the extremely high level of canceled bets, well, there was only one bet in all my activity that was activated. It was a men's volleyball match from a large market, a Nations League bet. For a long time, all companies had exactly these odds, then bet365 came out with the odds and the entire market equalized the odds. My bet was canceled on this basis.

But even then, all funds were paid to me. So what else happened that made them stop paying out and also take my deposit? Other than that, most of my bets were on volleyball and the Nations League, the big markets. Single bets were on other markets, NBL1 women's basketball and youth volleyball competitions. I even played the Olympics. Let me remind you once again - only one bet was canceled. 

KOS's decision to violate the regulations is incomprehensible to me. Not only was the money I won taken away, but my deposit money was not returned.

Dear vertigoPL,

thank you for your message and for your patience about this case.

According to the communication with the casino representative, the report from game providers indicated multiple cancelations. However, I have not seen those reports and, therefore, cannot ascertain the accuracy of the claims made by either party. Additionally, and I believe this was already mentioned in the previous communication, we do not specialize in sports betting. While we assist players with delayed withdrawals occasionally, this area of gambling is significantly more complex, and we lack the necessary expertise to address it comprehensively. I strongly believe that your case warrants some more in-depth investigation and I am worried that at this point we climbed the mountain of our abilities little higher that we were supposed to.

The primary reason for the reopening of this complaint is the occurrence of placing bets while your withdrawals were restricted. Given that you have confirmed this information is no longer accurate, I believe the most appropriate course of action at this time is to reject this complaint based on the grounds of sports betting.

I sincerely apologize for not being able to provide more assistance with your case at this time.