The player from the United Kingdom had been unable to access her casino account despite multiple password changes. She had submitted documents to verify a £50 withdrawal but it remained unprocessed. After the Complaints Team had reached out to the player for more information to fully understand the situation, there was no response from the player. Consequently, we were unable to investigate further and had to reject the complaint.
Kong Casino - Player faces login and withdrawal issues.
Amount: £50
Kong Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Haven't been able to log in changed password hundreds of times they send links which don't work I sent documents to withdraw draw 50.00 which won't get verified I keep getting same emails and no money or can't long in
Public
Public
1 month ago
Dear carolinedore,
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.
- Do I understand correctly that £50 is being held in your casino account?
- Could you please advise if you have passed the KYC 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
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