Kong Casino - Player’s winnings have been confiscated.

So basically I use my mums bank card to deposit on their site with her permission and I won £640. I deposited £70 to win this I was so happy when I won went to withdraw it and it said I needed I’d which I sent mine my mums with her holding her passport ect pics of cards n all that to be told I just needed to send the last part of I’d for my mum which was a utility bill a pic of her holding her passport and a pic of her passport. For them then to keep saying I needed card pic. So I did for them to then send me 70£ close my account when I won £640. I’m devastated I don’t have much money as it is and when I won that I was relived coz it would sort my problems out. I won it fair n square. I’ve screenshots of all emails and the money I won on the site … please help me get it back

07939*****5 my number

Hello Jaydentiiisbs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kong Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the account was registered under your name or not? Do I understand it correctly that the deposit has been refunded to your mom's card?

Please note that using a 3rd party payment is strictly against the rules in every single online casino and you will be banned everywhere you do it. Be sure to always you only your own payment otherwise it will lead to the same situation.

Looking forward to your answer.

Regards,

Nick

Me and my mum share a card as I haven’t got my own account and I have her permission. Caitlin said becz it isn’t my card I need my mums utility bill and her passport n a pic of her holding passport so they can release funds

Also why do they allow you to deposit but not withdraw with it. I won that money fair n square I paid and I won

Also I would like to mention I did not use my mums card untill it was time to withdraw. I was depositing by Apple Pay then they needed card becz I don’t have one in my name they said deposit with a card to with draw as I had no card added. So that’s when I added it with my mums permission. And once I added they said I needed to send proof of my mums which I did for them to then close my account when I had £640 winnings.

hears we’re they asked for my mums id

Hello Jaydentiiisbs,

Is it possible to forward a proof that the deposits which were used to accumulate your balance was made by your own payment method?

To clarify the timeline correctly:

1. You have used ApplePay (tied to your name) to deposit and you won
2. The casino requested a card so you used your mom's card and deposited with it?
3. The casino blocked your account after making the 3rd party deposit?

Is that correct?

Yeah that’s correct I was making deposit by Apple Pay n they said that I needed to add a card to withdraw so I added my mums with her permission. They kept sending the same email back saying they needed proof of Apple Pay which I sent n they was just sending same email n then they closed my account bcz of my mums card. But then u can clearly see on the email that they said I needed my mums passport ect to finish vertification

my Mistake they said I needed mums I’d on that email so I sent it n then they asked again a different person for Apple ID proof which I sent then I said I was making a complaint and then they deleted my account and took the funds sending a email saying they have withdrawn my funds becz I used mums card but they told me to add a card. Me and my mum share it’s just me and her. I don’t have a account I have a basic account from wen I was young they told me to add card to withdraw.

Hello Jaydentiiisbs,

As the deposit with the 3rd party payment was made after accumulating the winnings with your own balance (and even the card seems to be on a shared account), it does not really seem fair to void all the balance from your account. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok that’s great Thankyou

Hello there,

Thank you Jaydentiiisbs for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kong Casino for their help in resolving this complaint. We would like to know what we can do to resolve this issue.

Thank you!

I want the winnings that I rightly won

I also made a complaint to king casino first they replied saying they would help me then they just continued to ignore me

Hello,

Our Customer Support Team should already be in contact with you directly to resolve your complaint. Due to compliance and privacy reasons, unfortunately we cannot share information relating to this matter on an open forum.

Kind regards,

The Kong Casino Team

Thank you for the update Kong Casino representative!

Dear Jaydentiiisbs, let us know if you'll be able to resolve this issue or if you require any further assistance.

Thank you in advance!

I’ve tried to resolve it with them they don’t even reply to me

I don’t mind you sharing my info on a Forman as long as I get my winnings not really fair maybe call me bcz I don’t get a reply three email

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.

I spoke to the complaints team there still saying I violated terms when I tried n tried to explain that I paid with my Applepay

Hello,

The Customer Support Team have tried reaching out to you multiple times to clarify the issue with yourself. As has already been mentioned, unfortunately due to privacy and compliance reasons we cannot share the information over a public forum. Therefore, if you would like any further assistance please get back in touch with our team at support@jumpmangaming.com or by replying to one of the emails which have been sent.

Kind regards,

The Kong Casino Team

I have been speaking to someone from your team for the past week so I don’t understand why you are saying that…. Once again I’ve been sending I’d for the past week which you’d have been asking for and once I send that your back to asking me for something else. Everytime I proove something to be correct you find something else to ask me for. I have prooved over n over that I won my winnings through Applepay so I don’t understand why it is taking so long to get the money I won….

You was quick enough to take my deposits but when it comes to withdrawing your doing everything to try not to pay it out.

Dear Kong Casino representative, can you at least let us know what documents are needed for the player to pass the verification? Any message can be made private so only involved parties can view them.

Thank you in advance!

I also can upload the documents on hear if needed

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.

This is why they take ages to reply so they don’t have to what can I do from hear if they don’t pay what I won

Thank you very much for the update Jaydentiiisbs. I was in contact with the casino representative but unfortunately, they are unable to provide us with more details about the case due to their licensing authority's legislation. They only recommended to keep in touch with the casino support and cooperate. Please keep me updated about any further developments. Thank you in advance!

Please can you ask Kongcasino to reply to my email as I have sent the pdf statement as they asked on the 15th and now I’m not getting a reply.

Dear Jaydentiiisbs, I got in touch with the casino representative but I have not received an update. Has there been any development from your side? Thank you in advance!

Dear Jaydentiiisbs,

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.