Kong Casino - Player's withdrawal blocked due to verification issues.

Unfortunately, I cannot withdraw the money, the ID verification is not successful despite over 40 attempts, I think I have been scammed and I don't know where to report it.

Dear Wioletta100,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello. Unfortunately, when I made deposits, they didn't need any confirmations, I just want to withdraw the money I deposited, but now I'm afraid because I see other people's opinions and they wrote that they never got their money back from this casino

Player's additional comments:

I will continue to try to add my driving license to prove that it is me, but I think that even if I succeed, they will find another problem so as not to pay me the money. I just want to get my money back and close this account.

Hi Wioletta100,

Have you been advised what exactly is wrong with the ID that you provided already? Why the verification couldn't be completed?

Thank you.

Hi Petronela .everything was approved by the system and after a while they write that they cannot identify my ID and I should contact them, but unfortunately there is no response from them

Thank you very much, Wioletta100, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Wioletta100,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Kong Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's ID couldn't be verified and why didn't casino support communicate it to the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

hello, I managed to contact kong casino and they asked me to send a photo of my driving license by e-mail. I sent the photo and again there is no response

Thank you for the updates, Wioletta100. It may take up to several days or in some cases weeks until casinos verify documents, so you'll need to be patient. Please, keep us informed if you receive any further updates. In the meantime, I hope that the casino will also reply here in the complaint thread.

Thank you for your help, but the problem has been positively resolved

Dear Wioletta100,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru