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

I have been allowed to bet my money without verification and now when I look withdraw my winnings, the verification process is not possible. I sent all documents and they did not accept the proof of address and told me to re-submit. The problem is the website does not have an option for me to add this document and only has an option for payment card verification which is completed and verified. Nobody answers emails to me and I have emailed a new document with no response.

This is a lot of money and I really would like to receive my funds back but cannot do this. There’s no other way to contact and all I read is stories that they never pay the winnings and this now means I may lose my money.

Dear tomr832,

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.

• Do I understand correctly that verifying your home address seems to be the only issue?
• Has the casino approved the rest of your documents?

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,

Kristina

Hi Kristina,

thank you for your response. I do appreciate these things take time and it should be taken seriously, but their website is not letting me upload the document as it should, because they have removed the link for this. I am only being offered to add my card details again and this is verified, as well as my identification…..

This should have been resolved so I can upload my documents and I should have a response already to sharing my new proof of address too.

Hopefully you are right as it’s easy for them to take my money, but when yo want it back it’s impossible. This should not be allowed,

Regards,

Tom

Thank you very much for your reply, tomr832. Could you 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.

Dear tomr832,

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.