The player from the United Kingdom won over £8000 on Kong Casino but faces issues withdrawing due to a new bank card. The casino requires using the registered card for withdrawals, and attempts to deposit using the new card are blocked because she has reached the maximum allowed funds. She has emailed the casino multiple times without a response.
Kong Casino - Player's withdrawal is delayed due to account restrictions.
Amount: £8,500
Kong Casino
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for Casino Guru to reply
6d 11h 43m 59s
Case summary
12 hours ago
Public
Public
13 hours ago
Hi,
I recently won £8000+ on kong casino.
I have won on this platform previously and Al thought withdrawals sometimes take a few days i have had no problem.
this time, I have a new bank card and when trying to withdraw it says " you must add funds using the registered card in order to make a withdrawal" however when I try to make a deposit using my new card it says that i already have the max funds in my account…
I have emailed the casino several times however no response, I am hoping to get this sorted as soon as possible and would appreciate your help 🙂
hopefully they are just experiencing delays, I am just hoping to have my withdrawal processed soon 🙂
thankyou
Public
Public
13 hours ago
Dear Bethturner07,
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.
Did you attempt to make just the minimum deposit to verify your new card?
Are there any other withdrawal methods you've previously used for deposits besides your old card?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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.
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