Konung Casino - Player’s struggling to complete account verification.

I made two deposits to this casino first one was 200 euros and second one was 140 euros both with deposit bonuses. After depositing second time I won 7416 euros while playing dog house. So after following deposit rules I was ready to withdraw my winnings. I provided all the documents and pictures to the casino that they demanded in order to get my winnings even had the Skype call with them to prove it is really me. So now I've been trying to get my winnings for month straight and I'm feeling really fooled because I've followed every casino rules they had and also providing every documents they asked and many times trying to talk to live chat without response and leading to now blocking my account so I can't use live chat anymore. Also they haven't responded my gmail. Sincerely Kim

Dear Kim,

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 takes 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?

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

Dear Kim,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi! I have not been informed what is the problem to verify my account. After i provided every documents they asked for they just decided to inform me through email my account is closed and after that i asked for reasons and tried to figure out what was the problem. After they decided to close my account for no good reason behind they just stopped answering my emails. Im still wondering the reasons for my accounts shutdown and any help with this case helps!

Best Regards, Kim

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

Hello Kim!

From now on, I will take care of your complaint. In order to proceed I'd like to invite representatives of Konung Casino into this complaint to help us with the resolution.

We would like to ask Konung 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 will have a negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.