Complaint #12 King Casino

Delayed payout beyond processing time

By ahmad92

3 years ago

I have a pending withdrawal of £43,634 and it is pending since 21st of April 2023, was been told that the processing time is 48 hours and I have contacted customer support but they keep on saying we can see it is pending and will be processed shortly but I am not getting any positive answer. They keep on delaying my cash out.

Disputed Casino King Casino

Reason Delayed payment

Amount £43634

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

ahmad92

3 years ago

Askgambler please close the complaint as the matter is now resolved.

Thanks

King Casino

• Representative

3 years ago

Hello AHMAD92,

As mentioned these checks are a common practice for large wins.

Please note, these checks can take up to 10-14 business days due to it being with a third party. Once completed, the cashout process is resumed.

Having checked your account, it appears the checks were completed and the withdrawal processed on Friday.

Kind regards,
The King Casino Team

ahmad92

3 years ago

Just had a chat with king casino representative, first of all she was willing to answer my questions and out of sudden she refused to go into detail of my account.

Is it the service you providing to your customers, where your representatives have no knowledge of what to say to the clients?

Askgambler this casino is a serious concern as their terms and conditions doesn’t follow the guidelines of UKGC and they have no funds to pay their winners.

King Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $20,558

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

King Casino Complaints

See all complaints for this casino

Withdrawal stuck in process

I withdrew on Sunday, the 13th.

Given the allotted 48-hour processing time, my withdrawal is still stuck in process.

6 days later, I’ve been on chat and have been told many different reasons, albeit a technical issue, however, one operator has told me the issue been resolved and my payout would be any day, and another has said still a technical issue.

Via TrustPilot, it’s been an issue for weeks, and nobody is getting their withdrawals.

I would really like a clear answer as to what is happening

Resolved

£500

Arbitrary and unfair application of group Self-Exclusion policy

I opened up a account with King casino after checking on ask gamblers to make sure they are not part of any casinos which I have played before and SE due to typically poor service (normally around the area of withdrawals) I checked and it came up as jupiter, I signed up and played.
I then recieved a message asking for KYC and AML which is the norm and sent them off,
I then recieved a email saying that I have already SE from a sister site, they wouldn't confirm which site or when and asked why I SE, I tried to contact the casino via chat and kept getting timed out and tried to contact via email via the links in their emails and non work support@ and care@ have all bounced back.

I recieved a email saying that I have now been SE from all their sites, I am under the impression when I SE from a site then it should also apply to all others and also marketing from the group should cease (this is the case with another group I SE from) . I have since sent emails and all have bounced back. King casino also state that I have now been SE due to responsible gambling, I do play at various stakes including high but I have full control of where, what and how much I play. I stated in a email that I SE from one of their group companies (aspers group) as I had no communication in terms of how a large withdrawal can be made and without any assistance I eventually played the balance away, losing the balance is part and parcel of gambling, you win some and lose some but my concern is when you contact customer services and they avoid you (quite similar to King at the moment)

I enrolled using my credentials of name, address, email and phone which are the same for all the casinos I play at, there was no covering up of any information.

I'm under the impression that if I falsified information then my deposit, any winnings would be forfeited / confiscated. As I used my credentials then I'm also under the impression that I shouldn't be able to sign up to any casino in the group, so therefore see there is a issue with their SE system, on that basis I'm under the impression that my bets would be void and a refund of deposits would be due.

I am unable to follow up with the casino as I'm now blocked and can't use the chat function (albeit it doesn't work) nor are any emails being recieved or replied to so ask that ask gamblers can assist

Resolved

£5,000