Complaint #5
Kingamo Casino
Stalling with KYC
1 year ago
I created my account on the 7th January and deposit $750 via crypto and had been playing without any issues.
20th January they froze my account and asked for photo ID which I provided. They then asked for address proof which I provided. They then asked for a selfie holding my ID, which I provided. They then told me my hands both needed to be fully visible, so again I sent.
They slowed down with their responses to my document submissions. At this point they take a week to respond each time. They asked me for a video after all of the above, showing my ID and speaking some phrases they had requested and showing my ID close to the camera so that they could see holograms. I submitted this the same day that they asked for it.
They took 1 more week to respond after I sent the video. Now saying to continue the process they need
- notarized passport
- me to prove that I own my cellphone number (whatever this means)
- a recent payslip
At this point, enough is enough. Everytime I supply something, they ignore me for a week and then either tell me there is something wrong with what I provided (such as hands not showing in a selfie) or that they need further documents.
I requested that they close my account completely and return my balance to my original payment method (USDT wallet). Their response was to send an email telling me that if I do not comply with their most recent document request that they will be leaving my account suspended and charging it 100 euro per month until there is 0 balance left.
I appreciate in advance any assistance you may be able to offer. I dont wish to play on this site anymore for obvious reasons and I dont see why I should have to spend $200 to get my passport notarized when I have provided them extensive verification documents already. They claim its because they have strict AML policy, but of course this isnt the case or they wouldnt allow players to deposit without all of these checks being done first. They are only forcing this upon people who have a good account balance, or people wishing to withdraw, in the hope that the customer will decide this process is too much hassle (which i assume happens very often when people have lower account balances than mine and the cost of notarizing their passport is more than their account balance)
Regards
Gaston
20th January they froze my account and asked for photo ID which I provided. They then asked for address proof which I provided. They then asked for a selfie holding my ID, which I provided. They then told me my hands both needed to be fully visible, so again I sent.
They slowed down with their responses to my document submissions. At this point they take a week to respond each time. They asked me for a video after all of the above, showing my ID and speaking some phrases they had requested and showing my ID close to the camera so that they could see holograms. I submitted this the same day that they asked for it.
They took 1 more week to respond after I sent the video. Now saying to continue the process they need
- notarized passport
- me to prove that I own my cellphone number (whatever this means)
- a recent payslip
At this point, enough is enough. Everytime I supply something, they ignore me for a week and then either tell me there is something wrong with what I provided (such as hands not showing in a selfie) or that they need further documents.
I requested that they close my account completely and return my balance to my original payment method (USDT wallet). Their response was to send an email telling me that if I do not comply with their most recent document request that they will be leaving my account suspended and charging it 100 euro per month until there is 0 balance left.
I appreciate in advance any assistance you may be able to offer. I dont wish to play on this site anymore for obvious reasons and I dont see why I should have to spend $200 to get my passport notarized when I have provided them extensive verification documents already. They claim its because they have strict AML policy, but of course this isnt the case or they wouldnt allow players to deposit without all of these checks being done first. They are only forcing this upon people who have a good account balance, or people wishing to withdraw, in the hope that the customer will decide this process is too much hassle (which i assume happens very often when people have lower account balances than mine and the cost of notarizing their passport is more than their account balance)
Regards
Gaston
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