Complaint #9 Kingamo Casino

Withdrawal not processing

By Abhi301295

1 year ago

It's been 25 days my withdrawals are not getting processed. They are cancelled by them each and every time. Customer support says they have no information and verification might have been cancelled. But verification team is not responding over email and there is no other way to communicate. They have asked video images pdf. In fact they have asked for salary slips for three months. Also goverment notarized identity card. Which platform does this? I have shared them, but they have still not completed the process.

Disputed Casino Kingamo Casino

Reason Delayed payment

Amount ₹67650

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Abhi301295,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Abhi301295

• 1 reviews

1 year ago

Now I have left no money or winning. It was totally fraud you guys waited 25+ days and when I lost funds you are saying verification completed. No the hell I am interested in anything from this platform. Scammers

Kingamo Casino

• Representative

1 year ago

Dear Abhi301295 and AskGamblers,

We are pleased to inform you that the gaming account has been successfully verified.

Thank you for your patience.

Kind regards,
KingAmo Casino Team

Kingamo Casino

• Representative

1 year ago

Dear Abhi301295,

We’re sorry to hear that this situation has caused you inconvenience. Please know that we are continuously working to improve our services and provide you with the best possible experience.

Please note that the additional documents were requested solely for security reasons and in full compliance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon KINGAMO Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

Dear AskGamblers,

Kindly note that the request for additional documents comes in line with KYC policies and anti-money laundering regulations. We are fully committed to ensuring timely processing of winnings and do not intend to cause any unnecessary delays.

At present, the documents are still being reviewed by our Verification Department. As soon as the review is completed, the customer will receive an update via email.

Thank you for your cooperation and understanding.

Best regards,
KingAmo Casino Team

Kingamo Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $1,767

Avg. Complaint Duration 45 days

Avg. Response Time 3 days

Kingamo Casino Complaints

See all complaints for this casino

Kingamo is scamming me since May

Kingamo.com has been fooling me since May 29th.

I requested a withdrawal on the 29th. Normally, I would get the money in two days. I have been waiting for three days, and nothing has happened. Then they rejected my withdrawal of €3000.

I contacted customer service, and they said that they were moving to a new platform. I believed them and waited again. It has been 33 days.

Now their website and email are not working. I am a fully verified player, and it is not my first withdrawal.

I have proof of winning, chats, and emails.

Unresolved

€3,000

Stalling with KYC

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

Resolved