Complaint #26 Kingdom Casino

Delayed payment of €1,147

By Emil G.

4 years ago

Hello, I want to report a problem with withdrawing funds from Kingdom Casino.

About a month ago I started playing in their tournaments. I won two consecutive tournaments and my balance grew to 1147 euros. At the beginning of the third tournament I noticed that I did not accumulate points as a participant. Here I want to note that I played by all their rules. I received a message from their support that my participation in the tournaments is prohibited. I was disappointed and decided to withdraw part of my profit, namely 600 euros. I sent all the necessary documents for the verification of my account: ID card, bank statement with address.

That was not enough. A request for documents began: a driver's license, a household invoice, although I had given a bank statement with an address, a statement of my payment method, proof of where I got 20 euros to deposit with them, and finally they asked for my photo, which holds a sheet with written date and greeting HI KINGDOM KASINO. I think they were openly mocking me!

I gave them everything they wanted, and after each new document sent, I started withdrawing the entire amount in my balance of 1147 euros, and they still rejected it.

Until they finally stopped asking for documents, there was nothing more to ask for, and my withdrawal remained. I also contacted their live chat to find out the reason for all this, but I received inadequate answers.

I know that they have a very good rating with you and I hope you will help me in my dispute with them.

Disputed Casino Kingdom Casino

Reason Delayed payment

Amount €1147.1

Discussion

AskGamblers

• Support Team

4 years ago

Dear @emko,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Kingdom Casino

• Representative

4 years ago

Hello all,

Thanks for reopening this complaint, dear AskGamblers Complaint Team.
I'm writing here with the intention to resolve the complaint in question. The player reported about delayed payment, which had been processed successfully.
So, let me shed some light on this issue. According to the withdrawal policy at Kingdom Casino, our casino reserves the right to check a player's identity and all payment methods used prior to processing any cashout. The essence is that we must ensure in the safety of transactions we make, as per the license we operate under. It's the main reason why our casino held the player's winnings. Once the player had managed to provide with all needed documents, the withdrawal order was processed by our payment officer immediately.
We believe, our casino has met the player's expectations. Therefore, we kindly request that this complaint be resolved.

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per Kingdom Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Kingdom Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $6,368

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Kingdom Casino Complaints

See all complaints for this casino

They closed the account and debited the funds

Hello, the other day I registered at this casino, received a bonus without deposit free spins, played them back.

I put $50 on withdrawal. First, they cut it to 35, according to the rules of the casino.

Then they asked for a selfie with a passport and a date twice, I provided everything. The verification was completed successfully.

A day after that. they closed the account, said they had found a duplicate account.

I have one account at this casino, I registered there for the first time, and found out about them only the other day.

I was just deceived, and in the help chat they do not give an answer in what exactly I violated the rules.

Resolved

Pending withdrawal for over 24hours

Hi. I played at Kingdom casino which website is https://www.kingdomcasino.com/

My account is fully verified and all balance is real money. I wagered over its requirement and tried to withdraw for 475 on 14th of OCT 2021, 20:50.

It's has been pending for over 24h with no approval, so I cancelled it since it was too long. And I tried again on 15th of OCT 2021, 21:40.

Now it is over 24 hours again. I asked the live chat. They said its in queue. Asked me to wait. I asked them for time frames, they have no answers for me.

Here is the attachment latest live chat and withdraw history.

Resolved

$475

Not processing payment of winnings

Winnings are not withdrawn for the fourth day. Every day they write to write tomorrow. They removed Neteller from withdrawal methods and do not pay out on Piastrix. The last deposit was made on July 20th via Piastrix slightly less than $ 30. All documents and payment wallets are verified but they don't pay out 15,000 RUB (about $200). Last year I also made deposits through Neteller.

I ask Askgamblers to help in this situation since I no longer believe in kingdom casino.

Resolved

руб.15,000

Delayed withdrawal of 40000 Euro

This is a new complaint AGAIN against kindgom casino.

Ofcourse what will the subject be other than (withdrawals issue) .

(Not paying winnings)

After 14 days!! 14days! Of muchbetter ewallet replying and sending me proof document for kindgom casino which they requested to trick me and not process my withdrawals I have finally decided to send it to kingdom and hooolalooya I verified my much better ewallet account not giving kingdom casino anymore excuses.

Since I verified all my account and verified 4 different payments I decided to play again.

LUCKILY I WON 40K.

I wish I won it with another casino to complete happiness instead of being miserable by kingdom casino chat suport. Running after my winnings and fighting here and there as if its charity.

Why have a casino if they don't process withdrawals on time??

Its stated in askgamblers and there own website that 24 hours is processing time.

They claim in there website super fast withdrawals.

They send emails saying you will get withdrawals as fast as deposits.

(NOT TRUE)

Now 2 days passed and I didnt get my withdrawals.

Isn't it 24 hours processing.

Chat chat support just makes me more and more annoyed.

They are useless they probably hate me too and try there best not to help me.

Copy paste copy paste.

Whatever I ask whatever my question is its just a general copy paste answer.

Telling me to wait more telling me managers will check it telling me your in the que ect......

Askgamblers please help me to get my winnings.

Why are they not following terms and conditions?

Why are they not following there own rules???

Resolved

€12,000

Delayed withdrawal 16500 euro

I have requested withdrawals from kingdom casino 2 days ago knowing that max withdrawal processing tine is 24hours.

Yet 48 hours and it hasn't been processed every few hours they cancel my withdrawal and everytime they cancel it they say its a new que which of course every logical person understand that this is manipulation to delay the process.

I made deposits and deposits are verified through bitcoin, debit card, neosurf.

So basically I have the same 3 withdrawal methods available stated above.

I requested bitcoin withdrawal and they canceled it manually.

I asked them why? They said no bitcoin withdrawal available.

Note: I made a bitcoin withdrawal 1 week ago everything was fine so why rejecting it this time?

Are you guys out of btc?

What's the reason no reason given.

Who know maybe they're hoping for me to play and lose it all by delaying the process of paying.

I then requested debit card withdrawal again they rejected

saying not possible why not possible. who knows?

Reasons please?

No reasons given.

They ask me to make a skrill account but skrill blocks gambling transactions in my country.

Anyway why would they ask me that when i made deposits in 3 different methods.

What are they thinking telling me all withdrawals of my deposits are not available?

Basically they are trying there best to delay and delay and delay the withdrawal.

I will not lose the money this old strategy by online casino trying there ultimate best to delay withdrawals is now so old.

It just shows unreliability from the casino trying to trick customers.

Processing time should strictly be watched by license providers.

If I deposit 50k in 1 day they would not wait 1 minute to take it.

Askgamblers please help to push kindom casino to send me my withdrawal.

Such a shame they're trying to delay payment.

Its funny they advertise as fastest withdrawal time.

I only trust them as a dama nv group yet this casino although from dama yet delaying withdrawals.

Rejected

€16,500

Deposit not credited for 3 days

3 days since I made a deposit and its still pending. Support will not help all they say is wait. I've given them proof of my deposit from my neosurf account and that its been taken from the account but they still won't help or do anything to fix it. I've contacted multiple times every day for 3 days now they tell me to wait, then cut me off; now they totally ignore me.

Resolved

$10

Giving me a hard time with only a €100 withdrawal

I have been waiting since 20.12.2020 my withdrawal to be accepted. I have almost daily went to their live chat and at first, they asked me to contact Skrill. I was a bit ?? with that since i used Rapid Transfer to deposit there. Well i contacted Skrill twice and they were as lost as i were. Went back to Kingdom Casino Livechat and told them that they didn't know what was the issue. Since then my account has been under investigation and today they sent me email that they need my Skrill account info. I sent them copy of the info. After that i went to livechat and asked what should i do since i cant press the withdrawal method "Skrill" since i havent deposited with it. I used Rapid Transfer were you dont need skrill account information. Only bank verifications and hop you are good to go. Then they asked me to make small deposit with Skrill which i refused since i haven't got my earlier money out yet. Amount i'm trying to get out is 100 euros.

Hope you can help me Askgamblers

Resolved

€100

Withdrawal time

I like this casino because of their wide selection from slots, video slots, roulette, live games etc.
I was lucky and won 47000$. I startet withdraw them sunday evening. at first the max withdraw is 4000$ each time. Thats fair enough.
But i find it very dissapointing that they say they have fast withdrawals (within 24 hrs)
Thats not true. The withdraw that got accepted i made 3 more withdraws with that. within a minute.
And all they can say is that i got into a que. I find it hard to believe that somehow 200.000 others made a withdraw within that exact minute i chose to withdraw.

I hope that the manager will look into this and proceed with my cashouts/withdrawals. Thats all i need.
So please help me askgambler and kingdomcasino.

kind regards Flemming

Resolved

$47,000

Payment takes so long

Hello

I would like to write the complaine about the Kingdom Casino .
I am play now the casino for few weeks and i spend so much money but also had nice win.

But of course when thy have to pay is take such a long time i requested cash out i am now wait 2 days to be approved and of course still pending.
The chat cant tell me nothing at all .
I had the same issue last week .
Now if is it going to be like that every week when i cash out than what should i do .

I undestand thy do all kind of check but thy did that already last week and this week the same .

Ask gambler please help me resolve this issue with Kingdom casino becouse to wait every week so many days to be procesed my cash out is just to long and i am VIP gold in the casino and didnt had any privilage at all i attachement you see what thy have on their website but is not true at all no fast payout at all

Resolved

Cancelling payments over and over again

I deposited 50€. After playing throught the welcome bonus I now have 150€ in my account.
I keep trying to request a withdrawal, it gets cancelled without any information transmitted to me.
I asked the live support multiple times, the answer always being I need to "confirm my withdrawal address".
Since the address-confirmation link is broken, I got asked to send an E-Mail confirming my address.
I send them an E-Mail. The response: Please request the withdrawal again and send us another E-Mail.
I do that. No response, cashout rejected. I ask the Live support. I am supposed to send another E-Mail.
I do that. No response, cashout rejected.
I send another E-Mail. Cashout rejected.
I ask the live support. I am supposed to send another E-Mail.
I send one more and then decide that it's time to open a complaint because I doubt anything will change at this point.

I am trying to get my money since 4.10.2020, the date at the time of writing is now 12.10.2020

I provided a few screenshots to support my claim. Please note that I censored parts of the image that disclose my identity / mail address. If the AskGamblers support team needs more evidence and / or uncesnored screenshots, I am happy to provide that. Also note that the name in the E-Mail screenshots is a fictive one, so I am fine with disclosing it to the public.

Resolved

€150