Complaint #4 Kings Game Casino

Account closure without stating a reason

By mpiotr32

3 weeks ago

When I tried to request a withdrawal, I was asked to send a selfie and photos for verification.
I submitted everything and received a message confirming that everything with verification is ok (I’ve attached a screenshot). Today, however, I can no longer log in. I was told via chat that my account has been blocked, but they are unable to provide a reason. I didn't use any bonuses. They simply revoked my access overnight for no apparent reason.
I would appreciate some assistance with this matter, as the platform is highly rated.

Disputed Casino Kings Game Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Kings Game Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Kings Game Casino

• Representative

2 weeks ago

Dear AskGamblers Complaint Team,

Thank you for giving us the opportunity to provide a detailed clarification regarding this complaint.

The decision concerning the account was based exclusively on the player’s sportsbook activity and the results of a review conducted under our sportsbook risk-management procedures.

The review identified repeated bets placed on events where data updates were delayed. As a result, the player placed bets at outdated odds that no longer reflected the actual state of the events or current market conditions.

The final decision was based on the following provisions:

Rule 6.1
All bets are accepted or rejected at the Sportsbook’s discretion and are subject to the Sportsbook’s risk-management policies.

Rule 6.4.3
The Sportsbook reserves the right to void bets or suspend payments where there are indications of unfair practices, including bets involving obviously incorrect or improper odds.

Rule 6.5
Where there is an obvious error in the odds or market limits, the Sportsbook reserves the right to void the affected bets. The Sportsbook may also void a bet where it has been determined that the End User obtained an unfair advantage.

Rule 6.6
In cases of suspected unfair activity, the Sportsbook reserves the right to void any bet or suspend withdrawals for up to 31 calendar days.

Rule 6.8
The Sportsbook reserves the right to suspend the acceptance of bets for an individual End User ID without prior notice.

Additionally, Section 11 of the General Terms and Conditions permits Kings.Game to suspend or terminate accounts that violate the Terms or are associated with risky, fraudulent, or illegal activity.

We would like to emphasize that the player’s personal and deposited funds were not confiscated. Before the account was closed, the player successfully withdrew an amount approximately four times greater than his total deposits. Only the remaining winnings associated with the sportsbook activity found to violate the above rules were annulled.

Therefore, the player recovered all deposited funds and received a substantial profit before the termination of services. The decision to annul the remaining winnings and close the account was made following the sportsbook risk review and in accordance with the provisions cited above.

The relevant withdrawal confirmations and supporting evidence have been provided to the AskGamblers Complaint Team.

We respectfully ask AskGamblers to assess this complaint based on the nature of the player’s sportsbook activity, the results of the risk review, the evidence provided, and the specific provisions of the Sportsbook Betting Rules cited above.

Best regards,
Kings.Game Team

AskGamblers

• Support Team

2 weeks ago

Dear Kings Game Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue, the actions taken by your management and quoting of all the relevant terms that were breached by the complainant.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

mpiotr32

2 weeks ago

Askgamblers! I would like to thank You for help with this matter. Kings.game’s explanation isn't backed by any evidence; they couldn't even specify exactly what I had done or which rule I had supposedly broken. I have screenshots from the chat where they failed to provide an explanation. Their entire argument essentially boils down to the fact that I won more than I deposited. Once they realized I had won and wanted to withdraw a portion of the funds (not even the whole amount, as I intended to keep using the service) they decided to close my account and confiscate my winnings. Their reasoning was that since I had already withdrawn more than I deposited, they could simply take the rest, claiming it exceeded the value of my deposits. That is absolutely absurd. Does that mean any bookmaker has the right to seize a customer's winnings simply because they won more than they deposited? In the meantime, they had also asked me to complete a verification process involving a selfie and photos, which I did.

Kings Game Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $139

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Kings Game Casino Complaints

See all complaints for this casino

Withdrawal blocked after additional KYC verification no clear timeframe provided

Account Details

Casino:Kings.game
Username / Display Name: MEGA500
Account ID:US-4054-2291
VIP Level:Level 129 — MASTER

1. My Account Had Already Been KYC Verified

Before I started playing on Kings.game, I completed the KYC verification process at the beginning of July 2026.

My verification was successfully completed, and I received the following confirmation:

KYC Completed — Your identity has been verified.”

I only started playing at the casino after my account had been successfully verified.

Over time, I played regularly, and my balance increased to approximately $4,000.

2. Withdrawal Request and Additional Verification

On September 19, 2026, I decided to withdraw part of my balance.

After submitting the withdrawal request, I received an email informing me that another account verification was required:

Verification required

Reason:
Account verification required

The email also clearly stated:

“Verification usually takes 24 hours after submission.”

I immediately submitted all the documents requested for this additional and more advanced verification.

3. More Than 48 Hours Without Resolution

After submitting all the requested documents, more than 48 hours passed without my verification being completed.

My withdrawal remained blocked, and I was unable to access my funds.

Since the casino's own email stated that verification usually takes 24 hours, I contacted live support after that timeframe had passed to request an explanation and an update regarding my account.

4. Support Could Not Provide a Specific Timeframe

The live support agent informed me that the verification could take an unspecified amount of time.

However, I was not provided with a specific timeframe for completion, nor was I given a clear explanation as to why the verification was taking longer than the timeframe indicated in the official email.

As a result, I have no clear information regarding when I will be able to access my funds.

5. Communication With My VIP Manager

I also contacted my VIP manager, Emily, who introduced herself as my personal VIP assistant at Kings.game.

She had previously explained that I could contact her directly regarding payment issues, technical problems, and bonuses.

She later told me:

> “At the moment, your account is under verification. As soon as I receive a response from our security team, I’ll let you know. Unfortunately, I can’t give you an exact timeframe for when the verification will be completed, but I’m doing everything I can to make sure it’s done as quickly as possible.”

This confirms that I have still not been given a specific timeframe for completion of the verification.

This concerns me because the official verification email I received clearly stated:

Verification usually takes 24 hours after submission.”

I therefore requested clarification regarding the extended timeframe, but my withdrawal remains blocked.

6. Why I Am Asking AskGamblers for Assistance

I fully understand that a casino has the right to conduct security, KYC, and AML checks, including additional verification when necessary.

My concern is not the fact that Kings.game is conducting a verification.

My concern is the lack of a clear explanation and the continued restriction of my withdrawal, particularly because:

My account had already been successfully KYC verified in July 2026, before I started playing;
I received confirmation that my identity had been verified;
I subsequently played on the platform and accumulated a balance of approximately $4,000;
I requested a withdrawal on **September 19, 2026**;
I was then asked to complete an additional verification;
I immediately provided all requested documents;
The official email stated that verification usually takes **24 hours**;
More than **48 hours** have passed without the verification being completed;
Live support was unable to provide me with a specific timeframe;
My VIP manager also confirmed that she could not provide me with a specific timeframe for completion of the verification.

7. What I Am Requesting

I respectfully ask AskGamblers to assist me in obtaining a clear resolution from Kings.game.

I would like Kings.game to:

1. Complete my verification as soon as reasonably possible;
2. Clearly explain why additional verification was required after my account had already been KYC verified in July;
3. Provide a clear update regarding the status of my account and verification;
4. Clearly explain the applicable timeframe for this verification;
5. Process my withdrawal and allow me to access my approximately $4,000 balance, subject to the completion of any legitimate verification requirements.

I have fully cooperated with the verification process and provided all requested documentation.

I am not asking Kings.game to bypass legitimate security procedures. I am simply asking for transparency, a clear explanation of the applicable timeframe, and reasonable access to my funds once the required verification has been completed.

I hope this matter can be resolved quickly and amicably with the assistance of AskGamblers.

33h left

$4,000

Casino is Delaying the Verification Process to not Pay

Account Details:
Casino: Kings.game
Username / Display Name: CT138
Account ID: US-4601-6014
VIP Level: Level 102 (PRO)

Issue: Unresolved KYC Delay / Arbitrary Account Restrictions / Delayed Withdrawal

Complaint Description:

I am submitting this complaint following the full expiration of Kings.game’s standard verification window. Over 48 hours have passed since I uploaded all requested documents for "advanced verification" (submitted September 16 at 22:00), yet my pending withdrawals remain frozen and my account features are arbitrarily restricted.

1. Exceeded Standard SLA & Shifting Timelines

Official Email SLA: The automated notice sent by Kings.game explicitly states: "Verification usually takes 24 hours after submission."

Live Support Stance: When I requested an update past the 24-hour mark, support agent Vadym stated the review "may take an unspecified amount of time."

VIP Manager Claims: My VIP manager (Emily) claimed that "according to casino rules, documents can be reviewed within 30 days."

I have thoroughly reviewed Kings.game's published AML & KYC Policy (kings.game/help-center/aml-kyc), and no 30-day clause exists. The casino is inventing unwritten rules to hold funds indefinitely.

2. Arbitrary and Selective Account Restrictions

The claim that my profile is fully frozen under an automated security check is demonstrably false:

On 16/09/2026 at 20:05, the initial "Verification required" trigger was placed on my account.

On 17/09/2026 at 02:00 & 02:01 (hours after the verification trigger), the system allowed me to claim my Daily Bonus, Recharge Bonus (225.76 CHIP), and Lucky Wheel Free Spins.

Now, the casino has manually placed an "action blocked" error on my profile to prevent me from claiming my accrued VIP perks while continuing to withhold my payout.

All internal avenues have been exhausted. The casino has exceeded its published standard processing timeframe and continues to provide evasive responses without a completion date.

Desired Outcome:

I request AskGamblers’ intervention to compel Kings.game to finalize the verification review immediately and process my full balance/withdrawal without further arbitrary delays.

Resolved

€365

Account blocked and 1300 USD confiscated

Kings Game blocked my account and is withholding approximately $1,300 after falsely accusing me of “bonus abuse”.

This accusation makes no sense, as I have not used any bonus on the account at all. I have only been placing sports bets, mainly on the World Cup, and I had already been able to make withdrawals before this.

When I contacted live support, they first confirmed that my account was blocked. When I asked why, they claimed it was due to bonus abuse, even though I never used any bonus. I asked them to explain which bonus they were referring to, what rule I allegedly breached, and what evidence they had. They refused to provide any proper explanation and simply said that the decision was non-negotiable.

If Kings Game no longer wants me as a customer, that is fine. I am happy to walk away. However, they should not be allowed to block my account and keep my funds based on a false and generic accusation.

If Kings Game no longer wants me as a customer, that is fine. I am happy to walk away. However, they should not be allowed to block my account and keep approximately $1,300 based on a false and generic accusation when I did absolutely nothing wrong.

I am requesting that Kings Game pay my remaining balance of around $1,300 and close the account if they wish. I have uploaded a transcript and a print screen, but I'm not able to log in.

I also respectfully ask AskGamblers to take on this case rather than simply referring me to the licensing authority. In my experience, if the matter is only sent to the licensor, it can easily lead nowhere, especially if the operator chooses not to respond and there are no real consequences for them.

This is why I am asking AskGamblers to review the case and give Kings Game an opportunity to publicly explain how they can accuse me of bonus abuse when I have not used any bonus and why they believe they are entitled to withhold my funds.

Resolved