Complaint #8 Kings Game Casino

Casino is Delaying the Verification Process to not Pay

By CT138

3 days ago

Message on forum

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.

Disputed Casino Kings Game Casino

Reason Verification issues

Amount €364.9

Discussion

62 hours left for CT138 to respond.

AskGamblers

• Support Team

1 day ago

Dear @CT138,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

Kings Game Casino

• Representative

1 day ago

Dear player,

We confirm that your pending withdrawal has been approved. We apologize for the delay and for the conflicting information you received about the verification timeline.

Following the review, Kings.game has decided to discontinue providing services to your account. This decision does not affect the approved withdrawal.

Kind regards,
Kings.game Team

CT138

• 1 reviews

3 days ago

Dear Askgamblers.com Team,

Just to be clear I am waiting for my withdrawal of 1 ETH.

Please find the screenshot attached.

Thank you

Kings Game Casino Complaint Stats

Resolved 2 / 2

Avg. Amount N/A

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Complaint Status

62h left

€365

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Kings Game Casino Complaints

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Account closure without stating a reason

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.

Resolved

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