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KingsWin Casino - Support refused to answer my questions and close my account

REJECTED
DANNKO Sweden
posted on October 5, 2018.

I just registered on Kingswin and deposited 50 euro. AFTER the deposit, i was automaticly linked to a KYC and i had to send a photo of my passport and also a photo where they can see my face and my passport.

After that, i asked support how long the verification process would take, i was told 24-72h. I didnt want to wait that long and nicely asked kingswin to close my account and pay back my deposit (50euro).

I was told i couldnt close my account i had to wait for my photos to be verified because these where the "club rules". I asked where i could read anything about it being against the rules wanting to close the account and get my deposit back, the answer i got where "You need to post a letter with all your questions to the E-mail support (and that would take 24-72h to get an answer from them).

So, now i am here. Due to being disrespected from there chat support from just asking simple questions.

Can i get my deposit back and can you please close my account?

posted on October 5, 2018.

Hi Lars,

Apologies for the inconvenience caused by our support team!
My name is Kate and I am responsible for operations here at KingsWin.
I've taken a look at your KingsWin account and it looks like you've already been approved and started playing.

Let us know if you still want to close the account. If you have any issues / questions, please do not hesitate to reach out to me directly at partne­[email protected]­kin­gsw­in.com

Good luck at KingsWin and have a wonderful weekend! :)

Regards,
Kate

posted on October 8, 2018.

Additionally, here's some further information that you may find useful:
KingsWin has Estonian gambling license which requires all players to be verified. Normally verification takes about 5-20 minutes, in more complex cases verification process may take up to 24 hours (it's a very rare occasion though). Verification allows us to speed up the withdrawal time for players and normally verified players receive money within a few hours for all payment methods.

Hopefully this info is useful!
Do let us know if you have any further questions :)

AskGamblers
posted on October 8, 2018.

Dear @DANNKO,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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