Kings Game Casino

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

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​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.

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.