Casino Kingdom - Рахунок гравця закрито, а виграш відкладено.

So I've been a member with this casino for around two months, I deposit via my debit cards and paysafes, the other morning I won 100k, after withdrawing it I played a few thousand then decided to hang it up and get excited to tell my family, now shortly after I am told to verify, then I quickly upload my license and my proof of address, both were confirmed and after speaking to the live chat I was told congratulations and that I would be only aloud a maximum of 4000 per week to which I accepted since my withdrawal was substantially a lot bigger than my total deposits ($2500) they told me it would be in pending for 2 days then be releasing $4000 to me on that coming Friday, on Thursday I ask how come it says I'm in arrears , Ryan the live chat gyy says it's because there's been a problem with me depositing and they e credited my account and to fix it all up for me would I like to correct the arrears with $200 out of my winnings and he said sweet your withdrawl is all still on track for Friday...come Friday. I ask live chat a status of my acc, they say to me my account is once again in arrears! $168 so once again they correct it with my winnings I'm at this point distressed as I've never had my payments bounce back into my acc, the guy then says you will have to email risk management in regards to your account , then they locked my casino account and requested I provide . My passport ( I don't have one hence why I verified my license) - I did however offer my birth certificate and anything else to verify.

They asked for front and backs of all cards on my account

Three are my asb bank debit cards 700+

I've deposited off my kiwibank card $600+

And off my personal rent acc westpac debit $200

I removed 2 of my debits as those cards I rarely use and only for specific things i.e rent and left only the cards that have my wages n spending money in them

I uploaded front and backs of cards they had asked for and a bank statement also

They won't reply to my emails and are being really confusing with what documents they actually require I'm at my wits end I feel I've been treated unfairly.

Regards ***** *****

Hello Cassmason21,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Kingdom. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi there,

I won the money a week ago and as soon as I withdrew from the casino they were asking for verification.. so I did that(uploaded drivers license and proof of address) it's been on going for the last 7 + days now..

I've uploaded the following documents

drivers licence - verified

Address proof - verified

Front and backs of my westpac debit, asb debit and my kiwibank debit card,

They asked for a passport but I haven't got a passport, so I don't know what to do in regards to that. Best I can supply is my birth certificate?

Last contact I had from them was them saying they wanted a bank statement . And fronts and backs of all cards . And a copy of a passport

I get verification can take a Lil while but they have locked me our of my account and don't respond to any emails, and the live chat team went from being so friendly to now bluntly telling me that they can't do anything and to email risk management, it's so frustrating

Thanks for helping with this

***** *****

Any updates

Hello Cassmason21,

As previously stated, verification may take up to 14 days which has now passed - can you please advise if there's been any update from the casino?

If still not, we will try to intervene.

Regards,

Nick

There has been no update from casino kingdom at all

Kindest regards

***** *****

Thank you Cassmason21 for all the information provided. I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Hello, Cassmason21,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Kingdom team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked?

What needs to be done on her side to complete the KYC/verification and withdraw her winnings? Can you provide her with clear instructions on how to proceed? As for the passport - what do you suggest if she simply does not own one?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Branislav

I have sent an email followup to our risk guys.

I will be on leave until the middle of next week so I will be back then to update the case.

Cheers

Hi again

If the player has sent every document that risk management requested from them, they can send an email to [email protected] to make a formal complaint.

Cheers

They stopped responding to emails when I was trying to establish/clarify what more it is that they wanted??? Like they never replied back about what I can do if I don't own a passport, I have my licence and birth certificate. I also have the physical cards in question - and have provided front and back photos of them.

My account was asked to be verified as soon as I hit withdrawl, so I promptly uploaded my ID and proof of address. They both were verified so I thought my account was able to proceed with my withdrawl.

I havent breached any t&c - I don't have multiple accounts on casino Kingdom , I do not cheat or exploit any bonuses, I've spent a decent amount of money on casino Kingdom and played on there regularly, my cards used for deposits are in my name and my bank account is also my own.

I can provide bank statements to show my transactions with casino Kingdom.

I'm so disappointed and this has been incredibly stressful for me, I was elated to win it was my big break from my 9 to 5 and the stress of being a solo mum of a 4yr old, I needed this. When this happened I'm left feeling disheartened and really offended that I'm been treated this way.

My account is not fraudulent I am who I say I am.. so I'm still very confused as to why my winnings are being withheld.

Kind regards

***** ******

And thanks for providing the complaints email, I will be definitely emailing them about what I've been dealing with... 🙁

Thank you both for your replies.

Dear Cassmason21,

Have you already provided the casino with all the documents they asked for (except for the passport)? If not, I recommend doing it as soon as possible.

Dear Casino Kingdom team,

This is also a formal complaint.

Can you please provide us with instructions on what the complainant is supposed to do if the casino requests a passport that she does not own?

Thank you.

Hi Branislav

Now that the player has emailed the official complaint address above, I will have to wait until they have resolved the case before I can post any further here.

Cheers

Alright, I understand, and thank you for the update, Casino Kingdom team.

Some time has already passed without any updates. Is there any news, please?

Looking forward to hearing from you.

Can the player please respond if they have heard anything? If not then I will follow up with the department.

Sure.

Dear Cassmason21,

Any news or updates, please?

Thank you.

Not one word this is crazy

Kind regards

***** ******

I have sent an email to follow up.

Hi again

It seems that the player filed a dispute with eCogra back in January which is why there are no further replies.

Unfortunately I am unable to help further until eCogra has made their decision. The decisions typically take around 90 days.

Cheers

Hi there

I have had a response back from ecogra

They said I have to complete the document requests,

I've sent in alot of documents but have no idea if I've missed anything.. risk management won't reply to any of my emails of me asking what it is they are still waiting on?

If you could get that information for me I'd be extremely grateful as you seem to be the only one from casino kingdom whose actually contacted me back in regards to my claim

Thank you so much

****** ******

I don't have a passport? What can be done in this instance?

Yes from my knowledge ive provided as much as I could, it would be extremely helpful to know what it is they still require from me? Or if ive missed something

Kindest regards

****** ******

You can find the verification documents here: https://www.casinokingdom.eu/en/terms/

See 6. Verification Procedure

I would also double check against the list I gave you above to see that you have supplied the bank statement showing what they've asked for for each of those cards.

Greetings all,

I am sorry for the delay.

Dear Casino Kingdom Team,

After more than a month, I am asking the same - what is the player supposed to do if the casino requires a passport and she does not own one?

Thank you.

Dear Cassmason21,

Thank you for your email.

Can you please provide us with the requested, as the casino representative asked above - 'What does the letter from eCogra say exactly'?

Please provide us with the eCogra's response (a screenshot or forward the whole communication via email) and feel free to forward all the documents listed above to my email address ([email protected]). You received the complete list of the required documents. Except for the passport, you should be able to provide everything. So, it would be highly appreciated if you could prove you can provide the casino with everything except for the passport.

Thank you. Looking forward to hearing from you.

Hi Branislav - I supplied the information regarding the passport above already - it contains what the player can provide. Please see my last message.

Hi there,

I have emailed you what you have asked for brian

thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Branislav

As I mentioned to you yesterday, we are waiting for a decision from ecogra as they missed this in the original response.

Once ecogra has responded I will update the thread.

Alright, great. Thank you for the confirmation.

Feel free to inform us about the eCogra's response and the details, if possible.

Thank you.

Haven't seen any responses at all from them when I asked for the proof of the charge backs, and why they asked for me to pay "for said charge backs ( they called them arrears on my account at the time i didnt understand what they meant at the time as I wasn't aware of any at all ) they said I could subtract it out my of my winnings before they would process my withdrawl???" I said yes because I was assured it was a simple fix to correct my account and get my withdrawal underway.. what I wanna know is why I wasn't made aware when these so called charge backs occurred as my transitional statements to the casino havent reflected anything unusual

Greetings all,

Thank you for the update, Casino Kingdom Team.

Since the complaint is still being handled by the ADR and we received the information that the process may take up to 90 days, I will now temporarily close this complaint, waiting for updates.

Once eCOGRA's decision is made, please let me know. It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address ([email protected]). We will then be able to review and reconsider the resolution of the complaint on our side again.

Please note that if we do not receive the final result from any involved party within a reasonable timeframe, casino.guru will reopen the complaint and request updates in 90 days.

I sincerely believe the issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Dear Cassmason21,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Greetings all,

Dear Cassmason21,

At this point, I think that it makes no sense to drag the process out unnecessarily.

After gathering all the necessary information and details from both involved parties, we decided to reject the complaint for the following reasons:

• A violation of the casino's rules or non-compliance with them on your side in several ways - failed KYC/verification process as a mandatory condition for withdrawing any winnings from a gaming account, and chargebacks, which means serious fraud on your side
• In the meantime, the casino representative provided us with the eCOGRA's final ruling, which was made already in April 2025, and which decided in favour of the operator/casino; under all the given circumstances, we have no reason to question their decision

The casino acted in accordance with its terms and conditions you accepted upon registration.

Since ADR has already made the final decision, if you are not satisfied with their ruling or our resolution of the complaint, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Casino Kingdom Team, for your help and cooperation throughout the entire complaint resolution process!

Best regards,

Branislav, Casino.Guru