Casino Kings - Povlačenje sredstava igrača je odloženo i račun je blokiran.

Complaint Description:

I deposited £750 and won £3,100 on Casino Kings. I requested a withdrawal, but my account was flagged and blocked due to a document rejection during the KYC process.

Five days ago, I successfully provided a bank statement which was instantly approved by their system. All three of my required verification documents now show a green "verified" status in my profile.

Despite being 100% verified for five days, my £3,100 withdrawal remains stuck in "pending" and my account is still locked. Customer support is refusing to manually release my funds or provide a complaint reference number, stating only that I must wait for an email update. I have completed all regulatory checks, and the casino is withholding my valid winnings without cause.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ${userName}Bobbyp,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

To help me better understand your case, could you please answer the following questions?

• Did you sucesfully withdrawn funds from this casino before?
• Did you accumulate your winnings with or without an active bonus?
• Were your winnings accumulated through casino games, sports betting, or both?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Thank you for looking into my case. I have two important updates regarding your questions:

No Bonus Used: To clarify, I did not use any bonus or promotional offers. I played entirely with my own real money deposit. My winnings are 100% cash and are not bound by any wagering requirements or bonus terms.

Documents Verified: Since my last message, the casino has reviewed and successfully verified my documents. My identity check is now completely passed.

Because my documents are approved and I used my own money, there are no legal grounds left for the casino to withhold my funds. However, my money is still currently sitting in 'pending' status, and my account has not been fully restored.

I kindly ask that you keep this complaint open until Casino Kings officially processes the withdrawal and the funds successfully reach my bank account. Thank you for your continued help."

Thank you for looking into my case. I want to provide a detailed explanation to answer your questions and clearly outline the timeline of my situation:

Brand-New Player: I signed up to Casino Kings for the very first time on the 8th of last month (8th July). I have never held an account with them before, meaning there is absolutely no history of duplicate profiles, self-exclusions, or terms violations on my end.

First Deposit / No Bonus: I played exclusively with my very first real-money deposit on that same day. I strictly avoided using any bonuses or promotional offers.

Won From Casino Games: I won my funds entirely from standard casino games using my raw cash. Because I used pure cash, my winnings are 100% clean and are not bound by any wagering restrictions, maximum bet rules, or game limitations. [1]

Documents Now Verified: Since my last message, the verification issue has been resolved. The casino has officially reviewed and approved my documents. My identity check is now completely passed.

My funds have now been pending for nearly a month since the day I signed up and won. Since I am a legitimate new customer who played with raw cash and has now fully passed the KYC check, there is no reason for my funds to be delayed any longer. Despite this, my withdrawal remains 'pending' and my account access is restricted.

I kindly ask that you keep this complaint open until Casino Kings officially approves the transaction and the money safely arrives in my bank account. Thank you for your support."

I am incredibly happy to confirm that the funds have now safely arrived in my bank account! This matter is completely resolved.

Thank you so much to the team here for your incredible help, support, and intervention. It gave me massive peace of mind during a very difficult and stressful month. You can now officially close this complaint as successfully resolved. Thank you again!"

Dear Bobbyp,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru