KingPalace Casino - O pedido de retirada do jogador está atrasado.

When making a withdrawal at this casino, the casino requests "withdrawal history from another casino".

I have explained that from another casino's point of view, this would mean handing over information to a rival company and they would not be allowed to do so, but they are not convinced.

Please explain to them that this casinos do not have a general KYC policy.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify at which point the casino requested this document? Is it part of the verification procedure?
• Did the casino request a withdrawal history from a specific casino?
• Have you provided any other documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Requested in the middle of KYC.

Multiple casino documents requested.

I have already submitted all the common documents such as driver's license, proof of address, etc.

Thank you very much for your reply, andandjonnyx. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

It is not a transferable medium.

The casino representative said they would respond if a complaint was filed, so please call them directly.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello andandjonnyx,

It's Michal again, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite King Palace Casino to join the conversation.

Dear King Palace Casino,

While we understand that various documents can be requested from the player for the KYC process, but can you please clarify why you have requested from the player the "withdrawal history from another casino"?

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.

We appreciate your patience and would like to clarify why additional verification was requested.

As a licensed casino, we are required to conduct thorough Source of Funds (SOF) and Source of Wealth (SOW) checks in compliance with our regulatory obligations. In your case, your provided transaction records indicated that your gambling activity was funded by winnings from other casinos. To complete the verification process, we requested supporting documentation to confirm these transactions and establish a clear financial history.

We understand your concerns regarding privacy, but it is standard practice to request proof of external gambling winnings when they are used as a primary source of deposits. The information requested does not pertain to another casino’s internal policies but rather serves as a necessary verification step to ensure compliance with Anti-Money Laundering (AML) and Counter-Financing of Terrorism (CFT) regulations.

We remain committed to assisting you through the verification process. If you need further clarification on the required documents, please contact our support team directly.

Best regards,

Team KingPalace

I thought I explained to you before that outside gambling sites are not allowed to submit materials, do you not understand what I'm talking about?

When asked by any of the casinos, they responded that they had no intention of passing the information on to their competitors.

Moreover, King Palace Casino seems to be particularly untrustworthy.

A King Palace Casino representative instructed you to contact them directly, but you ignored that as well, didn't you?

The issue in this complaint is that requesting documents that cannot be submitted without a third party's permission is itself a problem.

The user is not being asked to obtain or submit internal documentation from another casino but simply to provide their own financial records. 

Even my financial records, as long as they are related to another casino, cannot be issued without the casino's permission.

Why do you believe that you have easy access to confidential information from another casino?

Do you understand that this complaint is against an operation that employs such insane KYC methods?

Dear KingPalace Team,

Thank you for your response and for explaining the reason for the required evidence.

Dear andandjonnyx,

While I can understand that it might seem unnecessary to you to provide the required information and evidence, and I as well can understand that such information might appear too private to you, however, as the casino team mentioned, the Source of Funds (SOF) and Source of Wealth (SOW) checks are a part of the Anti-Money Laundering (AML) and Counter-Financing of Terrorism (CFT) regulations, which is an industry standard requirement. It might not be to your liking, but the casino is entitled to require the documents from you.

It is up to you if you want to provide such information or not, but please note that the AML process will not finish successfully and the casino will not be obliged to process any withdrawal to you. The decision is up to you, but if you cannot or will not provide the required documents, we will not be able to pursue your case further and will have to proceed with rejecting this complaint. Please let me know how you would like to proceed.

Clearly, it would be inappropriate for AML to request "confidential information from another casino."

How is it possible to get another casino to submit confidential information in the first place?

I asked the other casino to 'provide me with withdrawal history,' telling them what happened.

But the reply was 'King Palace Casino is not trustworthy because they have a criminal record.

Can a Casino Guru representative convince the casino on my behalf?

As I have said many times, it is physically impossible for me to submit this document in the first place.

Some casinos have already deleted withdrawal history.

Some casinos have already ceased to exist.

I am not refusing to submit it, and I have already told you many times that the documents do not exist in this world.

Please provide a general AML process.

This is a complaint about requesting documents that cannot be submitted.

Is it up to me to provide them?

I'm sorry you don't seem to understand what we are talking about.

Dear andandjonnyx,

It seems you have not paid your full attention to my message. As the casino team has mentioned you are NOT being asked to obtain or submit internal documentation from another casino but simply to provide YOUR OWN financial records. You must provide evidence of YOUR Source of Funds (SOF) and Source of Wealth (SOW). Furthermore, this requirement is likely limited to your most recent (in general, it is for the last 90 days) financial activities, as it is improbable that the casino has requested evidence covering the previous years. Do you happen to have any emails regarding the withdrawals from the casinos? Share as much information and evidence with the casino team as you are able to.

You don't seem to understand the story.

I have already provided my own financial records, i.e., wallet-side history.

On top of that, King Palace Casino is requesting financial records from another casino's side, which is impossible to obtain, which is why I am submitting this complaint.

Financial records existing in wallet -> already submitted

Financial records existing in another casino -> not available as they are internal documents

Do you not understand this simple story?

We have already submitted the history on the wallet side.

However, this is because I have access to the wallet history.

I cannot submit the casino history because I do not have access to it and the casino does not allow it.

We are not asking for documents from other casinos or other unattainable documents. We need screenshots from his bank/bank statement showing that he has received funds from this other casino, in these screenshots/bank statement we should be able to see the incoming transactions + account holder name visible. 

We just need clarification of where he has obtained funds that he has deposited into our platform

To begin with, I use an online wallet called Vega Wallet, not a bank.

So the bank's rules do not apply.

And as I showed you in the image earlier, the transaction history is displayed properly.

However, I cannot follow it further.

It is funded by winnings from other casinos,

The only documentation that exists is the history on the wallet side that has already been submitted.

I have said the same thing over and over again.

Are you incapable of comprehending the conversation?

Dear andandjonnyx,

First of all, I kindly ask you to communicate in a respectful way. Any other response from you written in such a tone as above could lead to your complaint being rejected and even your being banned from our forum. You have been already informed of this in the past. Secondly, it doesn't matter which payment method you used; the casino has the right to request your transaction history from any payment method utilized within their platform. If there are any transactions that lack clarity regarding their source, they may seek your clarification, and your cooperation is mandatory in this.

Now, regarding the screenshot you provided, does it represent the transaction history for the period previously requested by the casino team? Additionally, do you have any emails related (withdrawal confirmation emails, etc.) to the withdrawals from the casinos from which you received funds during that timeframe?

I am sorry.

However, we are also angry because they have been repeatedly rude and made to explain the same thing over and over again.

If you don't understand what I am saying, it might be better for both of us if you are replaced by another person in charge.

Yes. Represents the transaction history for the month of January as requested by the casino.

There are no emails associated with withdrawals from the casino.

Not all casinos use the same system as King Palace Casino.

And the system is completely different, example with the only difference being the Curaçao license and the Malta license,

Some casinos do not have a license to begin with.

Nevertheless, King Palace Casino mistakenly claims that other casinos have the same system as theirs and that the documents are available.

The same applies to payment methods.

Banking laws apply to banks, but not to wallets.

Even banks have different laws in different countries to begin with.

Banks in the country where King Palace Casino is headquartered may have easy access to transaction history, but there is no guarantee that this is the case for all services.

At the very least, you should understand this before considering AML.

I have consistently found that 'casinos are applying their own common sense to other casinos and wallet services and demanding documents that are impossible to submit.'

In emails, King Palace Casino has often claimed that 'casinos are required to retain customer information for 5 years,

Why is this the case for all casinos with different licenses and in different countries?

Even if they did retain customer information, they would be offended　by license if they submitted it without a valid reason.

After discussing the matter with the Casino Guru team, we have determined that the evidence submitted by the player is sufficient at this point. The player's account will be verified shortly, and the withdrawal will be processed through the usual procedure.

Thanks for understanding.

As a general rule, Not all casinos are obligated to submit transaction histories.

So please understand that it is common to submit the history on the wallet or bank side.

Since the withdrawal was successful, please consider this complaint resolved.

Good bye.

Dear andandjonnyx,

Thank you for the confirmation. It’s always so rewarding to hear that our efforts have—once again—helped resolve yet another one of your unique situations.

As for your interesting remark—"If you don't understand what I am saying, it might be better for both of us if you are replaced by another person in charge."—I’ll graciously assume it wasn’t directed at me. After all, we do follow actual procedures here and we do try to resolve the situation to the best of our ability, unlike some who seem to prefer drama over solutions.

That said, if our established methods, which in a lot of cases have helped you to recover your winnings already, don’t meet your exceptionally high standards, you’re more than welcome to take your frequent and consistently controversial issues elsewhere. We’ll happily focus on assisting the thousands of other players who don’t actively seek out complications.

With that out of the way, I’ll mark this complaint as "resolved".

I would like to thank the casino team for their reasonable approach to handling this case.

Best regards,

Michal

Casino Guru