Kings Game Casino - A verificação KYC do jogador foi atrasada.

Hello to the entire Casino Guru team.

I would like to file a formal complaint regarding the management of my account and, in particular, the KYC verification process by Kings Game casino.

I've been using the platform normally, making deposits and withdrawals several times without any problems. However, when I tried to withdraw my winnings again, the casino suddenly asked me to complete a KYC verification.

I fully understand that this procedure may be necessary for security reasons, both for the casino and for the user. Therefore, I immediately uploaded the requested documentation and performed the corresponding facial verification, with the aim of completing the process as quickly as possible.

However, the system rejected my verification and displayed the following message: "We have rejected the verification. If you believe this is an error, please contact support."

I consider the situation unprofessional and excessively tedious, especially considering that up until that point I had been able to use the platform and carry out operations normally.

Following the system's instructions, I contacted support and explained my situation in detail to agent J****. I also indicated that, if necessary, I could provide the relevant documentation again directly through the chat to try to expedite the verification and resolve the issue.

Despite my willingness to cooperate and having tried to resolve the problem by all available means, I have spent hours trying to obtain a solution and, so far, I have not received a concrete answer or a clear explanation as to the reason for the rejection of my verification.

My complaint is not against the KYC verification process itself, as I understand it may be part of the security procedures. My complaint is about the lack of transparency, the absence of an explanation for the rejection, and, most importantly, the lack of an effective response from customer support.

I request that my case be reviewed manually and that I be clearly informed:

Why was my KYC verification rejected?

What additional documentation or information do they need to complete the verification?

What procedure should I follow to verify my account correctly?

When will I be able to access my earnings and make the corresponding withdrawal?

I have consistently demonstrated my willingness to cooperate with the requested security procedures. Therefore, I expect a concrete response and an effective solution as soon as possible.

hola a todo el equipo de casino gurú.

Quiero presentar una queja formal respecto a la gestión de mi cuenta y, particularmente, al proceso de verificación KYC por parte del casino Kings Game.

He utilizado la plataforma con normalidad, realizando depósitos y retiros en varias ocasiones sin inconvenientes. Sin embargo, al momento de intentar retirar nuevamente mis ganancias, el casino me solicita de manera repentina realizar una verificación KYC.

Entiendo perfectamente que este procedimiento puede ser necesario por motivos de seguridad, tanto para el casino como para el propio usuario. Por ese motivo, procedí de inmediato a cargar la documentación solicitada y a realizar la verificación facial correspondiente, con el objetivo de completar el proceso lo antes posible.

Sin embargo, el sistema rechazó mi verificación y mostró el siguiente mensaje: "Hemos rechazado la verificación. Si crees que esto es un error, contacta a soporte."

Considero que la situación resulta poco profesional y excesivamente tediosa, especialmente teniendo en cuenta que hasta ese momento había podido utilizar la plataforma y realizar operaciones con normalidad.

Siguiendo las propias indicaciones del sistema, me comuniqué con el servicio de soporte y expliqué detalladamente mi situación a la agente J****. También le indiqué que, si era necesario, podía proporcionar nuevamente la documentación correspondiente directamente a través del chat para intentar agilizar la verificación y solucionar el inconveniente.

A pesar de mi predisposición a colaborar y de haber intentado resolver el problema por todos los medios disponibles, llevo horas intentando obtener una solución y, hasta el momento, no he recibido una respuesta concreta ni una explicación clara sobre el motivo del rechazo de mi verificación.

Mi reclamo no es contra el hecho de que se solicite una verificación KYC, ya que entiendo que puede formar parte de los procedimientos de seguridad. Mi reclamo es por la falta de transparencia, la ausencia de una explicación sobre el rechazo y, principalmente, la falta de una respuesta efectiva por parte del servicio de soporte.

Solicito que mi caso sea revisado de manera manual y que se me informe claramente:

Por qué fue rechazada mi verificación KYC.

Qué documentación o información adicional necesitan para completar la verificación.

Qué procedimiento debo seguir para poder verificar mi cuenta correctamente.

Cuándo podré disponer de mis ganancias y realizar el retiro correspondiente.

He demostrado en todo momento mi voluntad de colaborar con los procedimientos de seguridad solicitados. Por lo tanto, espero una respuesta concreta y una solución efectiva a la mayor brevedad posible.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kings Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please specify which documents have you provided to the casino during the verification process?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear cracksupremo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas