Kings Game Casino - L'account del giocatore è stato chiuso.

My account was verified and used normally. The problem is likely due to my winnings. My account was closed and I was accused of using false documents. This is obviously a lie, as the documents are genuine, and, best of all, the funds were previously withdrawn after they were verified. I have a chat transcript from the last conversation and can send it to you if needed.

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Hello,

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.

• When was your account verified, and what specific documents did you submit?
• Has the casino indicated that there might be a problem with approving specific documents?
• Did you provide all of your personal information accurately during the registration process?
• Is there any chance that you may have opened multiple accounts at Kings Game Casino?

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,

Attila

Hello Sir

I'd been using the account for several months. I submitted all the required documents—I don't remember exactly, but I'm sure it included an ID card, proof of address, and a selfie.

The casino approved all the documents and even paid out my winnings until yesterday, when they closed my account, accusing me of false documents.

I only have one account, or rather, I had one, because it was closed.

Best regards,

[Redacted]

Hello seba84,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Sir,

Thank you for update.

Best regards

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: [email protected].

Additionally, could you please advise if you had any remaining real money balance in your casino account?

Thank you very much for your patience and cooperation.

Do you mean that I should send my ID, proof of address, etc. to you at this email address?

As I wrote earlier, I had 800 euros in my account.

Thank you for your response and for forwarding the communication between you and the casino customer support. Since the casino has raised concerns regarding the authenticity of the documents you submitted, I kindly request that you send all the documentation you have provided to the casino for verification directly to my email. This will help us proceed with your complaint. Thank you for your cooperation.

Ok I will email to you Sir. Thank you.

Hello,

The player’s account was closed due to a serious violation of our verification rules.

At the time of the player’s initial verification, our KYC process differed from the current procedure. Previously, users could upload standard photographs or scans of their documents. Since then, we have strengthened our verification process and introduced live document capture.

During the player’s subsequent verification review under the updated procedure, our Risk and Verification Team identified that the documents previously submitted had been digitally altered and were not authentic. Submitting forged, edited, or manipulated documents constitutes a serious breach of our Terms and Conditions.

The fact that the account had previously passed verification and that earlier withdrawals were processed does not prevent the casino from carrying out additional checks when new risk indicators or inconsistencies are identified. Previous approval does not guarantee that documents will not be reviewed again.

We would also like to clarify that the player’s deposited funds were not confiscated. The account was closed following the verification violation identified during the repeated review.

We are prepared to provide the relevant evidence directly to the Casino Guru complaint specialist, subject to confidentiality and data-protection requirements.

Best regards,

Kings.Game Team

Hello Sir,

What should I do next? I haven't altered any of the documents, and I can prove this any way they want. So, let them send you the documents they have concerns about, and I'll send you whatever you want for comparison.

From what I remember, I even verified some of their documents live, so I have no idea what they're talking about. These are blatant lies and slander.

The argument that they first accept the documents and then accuse the customer of them being fake speaks volumes about this casino's credibility.

Please ask what documents they received from me and which they consider fake. If you find out, I'd be happy to share them with you again, and you can forward them to them.

Best regards

Hello seba84,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kings Game Casino Team,

Thank you for your message. At this stage, we are focused on gathering the player’s information to ensure that the complaint can be reviewed thoroughly. Once the player provides the requested evidence, we will assess the case and follow up with you for any necessary clarification. We appreciate your understanding.

Dear Player,

Unfortunately, I have not yet received your KYC submissions despite several requests. Please understand that without the requested evidence, we are unable to investigate this matter further and will need to reject the complaint due to insufficient evidence. Thank you for your understanding.

Hello,

Please let me know exactly what documents I should send you and where. I've only been receiving information about your vacation and that the matter is being postponed because of that.

I'm also on vacation, so please bear in mind that I may have missed some messages, even though I think I responded to all of them.

Dear Player,

To clarify, we are asking you to send us the same documents that you originally submitted to Kings Game Casino for verification. Since the casino has specifically stated that the documents you submitted were digitally altered, we need to review the documents they are referring to.

Please send the documents directly to [email protected].

Thank you for your patience and cooperation.

Hello Sir

Do you think that when someone takes a photo of their ID, they always save it for later, thinking they'll be falsely accused of forging their own ID? Please send me the supposedly fake photos from their website. Maybe I can find the exact photo if I haven't deleted it. If not, I can send a selfie of myself along with my ID. Did you receive the supposedly fake photo of my ID from their website, or are these baseless accusations?

Best regards

Dear Player,

Thank you for your response.

Unfortunately, we are unable to proceed with the complaint due to insufficient evidence. The casino claims that the documents originally submitted for verification were digitally altered. Without having access to those same documents from your side, we are unable to independently assess their authenticity or determine whether the casino's claim is justified.

As we cannot establish the circumstances based on the evidence currently available, we have no sufficient grounds to challenge the casino's decision and must therefore reject the complaint.

Should you manage to locate the documents you originally submitted to the casino, please feel free to submit a request to reopen the complaint and provide them to us. We will be happy to review the case again based on the additional evidence.

I'm sorry we couldn't be of more assistance on this occasion.

Thank you for your understanding.