My Account Had Already Been KYC Verified (Account verification required)

Casino: Kings.game

Username / Display Name: MEGA500

Account ID: US-4054-2291

VIP Level: Level 129 — MASTER

1. My Account Had Already Been KYC Verified

Before I started playing on Kings.game, I completed the KYC verification process at the beginning of July 2026.

My verification was successfully completed, and I received the following confirmation:

"KYC Completed — Your identity has been verified."

I only started playing at the casino after my account had been successfully verified.

After that, I played regularly, and my balance increased to approximately $4,000.

2. Withdrawal Request and Additional Verification

On September 19, 2026, I decided to withdraw part of my balance.

After submitting my withdrawal request, I received an email informing me that another account verification was required:

Verification required

Reason:

Account verification required

The email also clearly stated:

"Verification usually takes 24 hours after submission."

I immediately submitted all the documents requested for this additional and more advanced verification.

3. More Than 48 Hours Without Resolution

After submitting all the requested documents, more than 48 hours passed without my verification being completed.

My withdrawal remained blocked, and I was still unable to access my funds.

Since the casino's own email stated that verification usually takes 24 hours, I contacted live support after that timeframe had passed to request an explanation and an update regarding my account.

4. Customer Support Could Not Provide a Specific Timeframe

The live support agent informed me that the verification could take an unspecified amount of time.

However, I was not provided with a specific timeframe for completion, nor was I given a clear explanation as to why the verification was taking longer than the timeframe indicated in the official email.

As a result, I had no clear information regarding when I would be able to access my funds.

5. Communication With My VIP Manager

I also contacted my VIP manager, Emily, who had introduced herself as my personal VIP assistant at Kings.game.

She had previously explained that I could contact her directly regarding payment issues, technical problems, and bonuses.

She later told me:

"At the moment, your account is under verification. As soon as I receive a response from our security team, I’ll let you know. Unfortunately, I can’t give you an exact timeframe for when the verification will be completed, but I’m doing everything I can to make sure it’s done as quickly as possible."

This confirms that I still have not been provided with a specific timeframe for completion of the verification.

This concerns me because the official verification email I received clearly stated:

"Verification usually takes 24 hours after submission."

I therefore requested clarification regarding the extended timeframe, but my withdrawal remains blocked.

My account had already been successfully KYC verified in July 2026, before I started playing;

I received confirmation that my identity had been verified;

I subsequently played on the platform and accumulated a balance of approximately $4,000;

I requested a withdrawal on September 19, 2026;

The casino then asked me to complete an additional verification;

I immediately provided all the requested documents;

The official email stated that verification usually takes 24 hours;

More than 48 hours passed without the verification being completed;

Live support was unable to provide me with a specific timeframe;

My VIP manager also confirmed that she could not provide me with a specific timeframe for completion of the verification.

Having already completed verification in July, I can understand why another check without a clear timeframe feels frustrating. Additional verification can still be necessary, but the casino should communicate what remains outstanding. "Usually 24 hours" is an estimate, although it is reasonable to expect an explanation when the process takes considerably longer.

You mentioned requesting the withdrawal on September 19. Is it still blocked today, and when did you submit the last document requested? Has Emily provided any update since the message you quoted, or are you still receiving the same response?

Also, was the balance accumulated through casino games or sports betting? These details will help us understand how long the verification has actually been pending and what assistance we may be able to offer.

Hello,

I am still receiving the same response, whether it is from my VIP Host or from Support. I still do not have access to my reloads or any promotions, and my account remains locked.

This concerns me greatly, especially because I feel that as soon as I started becoming a winner, they no longer wanted to pay me. I find this situation completely absurd, especially considering that I had already successfully completed my KYC verification in July.

I submitted all the requested documents on the same day, September 19, when I received the email stating "Account Verification Required." Since then, I have received no further updates regarding my verification or withdrawal.

It has now been more than two weeks, despite being told that the process would usually take around 24 hours.

They confiscated my entire balance. When I lost my 10 deposits, there was never any problem. But now that I have won, they are suddenly using clauses that have absolutely nothing to do with my account or my situation.

Having your balance removed after waiting more than two weeks for verification is a serious development. You’ve now clarified that all requested documents were submitted on September 19, so the timeline is clear.

Which specific clauses did the casino cite, and what did they say you had done to breach them? Could you share their actual message here, with any personal information hidden? The wallet screenshots show the balances, but they don’t explain the decision.

A completed KYC check doesn’t rule out further checks, but a decision to confiscate funds needs a specific explanation that can be assessed against your account activity.

One question from my previous reply remains unanswered: were these winnings from casino games or sports betting? That matters when determining whether our Complaints Team can help with this dispute.

Hello Juroslav,

I still haven’t received any decision. I keep being told that my case is "still under review," but my balance has now completely disappeared. I am honestly shocked by this situation.

I made a total of ten deposits and was losing on all of them. When I finally started winning, I was happy and managed to build my balance up to around $5,500. Now my balance has disappeared, and I still haven’t received any decision regarding my account.

I simply want to understand what is happening and where my money has gone.

That clarifies an important point, the casino hasn’t communicated a final decision, although your balance is no longer visible. I understand why that is alarming, but we cannot yet establish whether the funds were confiscated or made inaccessible during the review.

Jennifer’s message confirms that an advanced verification is ongoing, but it doesn’t explain what happened to your approximately $5,500. Since you’ve already asked for clarification, another generic "under review" response doesn’t address that concern.

Could you confirm which games you played to accumulate these winnings? This is the remaining detail we need to determine whether our Complaints Team can assess the issue. The verification has already exceeded the usual 14-day period, so there is no need to restart that waiting period.

Hello Jaroslav,

I am completely shocked by the way Kings.game is currently handling my case.

On September 19, I received an email titled "Verification Required", which clearly stated:

"To keep your account fully active and process financial operations smoothly, we need you to complete KYC verification."

I provided all the requested documents on the same day, specifically so that my account could be verified and my financial operations could continue normally.

Since then, instead of receiving a clear resolution, I have found myself in a situation where my funds are blocked and my access to Kings.game’s communication channels has been progressively restricted.

I no longer have access to the Kings.game live chat, nor to Telegram, Twitter, Instagram, or other communication channels. I have also received no clear response by email regarding my case.

Even worse, the last response I received yesterday from my VIP Host was:

"Eric, I’ve already given you a final and definitive answer regarding this matter. If you have any questions about anything else, please feel free to write to me — I’ll always be happy to help. But as for your situation, you’ve already received all the answers."

This response is completely unacceptable given the circumstances. I still have not received a clear and specific explanation as to why my funds are being withheld or on what basis Kings.game is refusing to resolve my case.

There is also a very important contradiction here: the September 19 email stated that KYC verification was required to keep my account active and allow financial operations. I did exactly what I was asked to do. Yet after submitting all the requested documents, I am still left without a solution, without proper communication, and without normal access to customer support.

Kings.game needs to clearly explain what is happening with my account and my funds. An operator should not be able to request verification, receive all the required documents, then block a player’s funds and eventually restrict or remove their communication channels without providing a complete and transparent explanation.

I am therefore publicly requesting that Kings.game:

Clearly explain the exact reason why my funds are being blocked.

Confirm the current status of my KYC verification.

Explain why my access to the various communication channels has been restricted or removed.

Provide a specific and documented justification for its decision.

Most importantly, resolve this matter and allow the withdrawal of my legitimate funds, provided that no actual rule violation has been established.

I am also asking Casino Guru to carefully review this situation, because I believe that a player who fully cooperated with the verification process and provided all requested documents deserves, at the very least, a clear, transparent, and consistent explanation.

I am not asking for special treatment. I am simply asking Kings.game to follow its own procedures, provide concrete explanations, and handle my account and funds in a transparent and fair manner.

At this stage, after such a long period without a clear resolution and with my communication channels being restricted, I consider this situation extremely concerning and completely unacceptable.

The VIP host’s reply doesn’t explain what happened to your funds. Saying you’ve received a "final and definitive answer" is difficult to reconcile with the earlier updates that your account was still under review.

In your screenshot, you mention Sections 6.1 and 6.3 and an allegation of bonus abuse. Could you share the casino’s original message containing that decision, with personal details hidden? That may clarify whether this has moved from verification to a decision to cancel your balance, and what activity they are relying on.

You’ve already provided the September 19 timeline, so there’s no need to repeat it. One detail still remains unanswered: did you play slots, table games, live casino games or sports betting? We need that to determine whether our Complaints Team can handle this dispute.

Hello Jaroslav,

Since this morning, my Kings.game account has been closed. I am forwarding you the decision I received through my VIP Host, Emily.

Hello,

Following a review of your account activity, we identified a pattern that has been classified as bonus abuse under our Promo Rules.

In accordance with Sections 6.1 and 6.3, attempts to exploit promotional or bonus mechanics, including activity that provides an unfair promotional advantage, are prohibited.

Under Section 6.2, the Casino reserves the right to cancel bonus-related funds and winnings, restrict withdrawals, suspend, or permanently close accounts in cases of suspected bonus abuse.

Based on the results of the review, the relevant funds have been cancelled and your account balance has been reset to 0.

The decision has been made in accordance with our applicable promotional terms and conditions.

I would also like to clarify that I mainly play Evolution Gaming Live, and I have never accepted any bonus with wagering requirements, precisely because I do not want to be subject to those conditions.

Why did Kings.game encourage me to transfer my funds to your platform, become a VIP player, and continue playing by offering me VIP benefits, promotions, cashback, and other rewards?

Kings.game actively encouraged my participation and recognized me as a VIP player. I played extensively on your platform, generated a very significant wagering volume, and benefited from your VIP program.

Now that I have had a successful period and my balance has increased, Kings.game is suddenly accusing me of abusing the rewards system and is blocking access to my funds.

If my use of the rewards system was genuinely a problem, why was I allowed to continue playing, wagering, and receiving my VIP benefits without ever being informed that I was violating your rules?

I believe Kings.game has a responsibility to be honest and transparent about this situation.

It is difficult to understand why a player is encouraged to deposit funds, play, become a VIP, and generate hundreds of thousands of dollars in wagers, only to have their account closed and their funds blocked once they finally have a winning period.

I am simply asking Kings.game to clearly and honestly explain the reason for this decision.

If I actually violated a rule, please specify exactly which rule I violated, when I allegedly violated it, and provide the evidence supporting your decision.

I believe this is a completely fair and reasonable request.

Thank you in advance for your response.

Eric

This now confirms that the casino has cancelled your funds following an allegation of bonus abuse, rather than simply keeping them inaccessible during verification. However, its decision still doesn’t identify the specific activity or promotion that allegedly breached those rules.

Not accepting bonuses with wagering requirements doesn’t necessarily mean cashback or VIP rewards have no conditions. Equally, receiving those rewards and having a winning period does not, by itself, establish abuse. The casino needs to explain how the cited rules apply to your actual play and balance.

Since your complaint is already open, please add this decision and the relevant VIP communications there. Our complaint team can assess these developments and request any further information needed.

Which VIP rewards or cashback had you actually received before your balance was cancelled?

Dear Kings.game and Guru Team,

I am posting this at Jaroslav’s request to clarify exactly what rewards I received and how I used them.

All the rewards I received were standard rewards available to players, such as Daily Cashback, Weekly Cashback, Monthly Cashback and similar standard VIP benefits.

I want to repeat once again that I never accepted any bonus with wagering requirements, specifically because of the 35% wagering requirement. I deliberately avoided these bonuses and played only with my real-money balance.

What is even more troubling is that Kings.game previously encouraged me to maintain sufficient activity in order to keep my transferred VIP status. I was informed that, at the end of the trial period, my VIP status could be:

confirmed and maintained;

adjusted to a lower VIP level if my activity did not correspond to the transferred status; or

revoked in case of insufficient activity.

Therefore, I made significant wagers and maintained a high level of activity in order to meet the requirements associated with my VIP status.

Now I find myself in a situation where my account has been closed and my funds are being withheld, apparently because Kings.game considers my rewards activity to be abusive.

This raises a very important question:

How can a player be encouraged to maintain significant wagering activity in order to keep their VIP status, and then have their account closed and funds blocked because they actually generated significant wagering activity?

I believe this situation deserves a clear and transparent explanation from Kings.game.

I also believe it is important for the Guru community to understand how Kings.game handles VIP players, rewards, wagering activity and withdrawals.

Thank you to the Guru team for your work and for continuing to inform and educate the community about the risks and practices associated with certain casinos.

Kind regards,

Eric

That clarifies which rewards you received, and I understand why you see a contradiction between being encouraged to maintain your VIP activity and the subsequent allegation of abuse. Whether those rewards were used contrary to their conditions still needs to be assessed against the relevant terms and account records.

You’ve already included this explanation in your complaint, and the casino has replied there, noting that the same dispute is also being handled through AskGamblers.

For now, please follow your assigned Complaint Specialist’s guidance on the next steps and allow the ongoing process to continue. I wouldn’t want to draw conclusions here before the evidence has been assessed.

Thank you very much for your support and for the recommendation. I truly appreciate it. My experience with Kings.game has been extremely frustrating. They locked my account, confiscated my remaining balance, and failed to provide a clear and detailed explanation. I’m doing everything I can to get answers and recover my money. I’ll definitely look into ConAlert.org. Thank you again for your help and understanding!

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This user shared the same link across several threads, so the posts were removed. If you ever open a similar link, be extremely careful about what information you enter. Never provide personal, financial, or account details unless you are certain the website is legitimate, as this information could be misused.

Thank you for the warning and for taking the time to explain the risks. I appreciate your concern and the efforts to protect players from potential scams. I will be very careful with unfamiliar links and will never share my personal or financial information with unverified websites. Thank you again for your help and support.

You are welcome.

We have to be also careful and if you want to use something, always try to find more information about it.

Have a great weekend. 🙂