KingPalace Casino - Отказ игрока от участия в турнире отложен.

I have tried to withdraw 1109.9 euros from King Palace Casino originally in July. At that time, they sent me a KYC request, asking for bank statements and more detailed information about the source of the funds. I sent bank statements from the account I used at King Palace for 3 months, which clearly show where the funds used for gambling came from. So the funds came from other gaming sites. At their request, I also sent a screenshot from another gaming site of the withdrawals that have been made to that account, as well as a screenshot of my account information on that gaming site.

These documents were accepted, but then they asked for bank statements from the other account because I have made one transfer from this other account to my gaming account, through which I have played at King Palace. I also sent these bank statements from the other account for two months. So I have not played at King Palace with this other account.

After this, they found transfers from another casino on these bank statements. They asked for screenshots of these again. On the casino website in question, it is only possible to get these transfers in excel format, so I took comprehensive screenshots of these transfers, which are visible in the excel in question. However, these screenshots were not enough for them, they demanded the original excel file, which I think is absurd.

I have provided more than enough documents to prove to them where the playing funds come from. The constant demands are no longer reasonable at any level and such behavior is not part of the normal kyc procedure. Asking for an Excel file is a deliberate exaggeration, because it contains not only withdrawals but also all gaming transactions made on the site. So almost all the rows in the Excel file are irrelevant information to them, except for a handful of withdrawals to an account that I have not even played with at King Palace.

Citing these facts, I demand an investigation into the situation and the withdrawal of the funds to my account.

Olen yrittänyt kotiuttaa 1109,9 euroa King Palace Casinolta alunperin heinäkuussa. Silloin heiltä tuli KYC pyyntö, jossa pyydettiin tiliotteita ja tarkempaa tietoa varojen lähteestä. Lähetin King Palacella käyttämästäni tilistä 3 kuukauden ajalta tiliotteet, joista on selkeästi nähtävissä, mistä pelaamiseen käytettävät varat ovat tulleet. Varat ovat siis peräisin muilta pelisivustoilta. Lähetin myös heidän pyynnöstä toiselta pelisivustolta kuvankaappauksen kotiutuksista, joita kyseiselle tilille on tullut, sekä kuvankaappauksen kyseisen pelisivuston tilitiedoistani.

Nämä dokumentit hyväksyttiin, mutta sen jälkeen he pyysivätkin toiselta tililtä tiliotteita, koska olen tehnyt yhden siirron tältä toiselta tililtä pelitililleni, jonka kautta olen King Palacella siis pelannut. Lähetin myös nämä toisen tilin tiliotteet kahden kuukauden ajalta. Tällä toisella tilillä en siis ole King Palacella pelannut.

Tämän jälkeen he löysivät näistä toisen tilin tiliotteista siirtoja taas toiselta kasinolta. He pyysivätkin näistä taas kuvankaappauksia. Kyseisellä kasinosivustolla ei ole mahdollista kuin excel muodossa saada kyseisiä siirtoja, joten otin kattavat kuvankaapaukset näistä siirroista, jotka kyseisessä excelissä näkyvät. Kuitenkaan nämä kuvankaappaukset eivät heille riittäneet, vaan he vaativat alkuperäistä excel tiedostoa, joka on mielestäni absurdia.

Olen toimittanut enemmän kuin tarpeeksi dokumentteja heille todistaakseni, mistä pelivarat tulevat. Jatkuvat vaatimukset eivät ole enää millään tasolla kohtuullisia ja tällainen toiminta ei kuulu normaaliin kyc-menettelyyn. Excel tiedoston pyytäminen on tietoisesti tehty ylilyönti, koska se sisältää kotiutuksen lisäksi myös kaikki sivustolla tehdyt pelisuoritukset. Eli excel-tiedostossa on lähes kaikki rivit heille irrelevanttia tietoa, paitsi kourallinen kotiutuksia tilille, jolla en ole King Palacella edes pelannut.

Näihin seikkoihin vedoten vaadinkin tilanteen selvittämistä ja varojen kotiutusta tililleni.

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Dear patryk_adventonius,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

• Do I understand correctly that verifying the source of income seems to be the only issue? Could you please clarify if you also have a regular income?
• Have you provided any other documents to verify your account? Have they all been approved?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello,

Yes verifying the income seems to be the only issue. I don't see how regular income would be relevant here as it is my gaming account. The transactions there are from and to different gaming sites going back a long time. Thus it is irrelevant in this case to ask for regular income payslip. I have provided them with ample evidence showing that the transacions and funds used in their site are from legitimate sources (other gaming sites). 

As for the other documents, I have provided them all the other basic documents required for KYC-procedure. I have sent them my passport, utility bill and also provided evidence of the payment method used (bank card). All of these documents have been approved.

Hello patryk_adventonius,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, patryk_adventonius. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello,

I will send it to the e-mail you provided.