Kong Casino - プレイヤーの撤退が遅れています。

Yet again I have had a win on Kong Casino and yet again, I am being unreasonably delayed in making a withdrawal from my fully verified account.

Their customer service team are completely unresponsive and their live chat function doesn’t work.

Dear amesbee83,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

Has the casino's customer support clarified which additional documents are required for the successful processing of your withdrawal request?

When was the last time you were in contact with the casino’s customer support?

Did you accumulate your winnings with or without a bonus?

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

Best regards,

Veronika

Hi, and thanks for coming back to me.

The casino has not said which documents they need. I have sent all documents and they are showing as verified. I emailed customer service and they have been non-responsive. My last email was yesterday. The winnings are not based on any bonus spins - they are showing as real balance and were accumulated using my deposits only.

They did exactly the same last time I had a large win - they have done the same to other customers. They never sought additional documentation from me and I believe this is a strategy to enable customers to gamble away winnings, rather than to cash them out.

Thanks,

Amy

Have you selected the same payment method for your withdrawal as you used previously, either for depositing or withdrawing? If not, could you let me know what method you're using this time?

Dear amesbee83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.