Kong Casino - アカウント制限により、プレイヤーの引き出しが遅れています。

Hi,

I recently won £8000+ on kong casino.

I have won on this platform previously and Al thought withdrawals sometimes take a few days i have had no problem.

this time, I have a new bank card and when trying to withdraw it says " you must add funds using the registered card in order to make a withdrawal" however when I try to make a deposit using my new card it says that i already have the max funds in my account…

I have emailed the casino several times however no response, I am hoping to get this sorted as soon as possible and would appreciate your help 🙂

hopefully they are just experiencing delays, I am just hoping to have my withdrawal processed soon 🙂

thankyou

Dear Bethturner07,

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. 

Did you attempt to make just the minimum deposit to verify your new card?

Are there any other withdrawal methods you've previously used for deposits besides your old card?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.