Kim Vegas Casino - Der Spieler hat Probleme, die Kontobestätigung abzuschließen.

Hello, I played in the Kim Vegas casino and made a deposit and claimed bonuses on 02/03/21.

After implementing the bonus conditions, I can withdraw EUR 600, my account has since been blocked and I can no longer access it.

I was then informed after I sent an email to the casino Kim Vegas to get my winnings paid out that I had to decorate myself.

The usual, ID, proof of address, payment method.

I sent it immediately.

Then I was informed in another email after I had sent the first documents to the casino.

That I should send a selfie + my person in one.

I also did that as quickly as possible and sent the necessary documents to the Kim Vegas casino.

After that too was not enough, the casino sent me an email again, where you can now take another selfie from me, my person including a sheet of paper on which the note should be with today's date and * HI CASINO *

I checked that too and sent it to Kim Vegas casino.

Up to this point I have the fullest understanding, although it is a little strange, because everything is clearly visible for the casino, ID, proof of address, selfie with personal ID, selfie with personal ID + handwritten note.

Now the casino has told me that I should take a selfie again, with personal information, with a personal note and wink / close on one eye.

Here I seriously ask myself what this has to do with KYC and whether that is fair to a player who pays his money into the casino?

I mean I sent everything to the casino with no objections.

However, I just don't think it's normal that you have to make fun of yourself to get your 600 EUR paid out.

I think it is more than obvious that my KYC procedure is complete, several times, I can't explain it to myself for the best part.

Iwann is then also good with the procedure from the KYC and I emphasize again that I sent everything to the casino immediately.

However, I feel more than pissed off with the wink.

Since this has absolutely nothing to do with the KYC process and it should really be reconsidered what you do to a player or person to get the money you have won.

Nevertheless, I wish everyone involved in this all the best and I also hope that this case will be resolved soon.

Kind regards

Bekka

Guten tag, ich habe in dem casino Kim Vegas gespielt und eine Einzahlung getätigt und einen Boni in Anspruch genommen datum 03.02.21.

Nach umsetzen der Bonusbedingungen kann ich 600 EUR auszahlen lassen, mein konto wurde seither gesperrt und ich kann darauf nicht mehr zugreifen.

Mir wurde dann mitgeteilt nachdem ich an das casino Kim Vegas eine email geschickt habe, um meinen gewinn ausgezahlt zu bekommen, müsse ich mich verzieren.

Das übliche, ID,Addressnachweis,Zahlungsmethode.

Habe ich unmittelbar zukommen lassen.

Dann wurde mir mitgeteilt in einer weiteren email nachdem ich die ersten Dokumente dem casino zukommen lassen habe.

Das ich ein Selfie + meinen Perso in einem zuschicken soll.

Auch das habe ich schnellstens getan und dem Kim Vegas casino die nötigen unterlagen zu kommen lassen.

Nachdem auch dies nicht ausreichte, schickte mir das casino erneut eine email, wo sie von mir jetzt wieder ein selfie,mein perso inklusive ein Blatt Papier worauf die Notiz stehen soll mit dem heutigen datum und *HI CASINO*

Auch dem bin ich nachgegangen und habe es dem Kim Vegas casino zugeschickt.

Bis hier hin habe ich soweit auch vollstes verstaedniss obwohl es schon ein wenig merkwürdig ist, da alles eindeutig einsichtig ist fuer das casino, ID,Addressnacheweise, Selfie mit perso ID, Selfie mit persönlichen ID + handgeschriebener Notiz.

Nun hat mir das casino mitgeteilt, das ich jetzt wieder ein Selfie machen soll, mit perso, mit persönlicher Notiz und auf einem äuge zwinkern/schliessen soll.

Hier frage ich mich dann allen ernstes was das mit KYC zu tun hat das ganze und ob das einem spieler gegenüber der sein geld in das casino einzahlt fair gegenüber ist?

Ich meine ich habe alles dem casino zugesendet ohne Wiedersprüche.

Allerdings finde ich das einfach nicht normal das man sich mittlerweile so zum äffen machen muss um seine 600 EUR ausgezahlt zu bekommen.

Ich denke es ist mehr als einsichtlich das mein KYC verfahren vollständig ist, mehrfach, ich kann es mir beim besten willen nicht erklären.

Iwann ist dann auch gut mit dem verfahren vom KYC und nochmals betone ich das ich alles umgehend dem casino zugesendet habe.

Allerdings fühle ich mich da mit dem zwinkern mehr als veraeppelt.

Da dies rein gar nichts mehr mit KYC verfahren zu tun und das wirklich mal überdacht werden sollte, was man einem spieler bzw. menschen antut um sein gewonnenes geld ausgezahlt zu bekommen.

Ich wünsche dennoch allen beteiligten in dieser alles erdenklich gute und hoffe auch eine baldige Lösung in diesem fall.

MFG

Bekka

Dear Rebekka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

For the future references, when you’ll be asked for a selfie with ID documents, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Have you been advised what specifically seems to be a problem in verifying your account and why your first two selfies haven’t been accepted?

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

Best regards,

Petronela

Hello, the documents are perfect. Everything is visible and exactly as it should be.

The email says nothing that the documents were not recognized.

It was therefore advised to send further documents.

As I mentioned above, I sent Kim Vegas several times to the casino.

It is not my concern that the documents have not been verified, they are all in order.

It's just about the fact that I took a selfie twice including a note.

Think physically this is more than enough if you are asked to send selfies etc. twice.

It's all about that with the winking eye + selfie + id + note ... I understand that a casino can / may request that.

However, if you are asked to take a selfie of yourself, including all the things, then in my opinion you don't need to send more things where you have to endure grimaces from yourself to carry out a KYC procedure.

Again, the Kim Vegas casino has received all the documents and they are all correct.

Physically 2x more than apparent everything submitted and recognizable.

Wish you all the best.

BEKKA

Guten tag, die Dokumente sind einwandfrei. Alles ist ersichtlich und genauso wie es sein soll.

In der email steht nichts davon das die Dokumente nicht anerkannt wurden.

Es wurde demnach drauf hingewiesen weitere Dokumente zu schicken.

Wie ich oben schon erwähnt habe, mehrfach dem casino Kim Vegas zugesendet habe.

Es geht mir auch nicht darum das die Dokumente nicht verifiziert wurden, die sind schon alle in Ordnung.

Es geht hier einfach darum das ich 2x ein selfie aufgenommen habe inklusive Notiz.

Denke physisch gesehen reicht das mehr als aus wenn man 2x aufgefordert wird selfies etc zu schicken.

Es geht genau darum das mit dem zwinkernden Auge + selfie+ id+ note... Ich verstehe das ein casino das anfordern kann/darf.

Allerdings wenn man aufgefordert wird schon ein selfie von sich zu machen inklusive den ganzen Sachen, dann braucht man meines Erachtens nicht noch weitere Sachen schicken wo man Grimassen von sich selbst ertragen muss um eine KYC verfahren durchzuführen.

Nochmals, das casino Kim Vegas hat alle Dokumente erhalten die alle einwandfrei sind.

Physisch 2x mehr als ersichtlich alles eingereicht und erkennbar.

Wünschen ihnen alles gute.

BEKKA

Thank you very much, Bekka, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Bekka,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Kim Vegas Casino to the conversation to participate in the resolution of this complaint.

Hello Bekka,

thank you for notifying. I will now ask for details at the department in charge of and will be back to you as soon as possible

best regards

Hello,

unfortunately, additional verifications can be required by administration of the casino, this is also stated in the terms and conditions. we are kindly asking you to follow the instructions and upload the documents needed following which we will be able to proceed much faster.

This procedure is also a part of our T&C:

"We reserve the right to make a phone call to the number provided in your user account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed".

Good day,

Thank you very much to everyone involved to clarify the matter.

Could you please explain after I have the selfie, private note and my ID in my hand that I have sent the whole 2x to him not enough for a KYC?

What exactly are you referring to?

Kind regards

Guten tag,

Vielen dank erst einmal an alle beteiligten den Sachverhalt zu klären.

Koennen sie bitte erläutern nachdem ich selfie, private note und meine ID in der hand halte, das ganze 2x zu ihn gesendet habe nicht ausreicht fuer ein KYC?

Auf was genau beziehen sie sich dabei?

MFG

In accordance with the kyc and anti money laundering policy, we have the right to request additional documents like selfies and source of wealth/source of funds, when the player is considered as a high-risk one. That is why we are still asking you to provide us with the necessary documents. 

I've already done that several times, selfie, id, private note 2x ... where is the correct difference with the wink?

I think the private note, selfie + ID card is more than enough for a KYC verification.

Especially since, as mentioned several times, this has now been sent to them several times.

You should refrain from such KYC procedures. Or if you request it, request it immediately.

I have now given you the document. Hope to finally get my profit paid out.

Kind regards

BEKKA

Das habe ich doch bereits mehrfach getan, selfie, id,private note 2x... wo liegt da der korrekte unterschied mit dem Augenzwinkern?

Ich denke das private Notiz, selfie + ID card mehr als ausreicht fuer eine KYC Verifizierung.

Zumal man das wie mehrfach erwähnt nun mehrmals ihnen zugesendet hat.

Sie sollten von solchen KYC verfahren abstand nehmen. Bzw. wenn sie es anfordern, fordern sie es doch dann direkt gleich an.

Ich habe ihnen das Dokument nun bereitgestellt. Hoffe meinen gewinn dann Tastsaechlich endlich ausbezahlt zu bekommen.

MFG

BEKKA

Hi all,

Thank you for your replies.

Bekka, please let me know if it worked out with the provided document.

Moin, nothing has happened so far, I have neither received the prize nor has the document been accepted.

All the best

BEKKA

Moin, bisher hat sich noch nichts getan, weder habe ich den gewinn erhalten noch wurde das Dokument akzeptiert.

Alles gute

BEKKA

Hi it was not the requested documents please provide the requested ones thanks in advance and best regards

Dear Rebekah,

For additional verification of your account, we would ask to upload the following documents into your profile (Documents tab):

- a document (or number of documents) that shows the transfer of the funds you've deposited into our casino. It depends on the payment system used and can be a statement from the bank account / e-wallet for the last 3 months.

- a document (or number of documents), that shows the origin of the funds used for depositing in our casino, for example salary statement, proof of business ownership, selling a property, an inheritance payment or a divorce settlement, etc.

Thank you for understanding and patience!

Best regards,

Kimvega's support team

This is now the 5th email for further documents.

I really don't understand anymore how one can postpone verification for so long.

Make it easy for both sides, write me an email with the documents you need, then I can sit down and get everything ready for you.

You now take over a week for a KYC verification and ask for something new every time.

In the meantime we have reached a point where you should really ask yourself whether the KYC procedure in this casino is not very problematic compared to others.

 Dear Rebekka,

For additional verification of your account, we would ask to upload the following documents into your profile (Documents tab):

- a document (or number of documents), that shows the transfer of the funds you've deposited into our Casino. It depends on the payment system used and can be a statement from the bank account / e-wallet for the last 3 months.

- a document (or number of documents), that shows the origin of the funds used for depositing in our casino, for example salary statement, proof of business ownership, selling a property, an inheritance payment or a divorce settlement, etc.

Thank you for understanding and patience! 

Best regards,

Kimvegas Support Team

Das ist jetzt die 5te email nach weiteren Dokumente.

Ich versteh wirklich nicht mehr, wie man eine Verifizierung so lang vor sich hinschieben kann.

Machen sie es doch beiden Seiten einfach, schreiben sie mir doch eine email, mit den Dokumenten die sie brauchen, dann kann ich mich einmal daran setzen und mache ihnen alles fertig.

Sie beanspruchen fuer eine KYC Verifizierung mittlerweile ueber eine Woche und fragen jedesmal was neues an.

Mittlerweile sind wir an einem Punkt angekommen, wo man sich wirklich fragen sollte, ob das KYC verfahren in diesem casino im vergleich zu anderen nicht sehr problematisch ist.

Hi rebekka, other players don’t have this issues and I really try to help you but we have to follow AML and KYC guidelines

Unter KYC steht die Bezeichnung KNOW YOUR PLAYER.

1st .Request

ID Card

Proof address

Proof of payment

2nd. request

Selfie + ID card

3rd. request

Selfie + ID card + Private note

4th request.

Selfie + ID card + private + wink on one eye.

5th. request

transfer of the funds you've deposited into our Casino

 a document (or number of documents), that shows the origin of the funds used for depositing in our casino, for example salary statement, proof of business ownership, selling a property, an inheritance payment or a divorce settlement, etc.

You got all what should be very clear that this is my account and I think with all the documents I have send to you, you should know me know very well.

Money Laundry? That would not make sense, as Im playing with an bonus, deposited playing slots.. Has nothing to do with Money laundry then.

Especially with an 100 EUR deposit...

All this, what you referring to has reached a point what has nothing to do with know you player, this is what you referring to as you make it simple for yourself.

No matter what, this casino is def. highly questionable when it comes to KYC.

Even if this case should be solved one day, gamblers will see the conversations and got to know how it could end for them for an 600 EUR Cash out.

Keep doing what you want to do, just wasting your gamblers time.

Would be nice if you could reply asap to my email I have send to you 1 hour ago.

All the best

Hi Rebekka,

I chatted with a casino rep by Skype. She will try to get a German-speaking manager to help you.

Moin peter, thank you very much for your efforts.

Love from

Moin peter, super vielen dank fuer deine Bemühungen.

Lieben Gruss

Hi, before I hand over to my German colleague I wanted to point out that "the funds i have got owed from a friend of mine,

what has nothing to do with salary. I don't use the money i earn from my work to play in casinos." is not enough and I need to mention that risk assessment and AML+KYC policy contain a wide amount of factors that are taken into account, which, sadly, we are unable to disclose in order to protect an integrity of the risk management policies.  

Dear all,

what has this to do with KYC? Why or where I owe my money from to gamble with it or what else im gonna do with the money I have got from my friend?

This is money I owe from my friend and that should not be in ur interest what im gonna do with the money.

Its totally fine the explanation to answer ur question where I got my funds from.

All the best

Dear Kim Vegas Casino team,

If you are worried about money laundering or possible gambling problems, why aren't all the checks and verifications made before the player actually makes a deposit and plays in the casino and not after they win and make a withdrawal? Sometimes it's quite hard to prove where the money came from etc. and there is a difference between following the AML rules and breaching someone's privacy. Moreover, the complaint is about €600, not €600000, so I'm not sure if we can talk about money laundering in this case.

Dear Peter thank you for reply. By law we are not allowed to make a difference between 500 and 600000 euro it’s not the amount but the answer on question that flags something suspicious and we are forced to investigation in this case regardless the amount.

Thank you for your reply, so what will happen next? Has there been any progress?

I add now my German colleague

please meet Alexander here he can maybe help faster

Sure, he can reply here or by Skype.

Moin, thank you very much to everyone involved to clarify this case.

As before, I cannot really understand the allegation or the control on * Money Laundry *.

The difficulties in the Kim Vegas casino started much earlier with the KYC process.

That one asks 3x for selfies with various things that one should present.

Please explain in detail on my question.

What reason do you give for yourself that you have to send a personal, proof of address including 3 different selfies of yourself? Whereby the first two make it 100% clear that the images + documents clearly identify me, do you really have to wink in one eye to verify what exactly?

To what extent, should that be manipulated or something similar, the selfie + ID + private note can only come from me, since you have personal information and based on this, you can check the photo on the ID My physical photo including a private note from your casino requested to match all the data I have given you.

The question has always been left open and bypassed by the casino, why you have to take 3 selfies of yourself.

Furthermore, I see no reason for money laundry ?!

Money laundry, with a bonus and follow the rules including wagering associated with a bonus to launder money?

I find the whole thing really strange and on my part absolutely nothing reflects what you call an explanation ..

You also have to distinguish one thing, because the statement does not really apply, whether 600 EUR or 60,000 EUR.

Money laundry starts with the deposit, not the withdrawal.

In other words, we're talking here in the truest sense of the word about 100 EUR that I have paid.

That means 100 EUR Money Laundry ?!

I'm sorry, but everything you accuse one of * your * players is now anything but fair and completely subordinated.

I will send you all my documents, address, personal ID, ecopayz account, pay 100 EUR to play with the welcome bonus and to commit a serious crime?

The procedure on my person meanwhile has taken all the fun out of playing in a casino.

Wish all the best.

Moin, vielen dank erst einmal an alle beteiligten diesen fall zu klären.

Nach wie vor, kann ich die Anschuldigung bzw. der Kontrolle auf *Money Laundry* nicht wirklich nachvollziehen.

Die Schwierigkeiten im Kim Vegas casino, fingen ja schon viel früher an mit dem KYC process.

Das man 3x nach selfies fragt mit verschiedensten dingen die man vorlegen soll.

Erläutern sie bitte, detailliert auf meine frage.

Welchen Grund geben sie fuer sich aus, Das man perso,proof of address inklusive 3 verschiedene selfies von sich schicken muss? Wobei die ersten beiden schon 100% deutlich machen das die Bilder + Dokumente mich eindeutig identifizieren, muss man allen ernstes noch in der tat auf einem Auge zwinkern um was genau zu verifizieren?

In wie fern, sollte das manipuliert sein oder ähnliches da eindeutig zu erkennen ist das Selfie + ID + Privater Notiz demnach nur von mir stammen kann, da sie perso ja vorliegen haben und anhand dessen, koennten sie ueberprufen, das das Foto auf der ID mit meinem Physischen Foto inklusive privater Notiz von ihrem casino gefordert, mit all den Daten die ich ihnen übermittelt habe, übereinstimmen.

Die frage wurde bisher stets offen gelassen und umgegangen vom casino, wieso man 3 selfies von sich aufnehmen muss.

Des Weiteren, sehe ich keinen Grund fuer money laundry?!

Money laundry, mit einem bonus und die regeln befolgen inklusive dem wagering der mit einem bonus verbunden ist um geld zu waschen?

Ich finde das ganze wirklich merkwuerdig und meinerseits spiegelt absolut rein gar nichts dem wieder, was sie als Erklärung bezeichnen..

Sie müssen auch eins unterscheiden, da die aussage nicht wirklich zutrifft, ob 600 EUR oder 60.000 EUR.

Money laundry, fängt bei der Einzahlung an und nicht bei der Auszahlung.

Sprich, wir reden hier im wahrsten sinne des Wortes um 100 EUR die ich eingezahlt habe.

Sprich 100 EUR Money Laundry?!

Tut mir leid, aber all das was sie einem *ihrer* spieler vorwerfen, ist mittlerweile alles andere als fair und Komplett unterstellt.

Ich schicke ihnen meine sämtlichen unterlagen, Anschrift,persoenliche ID, ecopayz account, zahle 100 EUR ein um mit dem Willkommens-Bonus zu spielen um allen ernstes eine Straftat zu begehen?

Die Vorgehensweise an meiner person mittlerweile, hat jeglichen spass genommen, in einem casino zu spielen.

Wünsche alles gute.

Hello,

I try to explain it in German again. AML means understanding the origin of money so that money from forbidden sources is not exchanged. If the source of the money is an unknown friend then this could be used as a cover for exchange.

moin,

ich versuche es auf deutsch auch nochmal zu erklären. AML bedeutet die Herkunft des Geldes zu verstehen damit nicht Geld aus verbotenen Quellen umgewechselt wird. Wenn die Quelle des Geldes ein unbekannter Freund ist dann könnte dieses der Verschleierung zur Umwechslung dienen.

Moin, what do you expect as an explanation?

An unknown friend? how can that be my friend when he is unknown?

The explanation that I got the money from my friend reads from the hand.

For private reasons, I am not allowed to pass on information from another person who has absolutely nothing to do with your casino to strangers.

This would not do myself any favor, as I would pass on private data to third parties without permission.

Moin, was erwarten sie da als Erklärung?

Ein unbekannter freund? wie kann das dann mein freund sein wenn er unbekannt sei?

Die Erklärung das ich das geld von meinem freund bekommen habe, liest sich von der hand.

Informationen einer weiteren person die mit ihrem casino rein gar nichts zu tun hat, darf ich aus privatsphaerer gründen nicht weitergeben an unbekannte.

Dadurch würde ich mir selbst keinen gefallen tun, da ich unerlaubt private Daten an 3 te weitergebe.

Hi all, so what is the solution to this problem? How is Rebekka supposed to prove the origin of the €100? Do I understand correctly that you want the personal information of a person who doesn't have anything to do with the casino? That doesn't sound right or even in accordance with GDPR, especially when we are talking about €100. From my point of view, it looks more like an excuse not to pay the player her winnings.

Hi reason for AML is to play on own behalf with own money. If you play with others money it violates the AML laws. It’s not decision by us but a legal thing. I think you know AML regulations, the reasons of AML guidelines is to avoid that people use money of anonymous source and bring it to the legal money circulating.

the question for source of money does not violate GDPR we are even forced to ask for source by AML guidelines to avoid anonymous sources and law makes no difference of amount of money if an answer to a question raises risk warning. Best regards

Why do you say that I play with other players?

There is absolutely nothing wrong with playing in casinos, what I do with the money I borrow from someone, it has absolutely nothing to do with breaking any rule.

That evening I borrowed EUR 400 to play in the casino because I was waiting for my employer to pay out.

The money I borrowed was paid back to my friend immediately.

In addition, this friend currently lives with me, that is .. Honesty today is probably not what you expect, much more I should have lied where the source of money comes from and then the problem would have been so fine ... Absolutely ridiculous meanwhile.

Wieso sagen sie das ich mit anderen Spielern spiele?

Es ist absolut nichts verwerfliches daran in casinos zu spielen, was ich mit dem geld mache was ich mir von jemand borge, hat das absolut nichts mit iwelchen Regel Brüchen zu tun.

An dem Abend hatte ich mir 400 EUR geliehen um im casino zu spielen da ich auf meine Auszahlung meines Arbeitgebers gewartet hatte.

Das geld was ich mir geliehen habe, wurde unmittelbar an meinen freund zurück gezahlt.

Hinzu kommt das dieser freund z.Z mit mir zusammen wohnt, sprich.. Ehrlichkeit heut zu tage ist wahrscheinlich nicht das was sie erwarten, viel mehr hätte ich luegen sollen woher die Geldquelle stammt und dann wäre das problem so in Ordnung gewesen... Absolut lächerlich mittlerweile.

Hi, thank you for your replies. Since the case doesn't seem to lead anywhere, we are closing it as "unresolved" in favor of the player. If the casino is so worried about money laundering, it should do all the checks and verifications before it accepts player's deposits and not use the AML policy as an excuse to not pay the winnings. Secondly, the casino wouldn't do these checks if the player lost her money. I'm certain that nobody would investigate where the money came from and refund the player.

Best regards,

Peter