The player from Germany had invested €2,500-3,000 in the casino and won €1,500, which he could not withdraw as he was unable to access his wallet or the withdrawal options. He had never previously withdrawn funds or violated any terms and conditions, and he found the situation concerning after contacting support. The issue remained unresolved as the player did not respond to the Complaints Team's requests for further information, leading to the rejection of the complaint.
CoinKings Casino - Player is unable to access withdrawal options.
Closed
Our verdict
Player stopped responding
Amount: €1,500
CoinKings Casino
Safety Index:HighCase summary
Discussion
Public
Public
11 months ago
Translation
Hello dear forum,
The following situation occurred at the casino mentioned:
Over two months, I invested approximately €2,500-3,000 in the online casino using crypto. Payments were always credited directly to my account, and I was able to start playing. Unfortunately, I kept losing. However, I've now managed to win back some of it – €1,500. One small note: I've never played with bonus funds, and this money is listed as available for withdrawal in my wallet. However, now I can no longer access my wallet at all, immediately after winning. Before, this worked without any problems; I could deposit, and a tab was always displayed under "Withdrawal." Since I have €1,500 in my account, I can no longer access the withdrawal and deposit menus.
I've never withdrawn anything from the casino mentioned, and as I said, I was always given the option to withdraw my stake after I'd booked it. Now, right after the larger amount, I have no chance of requesting a withdrawal. I've also contacted support, but this already seems a bit strange to me. Please help me.
There is no second account or other violations of the terms and conditions.
Best regards
Automatic translation:
Public
Public
11 months ago
Dear WinsaneIstBetrug,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to better understand your situation and assist you effectively, could you please provide more information by answering the following questions:
- When did you first notice that you could no longer access your withdrawal options?
- When exactly did you contact customer support regarding this issue? Have you received any response yet?
- Have you passed the full KYC verification?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
