The player from Greece had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had communicated that withdrawals could take time to process and that players should wait at least 14 days before escalating the issue. In this case, the complaint had been rejected as it was determined that the player was responsible for the funds in her account until the withdrawal was fully processed.
KinBet Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: €2,000
KinBet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
6 months ago
Hello,
On [29/08], I requested a withdrawal of 500 from my KinBet account.
The withdrawal was not processed and the funds were not locked.
Within half an hour, the balance was lost through further play, without my consent, since the withdrawal request should have prevented this.
I have proof (screenshots) showing:
- The withdrawal request
- Account balance before and after
- Transaction/game history
I contacted customer support but received no clear response.
I request an immediate investigation and refund of the funds owed to me.
Public
Public
6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
Dear player, please understand that players are responsible for the funds in their accounts until a withdrawal is successfully processed and completed. Simply submitting a withdrawal request does not guarantee that the funds will be locked or unavailable for further play, unless the casino specifically offers such a feature.
It would, of course, be ideal if the funds were automatically blocked after requesting a withdrawal — unfortunately, not all casinos do this, and if the funds remain accessible, they can still be used for gaming.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
