The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. After 14 days without the payment being processed, he expressed concerns about the casino's lack of action. The Complaints Team intervened, and following communication and cooperation, the issue was resolved, leading to the player's confirmation that the matter had been satisfactorily addressed.
KinBet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
KinBet Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
Ladies and Gentlemen
I'm contacting you with a complaint against Kinbet. I'm waiting for a total withdrawal of €2,500, of which three withdrawals of €500 have already been requested. I can only request the others after the withdrawal. The first withdrawal request in this series was made on September 18, 2025 (via Ethereum). According to the Terms and Conditions, it's a maximum of three business days. I've already contacted customer service several times, who each time only put me off, promised me a quick payout, and allegedly forwarded this to the finance department as a priority. I contacted the betting provider again with a deadline, but this time, unlike usual, they didn't respond at all. According to the provider, everything is fine with my request, there's just a "minor" delay. I don't feel well treated and expect a quick payout, as the deadline has now been exceeded three times. I have both deposit and withdrawal receipts, as well as all correspondence via chat and email. I hope you can help me with this! Best regards and thank you very much!
Automatic translation:
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5 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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5 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.
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5 months ago
TranslationIt's been 14 days today. The provider is currently making no attempt to pay out, other than repeating the same old platitudes. If things continue like this, I'll be waiting five months for a total of €2,500. I suspect they're simply not processing the payout. What can I do now? I've already submitted all the documents by email and have been told several times that the application is in order, but it just hasn't been approved.
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5 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
TranslationGood day,
Thank you for the message and your effort!
Unfortunately, the payment (application dated September 18, 2025) has still not been received.
Best regards
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5 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? 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.
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5 months ago
TranslationHello dear Dominika,
Thank you for the quick response.
I've already made withdrawals before. I sent my documents for verification by email. I haven't received a confirmation. I haven't claimed any bonuses. I hope I've answered your questions sufficiently. I'll send you the chats and emails by email. Thank you!
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Bernd6795,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
