The player from Germany had requested multiple withdrawals totaling €3000, but after 16 days, the latest withdrawals remained unprocessed. He had received partial payouts, but he was seeking assistance in resolving the ongoing delay. The Complaints Team had communicated with the casino, which acknowledged the delay and prioritized the player's payment. Ultimately, the player confirmed that all outstanding amounts had been paid out, leading to the resolution of the complaint.
KinBet Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €3,631
KinBet Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
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Dear Casinoguru Team,
On October 9, 2025, I deposited €267 for a 75% up to €200 VIP Casino Reload Bonus and received €200 in bonus money.
Real money and bonus funds are separate at this casino. Before using the bonus, I was lucky and managed to win with my real money.
I now have €5131 in real money in my casino account, which I would like to withdraw. I have currently requested three withdrawals of €500 each. The €200 bonus was automatically canceled during the withdrawal process. So far, €1500 (3 x €500) has been paid out. Then, on October 15, 2025, I requested another three withdrawals of €500 and have been waiting for them to be processed ever since.
Since this payout from the casino has not been processed after 16 days, I have now decided to file a complaint and hope you can help me resolve this issue.
Best regards,
M*******
Edited by a Casino Guru admin
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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 that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Dear Popy71,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with KinBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
- Could you please confirm that you have passed the KYC verification?
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
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,
Katarina
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6 months ago
TranslationHello Katarina,
Here are the answers to your questions:
Is it marked as pending or already processed in your casino account?
The payouts are currently "processing".
Today the casino processed and paid out a withdrawal of €500.
If possible, please post a screenshot of your payout history here in this thread.
Could you please confirm that you have passed the KYC verification?
So far, the casino hasn't requested any verification. However, since the casino has already processed several withdrawals, I assume my account is verified.
Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
Yes, I deposited using Jeton and also requested withdrawals via Jeton.
kind regards,
Michael
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6 months ago
TranslationHello Katarina,
Today the casino paid out another €500.
€2631 is still outstanding.
Kind regards,
Michael
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6 months ago
TranslationHello Katarina,
On November 5, 2025, the casino paid out another €500.
€2131 is still outstanding.
Kind regards,
Michael
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6 months ago
Dear Popy71,
thank you very much for your updates. It seems the casino is fulfilling its duties.
Please keep me updated on the status of your withdrawals. This matter will remain open until confirmation is received that all funds have been successfully transferred.
Looking forward to your reply,
Katarina
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5 months ago
TranslationHello Katarina,
Yesterday, the casino emailed me requesting verification. I just completed this process and uploaded all the necessary documents and proof of identity to the casino's verification page. Now I'm waiting for confirmation. This process will delay the remaining withdrawals. I will keep you updated on the progress.
kind regards,
Michael
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5 months ago
Dear Popy71,
thank you very much for your message.
Are there any updates you can provide at this time?
Have your withdrawals been processed?
Looking forward to your reply,
Katarina
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5 months ago
TranslationHello Katarina,
No, apart from the identity verification, all documents are still under "review".
I wonder how much longer?
kind regards,
Michael
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5 months ago
Dear Popy71
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Katarina
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5 months ago
Dear Popy71,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite KinBet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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5 months ago
Dear Popy71,
Thank you for reaching out to us.
We would kindly like to apologize for the delay of your withdrawal request.
Please be informed that we forwarded your payment with priority and expect the finalization in the nearest time.
Thank you for your understanding and patience.
KinBet Casino Team
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5 months ago
TranslationHello Jana, Hello Kinbet Casino Team,
Thank you for the message,
I can confirm that the casino has again paid out 3 x €500.
There is still €631 outstanding.
I have just requested a payout of €500. I will request the remaining €131 tomorrow.
kind regards,
Michael
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5 months ago
Dear Popy71,
thank you for the update. Please keep us informed when you receive another payment.
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5 months ago
TranslationHi Jana,
I can confirm that the casino has now paid out everything.
Thank you so much for all your support.
Kind regards,
Michael
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5 months ago
Dear Popy71,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
Casino.Guru
