The player from Greece faced significant delays with three withdrawal requests of 500€ each, all pending since March 25th. He had been in daily communication with the casino but felt mocked and frustrated by their excuses for the delays, while additional funds were also inaccessible due to a maximum withdrawal limit. The Complaints Team intervened, contacted the casino, and after an extended response time, the player's withdrawals were eventually processed and completed. The complaint was marked as resolved following the successful payment of his winnings.
KinBet Casino - Player's withdrawals are delayed and account is restricted.
Resolved
Our verdict
Case closed
Amount: €1,500
KinBet Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
I have made 3 withdrawal requests since March 25th.
Each one corresponds to 500€.
No one has received approval.
It is under processing.
In daily communication with them, they make fun of me right in front of my eyes.
They keep telling me we need time and we need time, while the normal waiting time is from one to three days.
In addition to these withdrawal requests, I also have some other money in my account that won't let me withdraw, because it tells me I've reached the maximum withdrawal request.
I'm really desperate and I don't know how to deal with it.
In my briefing to those I told them that I would file a complaint,
Their response was that they were sorry for any dissatisfaction I had and wanted me to be a little more patient.
And of course there is no phone number to contact them.
When you have to make a deposit, they pull it in fractions of a second, now it takes 15 days or more.
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11 months ago
Hello Andreas83,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with KinBet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
TranslationGood evening, my account says no verification needed!
It doesn't even ask me to upload documents!
My winnings are from real money without any bonus use!
The last time I spoke to them was the day before yesterday!
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11 months ago
TranslationA correction I made a deposit and it gave me a bonus. I play with the regular money and not the bonus, I lose it and then I play with the bonus and complete the required bet and so I made a withdrawal
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11 months ago
TranslationDo we finally have any news about my problem??
Meanwhile, I've been in the same situation since March 25th!
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11 months ago
Thank you Andreas83 for all the information provided so far. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Dear Andreas83,
My name is Martina 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 representative, 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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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
TranslationThe withdrawal requests I had made have just been completed!
And they paid me properly!
It was very late but everything is fine!
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10 months ago
Dear Andreas83,
I am so glad to hear that! I'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,
Martina Bennett
Casino.Guru
