The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. We had explained that withdrawal processing could take several days or weeks due to KYC verification or high withdrawal volumes and had advised patience. The player later confirmed that the issue had been resolved, and the complaint was marked as resolved in our system.
KinBet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
KinBet Casino
Safety Index 6.7 Above averageCase summary
Discussion
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2 months ago
Translation
Hello,
I won over €100,000 at KINBET Casino on April 20, 2026.
Due to my VIP level, I can withdraw €1500 daily.
Payouts:
April 20, 2026: €1500 - not processed as of today, April 28, 2026
April 21, 2026 €1500 to date April 28, 2026 not processed
22.4.2026 €1500 processed on the same day
On April 22nd, I was asked to upload documents. I uploaded all the requested documents, which were accepted shortly thereafter. Shortly thereafter, I received the payment for April 22nd, 2026.
Unfortunately, I was unable to request any further withdrawals from that point on, as withdrawals were blocked. From that point on, a message also appeared under "Verification" stating that I should verify my account and upload the "documents below".
Unfortunately, no documents are visible there.
My question:
Why are my first two withdrawals not being processed?
Why should I verify myself again, and above all, with which documents? If none are visible.
The live chat and the VIP manager haven't been able to help me so far!!!
I still have €100,000 in my account and honestly, I'm afraid I'll never see the winnings!!!
Withdrawals in the past have always gone smoothly.
I will provide screenshots of the facts.
Automatic translation:
Public
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2 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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2 months ago
Dear Kasipp1978,
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 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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2 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 Kasipp1978,
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,
Karla
