The player from Austria faced an unresolved verification and payout issue with Kingdom Casino, which refused to verify his account, incorrectly citing a non-existent payment confirmation. Despite providing comprehensive evidence, including bank statements that confirmed his account details, the casino continued to withhold his funds. The complaint was later marked as resolved by the player, and the issue was closed by the Complaints Team after his confirmation. The team remained available for assistance with any future disputes.
KingdomCasino.io - Player’s payout is delayed due to account verification issues.
Resolved
Our verdict
Case closed
Amount: €3,000
KingdomCasino.io
Safety Index:Very lowCase summary
Discussion
Public
Public
2 months ago
Translation
Dear Casino Guru Team,
I request your assistance with an unresolved verification and payout issue with Kingdom Casino.
Facts:
Kingdom Casino is currently refusing to verify my account, stating that a payment confirmation with the last four digits "8265" must be provided.
However, this has been demonstrably proven false.
The correct and only last four digits of my Revolut account are "5628".
I have never had an account ending in "8265". After contacting Revolut customer support, they confirmed that no account with these digits existed in my name in their systems. It is very likely an error on the casino's part (reading the digits from right to left).
Evidence already submitted:
I have provided the casino with all bank statements in full, from October 2025 to the present day.
These bank statements show:
my personal data
the full account number
as well as clearly the last digits "5628"
clearly visible.
It is also precisely this Revolut account that I used to make the deposits at Kingdom Casino.
Additional clarification regarding payment:
The first payout on December 25, 2025, amounting to €1,000, was not deposited money, but a €25 bonus granted to me by the casino, which I earned according to the bonus conditions.
Despite multiple explanations, complete documentation and clear evidence, Kingdom Casino continues to refuse to verify my account and release my funds.
My request:
I politely request Casino Guru's assistance in communicating with Kingdom Casino so that this obvious misunderstanding can be clarified, my account can be correctly verified, and my rightful balance can be paid out to me.
Thank you in advance for your help and support.
Automatic translation:
Public
Public
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.
Public
Public
2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- How many deposits have you made into this casino so far?
- Which payment methods have you used to deposit money into this casino? Have you used more than one payment method for depositing?
- Kindly forward me the communications between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
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 Joki93,
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,
Veronika
