KingdomCasino.io - Player’s winnings haven’t been received yet.

Dear Casino Guru team,

I would like to file a formal complaint against Kingdom Casino, operated by Dama N.V., regarding an ongoing issue involving a blocked withdrawal and KYC delays.

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🧾 What Happened:

I deposited €450 into my account at Kingdom Casino.

After playing, I won a total of €2,298, which was reflected correctly in my wallet.

I requested a full withdrawal of the €2,298 directly to my Monzo bank account.

At the time of the withdrawal, my KYC verification was still pending, but I had already submitted all required documents (ID, proof of address, and payment method).

Over 65 hours passed, and my KYC status remained unchanged — still pending.

I contacted support multiple times. They said due to high volume, they could not give me an exact timeframe for KYC review.

I was later told that Kingdom Casino has withdrawal limits of:

€1,000 per day

€2,500 per week

€10,000 per month

Based on this, I cancelled the original €2,298 request and resubmitted three smaller withdrawals:

€900

€800

€598

As of today, none of these have been processed, and KYC is still pending, despite being well past reasonable verification timeframes.

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⚠️ Why This is a Problem:

The casino accepted my deposit and allowed me to play, so they should process winnings fairly.

My documents were submitted properly and on time.

KYC delay is excessive, and no clear answer has been given.

The casino has failed to honor its own withdrawal terms or payment timelines.

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🙏 What I Am Requesting:

1. Immediate approval of my KYC verification.

2. Full processing and payment of my total €2,298 withdrawal.

3. Clear communication and adherence to their own stated withdrawal limits.

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I am also submitting complaints to AskGamblers, Trustpilot, and the Curaçao license authority (Antillephone N.V.).

Thank you for reviewing this complaint. I am happy to provide:

Wallet screenshots

Withdrawal screenshots

Chat logs with casino support

Proof of deposit and ID/KYC documents

Please let me know if you need anything further from my side.

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru