The player from Greece had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The Complaints Team intervened after the player reported that the withdrawal was still 'under review' despite prior successful transactions. The casino was contacted for clarification, and after further investigation, the player confirmed that the payment had been received. The complaint had been marked as 'resolved' in the system.
Kingmaker Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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4 months ago
Translation
Good evening,
I would like to file a complaint regarding a pending withdrawal at Kingmaker Casino.
On 02/09/2025 I submitted a withdrawal request for €500.
Since then, the takeover has remained in a "under consideration" status, without any clear update.
Kingmaker Casino does not require identification/verification for withdrawals, so the delay cannot be justified by this process.
I have contacted them several times via live chat and once via email, but the responses were only very general (e.g. "please wait") without any specific date.
Many days have passed to this day and my ascension has not been completed.
Please help me so that the issue can be resolved and my payment completed as soon as possible.
Thank you!
Automatic translation:
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4 months ago
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
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4 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
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.
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4 months ago
Translation
Good evening
Thank you very much for your reply, unfortunately it is still "under review", I have not contacted you again either via live chat or via email because the answers they give me are "please be patient"
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4 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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4 months ago
Translation
Good evening Dominika
Regarding the last message you sent me, I would like to respond to you that in the past I had no problems with withdrawals, within three or four days I would see the money in my account.
This casino does not require identification.
I didn't have any bonus active when I collected my profit.
I'm sending you some screenshots from the live chat and the email I communicated with by email.
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4 months ago
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No, it's still "under review". I contacted live chat a few days ago and they told me exactly the same thing as the previous times...
Automatic translation:
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4 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Translation
Thank you Dominika for your service and information, I hope my complaint is resolved.
Automatic translation:
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4 months ago
Hello SpinBuddy,
My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.
To ensure full transparency, I would like to invite a representative from Kingmaker Casino into this conversation.
Dear Kingmaker Casino,
Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.
Thank you in advance for your cooperation.
Best regards,
Karla
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4 months ago
Translation
Good morning Karla, I just received the payment!!
Automatic translation:
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4 months ago
Dear SpinBuddy,
We would like to inform you that we are looking into your request.Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind Regards,
Kingmaker Casino team
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4 months ago
Dear SpinBuddy,
We're glad to hear that you received your payment . 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,
Karla Mayfly
Casino.Guru
