The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team intervened after the player reported delays, and communication with the casino was established. Eventually, all pending payments were processed successfully. The issue was marked as resolved.
Kingmaker Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Kingmaker Casino
Safety Index:Very lowCase summary
Discussion
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8 months ago
Translation
I have been waiting since April 8th for a payout of 500 euros each, a total of 3 payouts of 500 euros each. I always get the same statement that it will be passed on to the finance department, but nothing else happens.
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8 months ago
Dear Tob2008,
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
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.
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7 months ago
Dear Tob2008,
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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7 months ago
Translation
No, I asked again but I always get the same message that the finance department is working on it and that you should be patient but no payments are coming
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7 months ago
Translation
Hello
The last answer was that there is a short verification phase because I canceled a withdrawal, but how long do they want to keep checking?
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7 months ago
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I hope you can help me here. The chat is now immediately terminated if you clearly ask for your money.
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7 months ago
Translation
Miracles still happen, two payouts have been paid now, one is still missing
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7 months ago
Dear Tob2008,
I'm glad to hear that some of your withdrawals have arrived.
Can you please advise since when exactly is the 3rd missing one pending?
Awaiting your response.
Regards,
Nick
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7 months ago
Thank you Tob2008 for all the information provided so far. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Dear Tob2008,
My name is Jana 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 Kingmaker Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, 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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7 months ago
Translation
Thank you, all payments have now arrived
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7 months ago
Dear Tob2008,
We're glad to hear that your issue has been resolved. 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,
Jana
Casino.Guru
