The player from Italy had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The player reported that a previous €800 withdrawal had been processed, but a €200 withdrawal remained pending despite prior account verification. The Complaints Team had advised patience due to typical processing times and requested further information to assist, but the player did not respond to follow-up inquiries. Consequently, the complaint was closed due to lack of communication, with the option to reopen if the player resumed contact.
Kingmaker Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Kingmaker Casino
Safety Index 3.6 LowCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hi, I requested two withdrawals. One for €200 on May 26th and the other for €800 on June 5th. The €800 withdrawal was cancelled by the site this morning, and I requested it again. Both are pending. I've contacted the operators several times via chat to request a reminder for at least the first one, but nothing has happened. In the past, delays have occurred, resulting in cancellations by the site to buy time before paying. But I don't think that's fair. I'd like to ask if you can expedite them. Thanks.
Automatic translation:
Public
Public
3 weeks 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
3 weeks ago
Dear sabrinanasri914,
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
Public
Public
3 weeks ago
Dear sabrinanasri914,
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.
Public
Public
3 weeks ago
TranslationGood morning, no, the payment hasn't been processed yet. The various checks were completed about a year ago when I won a significant amount, and they verified my account documents, etc., before processing the payments, so that procedure isn't necessary today. The chats don't provide clear and conclusive information.
Automatic translation:
Public
Public
2 weeks ago
TranslationUpdate: This morning the €800 withdrawal payment was processed and deposited into your account. The €200 withdrawal is still pending.
Automatic translation:
Public
Public
2 weeks ago
Dear sabrinanasri914, thank you for your response. 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?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.
Karla
Public
Public
1 week ago
Dear sabrinanasri914,
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.
Public
Public
5 days ago
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,
Karla
Casino.Guru
