The player from Italy had a significant win of €150,000, after which his account was blocked for verification, but weeks had passed without resolution. Most of his winnings were inaccessible. The player also awaited three withdrawals totaling €2,400 and had €5,400 in bonus points that became unusable after the account closure. We clarified that the €150,000 lost during gameplay could not be refunded and that bonuses were promotional and not withdrawable. The complaint was marked as resolved after the player confirmed the issue had been addressed.
Kingmaker Casino - Player's account has been closed after a big win.
Resolved
Our verdict
Case closed
Amount: €2,400
Kingmaker Casino
Safety Index 3.6 LowCase summary
Discussion
Public
Public
6 months ago
Translation
Good morning,
I had a big win at this casino, €150,000.
After winning, my account was completely blocked, requiring account verification, but weeks have already passed.
All €150,000 is gone, except for the money still in withdrawal.
Automatic translation:
Public
Public
6 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
6 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.
- Am I correct in understanding that you are currently waiting for three withdrawals amounting to €2400 to be paid out?
- When exactly did you submit these withdrawal requests?
- Which documents did you send to the casino for verification, and when exactly did you send the most recent one?
- Could you please specify if you have been able to provide any documents for your proof of address, given that you live with your parents and do not have any utility bills issued in your name?
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
6 months ago
TranslationUpdate on the matter: My account was closed without the option to reopen it. I asked for information on my casino withdrawals and they never responded.
I'll answer your questions point by point:
- Yes, I was still waiting for 3 withdrawals of €800 to come in, for a total of €2400.
- These withdrawal requests were active since 11/22/2025, then they decided to block the account and send me the verification.
- I sent all the documents on the same day, December 2, 2025, and they included my credit card information, my facial recognition, transactions made with the credit card I used, and finally valid documentation to show my address.
- I used a letter I received last month from Santander Consumer Bank to validate my address. It included my home address, which was the most recent address I had received addressed to me.
I'd also like to ask: what about the other €150,000 that was in the account? Will I ever be able to get it back?
I look forward to hearing from you, thank you.
Edited
Automatic translation:
Public
Public
6 months ago
TranslationGood evening,
I wanted to add one more detail.
Playing at Kingmaker Casino, I accumulated a lot of bonus points, around 27,000 points. You could exchange these points for their bonuses in euros; 1,000 points were worth €200. Obviously, by closing my account, I can't take advantage of these bonuses, and they still totaled €5,400.
I look forward to hearing from you.
Automatic translation:
Public
Public
6 months ago
Thank you for your responses.
Unfortunately, since the €150,000 was lost during regular gameplay, we are unable to request the casino to refund this amount. Please note that verification may often take several working days, or even weeks, and it is the player’s responsibility to refrain from continuing to play with funds they intend to withdraw.
Additionally, we cannot request the casino to allow the use of bonuses that were previously available on the account. A bonus is essentially a promotional benefit provided by the casino and cannot be considered real money.
In the meantime, have you received any updates regarding your verification documents?
Have you already received the €2,400 withdrawal?
Public
Public
6 months ago
Dear SetSupremacy,
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
6 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 SetSupremacy,
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
