Kingmaker Casino - Player's account is closed and withdrawal is delayed.

Salve, mi è successa una cosa spiacevole su Kingmaker Casino, ho giocato su questo casino per quasi una settimana.

Peccato che ieri sera volevo prelevare le mie vincite e ho notato che il casino mi aveva tolto la possibilità di prelevare:

Oggi, con mia grande sorpresa, non riesco nemmeno più ad accedere al mio account:

La chat non è utile in quanto si limitano a dire che il mio conto è in revisione e che devo aspettare, ma io vorrei prelevare i miei 372€ dato che ho versato un po' di soldi su questo casino e ho vinto in maniera regolare.

Spero possiate darmi una mano.

Grazie

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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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Have you played with or without a bonus?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Allora:

• no, non ho ancora prelevato da quando mi sono iscritto
• non mi era ancora stata chiesta la verifica KYC quando il conto è stato bloccato, però ieri mi è stato chiesto via email di inviare documento e selfie per la verifica, li ho inviati ma non ho ancora ricevuto risposta
• ho giocato senza bonus
• ho giocato sia slot che scommesse sportive

Please forward me all the communication between you and the casino customer support regarding the investigation of your account at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.

Come avevo anticipato il 26 e il 27 Novembre mi hanno chiesto di inviare i miei documenti e poi i dati per il prelievo manuale del saldo dal mio conto:

Ho inviato sia i documenti che i dati all'email support@kingmaker.com come da loro indicato in data 27 Novembre:

Hanno preso in carico la mia richiesta però tutt'ora sto ancora aspettando il prelievo dei miei fondi.

Thank you for the update. Have you received any confirmation from the casino that your documents have been reviewed and approved for KYC?

When was the last time the casino contacted you regarding the refund of your balance?

Non ho ricevuto ulteriori aggiornamenti dopo le ultime email che ho condiviso, né per quanto riguarda i documenti né per l'approvazione del prelievo.

Dear Spaffle

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla (karla.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Kingmaker Casino Team and Spaffle

My name is Karla, and I will be assisting with this case going forward. My role is to help both parties reach a clear, fair, and transparent resolution.

At this stage, I would kindly ask you to clarify the current status of the player’s account review and KYC verification.

Specifically, could you please provide information on:

• Whether the player’s submitted KYC documents have been received and reviewed

• The current stage of the KYC or account verification process

• Whether any additional documents or actions are still required from the player

• The expected timeframe for completing the review and processing the withdrawal of €372

If available, we would also appreciate any relevant internal notes or compliance-related information that explains why the account was locked and the withdrawal disabled.

Thank you in advance for your cooperation. We look forward to your response so this case can move forward without further unnecessary delays.

Hello all!

Dear Spaffle,

We would like to inform you that we have forwarded the matter to our verification team and we will have updates for you as soon as possible.

Thank you so much for your patience and excuse us for the inconvenience caused.

Best regards,

Kingmaker team

Dear Kingmaker Casino Team,

Thank you for your update.

We acknowledge that the matter has been forwarded to your verification team. We will now await further information regarding the outcome of the review, including confirmation of the KYC status and the expected timeframe for processing the player’s withdrawal of €372.

Please keep us informed once there are any updates, or if any additional information is required from the player.

Dear Spaffle,

Thank you for your patience.

We would like to inform you that your ID has been successfully reviewed and accepted by our KYC team.

To proceed with the balance processing, we kindly ask you to provide also your crypto wallet details.

Once the requested information is submitted and verified, we will be able to continue with the next steps.

Please let us know if you need any assistance.

Kind regards,

Kingmaker team

Dear Kingmaker Casino Team and Spaffle,

Thank you, Kingmaker Casino, for the update and for confirming that the player’s ID has been successfully reviewed and accepted.

We acknowledge that the player has already provided the requested crypto wallet details in this thread.

At this stage, we will kindly ask the casino to proceed with the verification of the provided crypto wallet and the processing of the withdrawal of €372, once all checks are completed.

Spaffle, please keep us updated here once:

• You receive confirmation that your crypto wallet has been verified, and

• The withdrawal is processed or credited to your wallet

This will allow us to track the progress accurately and move the complaint forward accordingly.

Thank you both for your cooperation.

Oggi ho finalmente ricevuto il mio prelievo, grazie Kingmaker Casino e soprattutto grazie Casino Guru!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

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,

Karla