The player from Germany hit a jackpot of over 70,000 euros at Black Lounge but only received a payout of 115 euros. Despite multiple communications with the casino's support team, she did not receive any response after 48 hours regarding the situation. The player reported that the game's red bell icon, indicating a win, turned blue at the end, which she considered fraudulent, but no evidence was provided to support this claim. We reviewed the case and concluded that since the casino credited the amount recorded in the game history and no proof of inconsistency was presented, the complaint could not be upheld. Consequently, the complaint was rejected due to lack of evidence.
Kingmaker Casino - Player’s winnings have been delayed.
Closed
Our verdict
Insufficient evidence from player
Amount: €70,000
Kingmaker Casino
Safety Index 3.6 LowCase summary
Discussion
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1 month ago
Translation
On May 30th, I hit the jackpot.
It was over 70,000 euros, for which I received the red bell with the text "Grand" at Black Lounge. I was paid out 115 euros.
I then spoke with Pepe, Georg, Freya, and Renate in the chat. They all forwarded the information and assured me that they were working on it as quickly as possible. Is it normal that there's been no response after 48 hours?
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1 month 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.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kingmaker Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Did you achieve your current balance with the help of a bonus?
- Do I understand correctly that the remaining balance was removed?
- Could you please share with me your communication with the casino regarding the issue and other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationI haven't received any replies, except from the chat, where I was told to be patient and that it would be processed as soon as possible. Unfortunately, I don't have a screenshot. Sorry.
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1 month ago
TranslationGame name: Black Lounge
Provider EGT Digital
Before 5.40 After 120.40
Profit 115 euros
Time 23:56:08
ID number 412964424223
There were 20 free spins; at the end of the 10 games, when the sum was announced, the Grand Bell disappeared.
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1 month ago
TranslationI was just informed that there was no error and everything was paid correctly. That's not right. If the red bell rings during a game, you've won the amount; if the red bell then turns blue at the end, that's fraud.
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1 month ago
TranslationCould you please request the game so people don't think I'm crazy? I'm very disappointed.
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1 month ago
TranslationWhat I also noticed is that after I reported it to Kingmaker, the jackpot in the game disappeared. Why?
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1 month ago
Thanks for your patience and for the clarification of the situation.
The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the game provider's server. If two different results exist, the correct one is the one on the provider's server.
- Is there any evidence that some of your winnings weren't credited?
Please understand we are unable to confront the casino without evidence of any inconsistency, especially if the casino has already investigated and found no fault.
Looking forward to your reply.
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1 month ago
TranslationNo, if the provider had something different, I have no chance of contesting it. A red bell icon appeared on my screen, which later turned blue. No, there's no proof, just disappointment. Thank you for your help. Inge *****
Edited by a Casino Guru admin
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3 weeks ago
Thanks for your reply.
Sadly, we are not in a position to assist you just based on your description of events. Since your account was credited with the amount recorded in your game history, there is nothing else we can accomplish. I hope you won't face similar issues in the future.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
