Kingmaker Casino - Player's winnings have been delayed for months.

Dear CasinoGuru Team,

I hope you are doing well.

First, I would like to mention that Slovenia is not available in the country-of-residence dropdown menu. Kindly consider adding it, as this is preventing proper selection during account-related processes.

I am currently facing an ongoing issue with my account and withdrawals at Kingmaker Casino last approximately 4 months . My winnings have not been paid, and the casino has been repeatedly delaying the resolution of my case for the past four months. Account was fully verified check all details at AskGamblers thread . Their responses on the AskGamblers platform have remained the same, without any real progress or clarification.

At this point, it appears that the issue is being continuously delayed using repeated and unsubstantiated explanations, and the complaint remains unresolved.

I have full documentation and relevant proof of my gameplay, account activity, and communication with the casino. I am ready to provide all necessary evidence upon your request.

I respectfully ask the CasinoGuru team to review this case and assist in resolving the issue as soon as possible.

Thank you for your time and support.

Kind regards,

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.

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.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share a link to the relevant AG thread or share screenshots of the responses you received so far from the casino representative?
• Could you please share with me your communication with the casino regarding the issue? 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

Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?

I am playing with them since last years November. They make the problem from the day one but they did it 3 months ago and make excuses 

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I mostly played Roulette . Lucky 6 Roulette 

My total balance is 151012 euro 

Did you achieve your current balance with the help of a bonus?

No I just received few withdrawals 

Could you please share a link to the relevant AG thread or share screenshots of the responses you received so far from the casino representative?

I can share all details also you can check at thread

Kingmaker team didn’t provide any evidence to the moderator which allegations they made .Three complaints was raised against them . Operator representative are not honestly dealing with this issue . Moreover it’s Real cash balance of 151000 Euro . It’s humble request to recover from them . Feel free to ask for more details I suffered a lot last 4 months . I shared the few emails I have all record . Account was verified earlier after 1 months I provided a lot documentation please check previous replies at thread .

Regards ,

I provided documentation on time and authenticity can be checked via local authorities . They knows all about it

Dear ,

Casino is runaway to provide any evidence and not cooperate with team so complaint is closed they are failed . Please review my complaint and check askhttps://www.askgamblers.com/casino-complaints/kingmaker-casino-each-and-every-time-delays-the-payment-hides-under-different-excuses

Let me know what to do next

Regards,

Bilal ****

Dear bilalasjad,

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, Adam (adam.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,

Tomas

Dear Adam ,

The Casino allegations was I didn’t provide documentation on time this is baseless allegations they better know I provided all documents via thread and via email I will share that emails with you too as a proof and valid and updated documents no tempering they can verify by and local authorities . Please your email . I have a lot proof .

Regards

Hello bilalasjad,

I have reviewed your case thoroughly and will contact the casino to see if I can help.

We would like to invite Kingmaker Casino to join the conversation and help resolve this complaint.

Dear Kingmaker Casino,

Can you please provide further information about the situation? Which documents were not acceptable for the verification to be completed?

Kind regards,

Adam

Dear Adam,

We would like to officially inform the forum that the final decision regarding this account has already been reached and communicated to the player.

Following a comprehensive review by our management team, the account will remain permanently closed, and all remaining funds have been officially deducted. This action was taken in strict accordance with Clause 5.3 (Failure to provide required verification documents within the 30-day timeframe) and Clause 9.4 (Breach of Terms/Improper Activity) of our General Terms and Conditions.

We would like to formally clarify that the player's account was permanently closed on May 21st due to a consistent failure to meet our standard verification criteria within the permitted (and extensively extended) timeframe.

To ensure absolute transparency, we have provided the official timeline and compliance details below:

1. Initial Request and Document Criteria (March 3rd)

The verification process was initiated on March 3rd, where we requested multiple standard documents, including a valid Proof of Address (POA). Our KYC (Know Your Customer) team provided clear guidance that the POA must be submitted in its original digital PDF format, explicitly stating we only accept:

-Utility Bills (gas, electricity, water, or landline/house internet).

-Traditional Bank Statements (excluding digital/online-only banks such as Revolut, N26, etc.).

-Government-Issued Documents (e.g., local municipality certificates).

-Note: Mobile phone bills are strictly prohibited.

2. Timeline and Extended Opportunity (March 3rd – May 21st)

While our standard policy enforces a strict 30-day verification window, our team actively chose to extend this window to nearly 80 days because the player was actively communicating. We provided numerous clear explanations and ample opportunity for the player to resolve the matter.

3. Submission of Non-Compliant Documentation

Despite receiving continuous and precise instructions from our support and compliance teams, the player repeatedly submitted documentation that breached our security and regulatory protocols between March and May. This included:

-Multiple mobile phone bills (submitted as both scans and PDFs), which are explicitly not accepted.

-A certificate of temporary residence where the address did not match the registered account address.

-Scanned copies or screenshots instead of the mandatory original digital PDFs.

-Documents where the internal file metadata properties indicated the PDF had been modified and edited.

Because the player continuously failed to provide genuine, compliant, and unaltered documentation despite extensive guidance and extended deadlines, the account was permanently closed on May 21st in strict accordance with Section 5.3 of our General Terms and Conditions (T&C).

Our communication logs and system timeline confirm that we acted with maximum flexibility to assist the player, but our mandatory compliance criteria were never fulfilled. This decision is final, and the account will remain permanently closed.

Thank you for your understanding.

Best regards,

Kingmaker Team

Dear All ,

I have all emails with evidence which clarify the time I submitted bank statements of traditional bank accounts and as well as I also provided the local government adress registration with them they have all proofs and I shared with your team too . If still you require I will share again . I send the all previous month’s account statement also dates and documents are mentioned at threads even on email. They know very well . This allegation is baseless .

Regards,

Thank you for your detailed response, Kingmaker Casino.

Dear bilalasjad,

I have replied to you via email.

Kind regards,

Adam

Dear Kingmaker Casino,

I have reviewed the evidence provided by the player, and I would now like to ask you to provide evidence supporting your claims about modified documents and the communication with the player explaining what was required from them to complete the verification. Please feel free to send the relevant information to my email, adam.m@casino.guru

Kind regards,

Adam

Dear all,

We kindly inform you that we are checking on the matter with our relevant team and we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

Kingmaker Team

Thank you for the update, Kingmaker Casino.

We will wait for further information.

Kind regards,

Adam