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,

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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

Dear all,

We would like to kindly inform you that we would like some more time please to investigate the matter.

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

Best regards,

Kingmaker Team

Hello Kingmaker Casino,

We will allow a final extension of 7 days, after which the complaint will have to be closed as 'unresolved' if no supporting evidence has been provided.

Kind regards,

Adam

Dear Kingmaker Casino,

The timer is due to expire in 1 day. Are you able to provide any update on the situation?

Kind regards,

Adam

Dear Adam,

We have sent to you an e-mail. Please, kindly check.

Thank you!

Best regards,

Kingmaker Team

Hello bilalasjad,,

The casino has requested a further extension, citing technical difficulties. This has been granted in the hope that a resolution to this complaint can still be reached. I am sorry for the delays, and thank you for your continued patience in the meantime.

Kind regards,

Adam

Dear Adam,

We kindly inform you that we have sent to you an e-mail to update you about the matter. Please, kindly check.

Thank you all for your patience and cooperation.

Best regards,

Kingmaker Team

Dear bilalasjad,

The casino states that it is unable to provide evidence on this occasion, but has proposed an offer of resolution to this complaint to you. Can you please reply and clarify if you accept this and now consider the matter to be closed?

Kind regards,

Adam

Dear All ,

I didn’t accept settlement offer at all was words play . They have to deal a settlement or prove their allegations towards me . Please don’t close the complaint at all . It seems more cheating .They just pay me to not damage their goodwill I try but matter is not settling like this just 13900 . Feel free to ask for more details

Regards,

Bilal

Dear Team,

Thank you for opening the complaint.

The total outstanding balance owed to me was €137,100. However, I have only received €13,900. The company’s claim that I agreed to a settlement is incorrect. I did not accept any settlement proposal, nor did I agree to resolve the matter on those terms.

If the company genuinely wishes to settle this dispute, they should pay at least 30% of the remaining outstanding amount. Upon receiving that payment, I will withdraw all of my applications and complaints against the company and its team.

The company’s statement that I accepted a settlement is simply a misrepresentation. I did not agree to any such arrangement. If they continue to make this allegation, they should provide evidence to support their claim.I already filed complaint against via local authorities few days ago .

I remain willing to resolve this matter fairly, but until a reasonable settlement is reached, I will continue to pursue my claims.

Kind regards,

Player

Thank you for your responses, bilalasjad.

Dear Kingmaker Casino,

You have been granted time extensions in order to allow you to provide us with evidence pertaining to this case, as you mentioned you had experienced technical difficulties in uploading or sending documents to us. You have now stated that you are not able to provide any evidence at all to support your claims against the player.

While I appreciate you have returned the player's deposits to them, they have not accepted this as a resolution to the situation, as the amount of winnings is substantially larger. If the casino is not able to provide any supporting evidence to justify the confiscation of the winnings, we will have no option but to mark the complaint as 'unresolved' on this occasion.

Ideally, we would need to see the aforementioned communication logs and evidence of fraudulent/edited documents provided to close the case in favor of the casino. Please let me know if anything further can be provided.

Kind regards,

Adam

Dear Adam,

We kindly inform you that we have sent to you an e-mail regarding the matter. Please, kindly check your inbox.

Thank you for your cooperation.

Best regards,

Kingmaker Team

Thank you for the additional evidence provided, Kingmaker Casino.

Dear bilalasjad,

I have reviewed the entire case again, including all evidence provided by yourself and the recently submitted evidence provided by the casino.

The casino has stated that the reason for blocking your account and confiscating your winnings was due to the submission of incorrect documents or documents in an unaccepted format, as well as providing documents that indicate they have been modified. The casino has provided evidence to support these claims - are you able to explain why PDF documents you provided have been edited/modified?

Kind regards,

Adam

Dear All ,

There is no document editing. I submitted in different format . when they asked I submitted ad it is email just farrowed I didn’t edit they can confirm from anywhere .If they are saying PDF edit they have all formats documents . Administration unit email I forwarded . They are just lying another . I will prove all documentation authenticity will not take back this case it’s question about credibility . I still have all documentation same which I shared with you still latest documents I can take from local government authorities if needed but this allegation is baseless so will not withdraw case at all . Feel free to ask for more details.

Regards,

Dear , same Account was verified few days back and again they was making excuses same documents was provided . If they ask original I send original picture if they ask pdf I send pdf not a single thing edited . This is dishonest claim to avoid paying . From that date last year to till now I have same adress and account statement I submitted 100 times . Will not let it go . They can verify by Government authorities all is valid not a single document editing.

Dear bilalasjad,

Thank you for your replies. I have sent you an email and await your response.

Kind regards,

Adam

Dear All , Your allegations are baseless and I have all new and old evidence with record I didn’t not temper any single document . Still I have same and latest documents I have shared with you and I can challenge its authenticity at any platform without any delay .stop this excuses and delay tactics now it’s question about credibility I will prove it and you have to pay me now at all . Feel free to ask more documents anytime .

Regards ,

Dear All ,

Please update me ! Already it’s too late didn’t recover all payment . Now it’s difficult for me to wait more . Please try to understand . Thanks

Regards,

Dear bilalasjad,

I have sent an email to the casino and I am currently awaiting their reply. I will update here as soon as I have their response.

Kind regards,

Adam

Dear Adam,

We kindly inform you that we have sent to you an e-mail regarding the matter. Please, kindly check your inbox.

Thank you for your cooperation. We look forward to your update.

Kind regards,

Kingmaker Casino team.

Hello bilalasjad,

The situation and evidence are still being discussed with the casino via email, as some details remain unclear.

As mentioned, I will update here when we have clarified everything and can present our findings with some certainty.

I am sorry that this process is taking a long time, and thank you for your continued patience in the meantime.

Kind regards,

Adam

Dear All ,

Thanks for updating I am and few departments closely monitoring this case too much time passed already kingmaker team has no more right to delay the investigation or case . Simply I am waiting for your decision and payment . My patience level is over after this kind of allegations . Feel free to ask for more details .

Regards,

Dear Adam,

We have sent an email attached with few evidences for your review.

We look forward to your update.

Kind regards,

Kingmaker Casino team.

Dear All,

Please review not a single evidence or document was manipulated . I never ever . I have saved all records old and new . This matter will settle this kind of allegations . Verified account was asking again verification still I did and suffering 6 months . Adress and all is still same all was good till withdrawal when I try to refuse the offers and withdraw it’s happened . Kingmaker team better know the truth . Please resolve this .Don’t avoid now .

Regards,

Dear Kingmaker Casino,

Thank you for the additional information provided, but unfortunately, you still have not answered my questions. Please see my email response and provide the requested clarification so that we may bring this case to a conclusion.

Kind regards,

Adam

Dear All,

We are writing to provide our final stance regarding the closure of your account and the subsequent settlement.

Per Section 5.3 of our General Terms and Conditions, account verification documents must be submitted within 30 days. Because you were actively communicating with our support team, we extended this window to nearly 80 days and provided clear guidance on what was required.

Despite these extensions and detailed instructions, you repeatedly submitted prohibited documents (mobile bills) and failed to provide genuine, compliant, and unaltered documentation. Consequently, your account was permanently closed on May 21st in accordance with Section 5.3 of our Terms and Conditions.

As a gesture of goodwill, we processed a full refund of your deposits amounting to €13,910 to which you agreed to. We note your subsequent comments regarding the settlement terms; however, the refund has been completed as per mutual agreement and represents our final and fair solution to this matter.

We have thoroughly detailed the grounds for our decision and provided all necessary information. As we consider this matter fully resolved, we will not enter into further correspondence regarding this account.

Sincerely,

Kingmaker.com

Dear All,

I provided extensive documentation and evidence throughout this process. I submitted more than 100 documents, including 21 documents proving my address, which remains valid and unchanged to this day. Your team reviewed and approved these documents, and the same account had previously been successfully verified. I therefore do not understand why these issues are being raised only after I won.

Regarding my deposits, I have lost more than €100,000 with this offshore company. This entire process has caused me significant distress and suffering, and I have been through an extremely difficult period because of it.

I want to make it clear that I did not accept the proposed settlement, and I do not consider this matter closed. I believe my position and my words have been misrepresented. The case remains unresolved, and I expect the agreed settlement amount to be paid and the appropriate agreement to be signed.

The amount that has been paid so far does not resolve my claim and is not an acceptable settlement given the circumstances and the losses I have suffered.

I respectfully request that you review the complete evidence and documentation again and proceed with payment of the settlement amount I am requesting.

Your team has access to the full record and should be able to see the facts and the truth of what occurred.

I look forward to your prompt response and resolution of this matter.

Regards,

Unfortunately, the casino has stated that it will no longer provide further information regarding this case and has not addressed all of my questions about the documents supplied. I understand the casino views the return of the player's deposits as an adequate resolution, but the player does not agree—and, based on the relevant correspondence, it appears they may have misunderstood the casino's proposal regarding this.

It is not entirely clear whether the casino's actions were justified on this occasion. Initially, the casino cited obstacles that prevented it from providing evidence, before later stating that it would not provide any evidence at all. Although some evidence has since been produced, it is neither sufficient to demonstrate that their communication with the player clearly set out what was required, nor to prove that the player's documents were altered or tampered with. Accordingly, the complaint will now be closed as 'unresolved'.

Dear bilalasjad,

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, and as the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reassess their position, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Adam M

Dear all,

I would like to share an update regarding the player’s recent communication. The player has reached an agreement with the casino for an additional payment of EUR 10,000, although he maintains that he has not engaged in any wrongdoing. Since this payment has already been received, we will be reclassifying the complaint as "Partially Solved." This indicates that a mutual agreement has been reached; however, it is important to note that the casino has yet to provide sufficient justification for the initial confiscation of the player's funds.

Kind regards,

Adam