The player from Switzerland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player raised concerns regarding delays in processing withdrawals, stating that he had experienced significant issues with receiving his winnings. After multiple communications with the casino, it was determined that he had provided the required documents for verification; however, the casino claimed they were of insufficient quality. The Complaints Team reviewed the situation and concluded that the player had not successfully completed the KYC process due to alleged document manipulation. As a result, the complaint was closed as unjustified, and the player was advised to contact the casino's customer support regarding his last deposit. The player was informed that the casino was within its rights to confiscate funds if the terms and conditions had been violated.
Kingmaker Casino - Player’s winnings haven’t been received yet.
Unjustified complaint
Amount: 1,000 CHF
Kingmaker Casino
Safety Index:LowCase summary
Translation
Hello, dear Casino Guru Team. I am reaching out regarding the issue with withdrawals. The problem is that I can only withdraw small amounts. For example, when I make three withdrawal requests, two get canceled. If I calculate how long it will take for the entire amount in my game account to reach my bank account, it comes out to 3-4 months. I would like to ask what I can do about this? And can you help me possibly withdraw larger amounts, or perhaps ensure that every withdrawal is successful, not just one out of three? Thank you very much. Best regards.
Dear Angelo65,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
TranslationOK, I understand. However, I was not offered any verification and I cannot do any either; they tell me in the live chat that this is not necessary for me yet. But now my question is whether there is anything that can be done about it as the withdrawals take a really, really long time, for example. I made three withdrawals on Thursday and two of them were cancelled and only one went through and the money still hasn't landed in my bank account, which I find really, really annoying and when you have such large amounts in your account, it really takes 3-4 months for all the money to land in your bank account.
TranslationHello everyone, I wanted to let you know that I received my first payment today, but I haven't received it yet. I understand why it takes so long. So if I really have to wait an average of one week for each payment, then I need around 15 weeks for all the money, that can't be right.
TranslationDear Casino Guru Team,
I have now received a third payout. This took two weeks in total. I now have 21,000 Fr. left in my gaming account.
Could you please check with Kingmaker Casino if they can allow me to make a larger withdrawal? Otherwise, it will take too long. If things continue as they are, it could take 4-5 months for me to receive all the money.
Thank you for your support!
Dear Angelo65,
Can you please clarify how much did you receive and in what time period?
Please keep in mind that the casino has a withdrawal limit of 7000CHF per month and the player has to respect it.
Looking forward to hearing from you.
Regards,
Nick
TranslationHello dear Nick
So far, in a period of exactly 2 weeks, I have only received 2800.- today and now have 3 pending payouts of 1000.- each, plus around 20,000.- in my gaming account. Can't you check whether you can make a larger transfer at once, e.g. 15,000, otherwise the whole thing will take several months?
I am really extremely desperate.
Many thanks and kind regards
angelo
TranslationHello dear Casino Guru Team,
Now there is a big problem again. I was at VIP level 4 on Friday, February 14th, and I was promised that I would get a VIP manager to make a higher withdrawal. Unfortunately, when I logged in again today, I found that they had simply put me at VIP rank 1, the lowest level. As a result, I now have a withdrawal limit of only 500 Fr. per day instead of 1000 Fr.
I currently have 22,500 francs left to withdraw. That would mean I would need 45 withdrawals to receive the money. If a withdrawal takes three days, it would take an average of 3-6 months until I could withdraw all the money.
Please contact them so that they can accommodate me and possibly allow me a larger payout. I have also already sent them several emails, which I have been waiting for in vain for two weeks and have not yet received a response.
Dear Angelo65,
I'm sorry to hear that your VIP level got reduced. However, if you are still able to request 500CHF daily, it should still be able to withdraw 7000CHF per month.
I would advise to wait out at least the first month to see how much exactly will you receive from the casino.
If you will get less than stated in their terms, we can try to intervene otherwise there isn't much we can do if they follow their terms and allow you to withdraw the amount stated in their terms and conditions.
Let us know in case of any updates.
Regards,
Nick
TranslationHello everyone, today it is exactly a month since the first payout and I have a total of 6000. I now have more than 100,000 in my player account, it can't be that it only works this way, can you please contact them to find a solution, because in 500 increments the whole thing takes nearly 2 years, my VIP rank was downgraded again after I paid in an extra 4000, this time it only lasted a week, please help me.
Greetings Angelo
Thank you Angelo65 for all the information provided.
In case you had a specific VIP level, the withdrawal limit should be even higher than 7000CHF/month. As you claim that you haven't receive the minimum withdrawal amount (7000CHF/month), we will try to intervene.
I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello, Angelo65,
I am sorry to hear about your trouble.
Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Kingmaker Casino team,
Could you please explain the player's situation in more detail? Why is the user's withdrawal process taking so long, and why were his withdrawal requests rejected when he was eligible for withdrawing with higher maximum payout limits?
Can you provide the user with instructions on how he could speed up the process of withdrawal or how he could withdraw at least the amount stated in the casino's Terms and Conditions each month?
Thank you.
TranslationOkay great thanks very much
Here is a correction of the text:
Now it's also the case that I haven't received any payout for two weeks. I've written to support at least 40-50 times and I'm always just put off with statements like: 'You're in the final phase, the payout is about to happen, please be patient', and so on. I already made the payout on February 25th. According to the terms and conditions, it takes three working days. When I asked whether I had to verify my identity, I was told over 10 times that this was not the case.
Please help me, I'm really desperate.
Dear Angelo65,
We hope you find this message in good health!
We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
6.13 :- At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.
Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.
Therefore, we kindly request you to please attempt your withdrawal request with a gap of 24 hrs so we can help you process your withdrawal request earlier.
Regarding your current pending withdrawal request, we will try our best to process your request at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Kingmaker team.
TranslationHello Kingmaker Casino
I always have three withdrawals active at any given time because I still want to withdraw around 136k. I find it really problematic that you can deposit as much as you want, but setting limits of 500 per day for withdrawals. Even when I had a higher VIP level twice, this level only lasted 4-5 days and then I was downgraded again. In comparison, I deposited 4000 to be on level 4 for 5 days and then was downgraded again.
Furthermore, every payout now takes an extremely long time. I have the feeling that they don't want to pay me my money. I received a payout last Wednesday that was pending for over 2 weeks and 11 working days. Now I have another one that I made on March 1st. Tomorrow is the 11th working day again. I've been trying to contact the VIP manager for weeks, but to no avail. He promises me calls that I don't get and looks at my messages without replying. We only had contact once, where he told me he was clarifying whether it is possible to make a large payout every month with such a large sum. I have now been waiting 3 weeks for this clarification without any response. All in all, I'm really disappointed. I still have 136k in my gaming account and I'm worried every day that I'll never see the money. If it continues like this with these payout intervals, I'll need 24 months for the money...
Greetings,
Thank you both for your replies, guys. I am sorry for the delay.
Dear Angelo,
Your original disputed amount was something over 20k CHF. I updated it a while ago according to the last information about you having 136k there.
If you are aware of the fact the casino cannot even comply with its Terms and Conditions regarding withdrawal processing times and limits, it really makes no sense to play further or refer to the balance increase and the payout duration. I only hope that you only played and did not deposit more to the casino.
Dear Kingmaker Casino team,
In the last few weeks, we have been reading such explanations (even exactly the same rules and wording) for delayed withdrawals from online casinos with quite high ratings/safety indexes more often than we consider acceptable. Unfortunately, your explanation is insufficient and makes no sense at all.
The player claimed that the casino processed 1 of 3 active/pending withdrawals before (2 were rejected), which absolutely does not correspond with your explanation. If the casino was able to process 1 of his withdrawals (3 pending withdrawals at the same time, as you tried to explain) without issues, while his withdrawal limit was higher due to his VIP level, it means his KYC was probably completely alright, otherwise the casino would not have processed any withdrawal at all, and that the casino simply decided to deny 2 other withdrawals without a relevant reason. Currently, it looks like the casino is only trying to drag the process out, while even does not comply with its Terms and Conditions.
Please reply to the following questions:
- What is the basic monthly withdrawal limit according to the casino's Terms and Conditions, and how much did the casino pay to the player for February 2025, and how much it will be for March 2025?
- Can you provide us with a sufficient explanation for the delays in withdrawals on the casino's side, and how does the casino plan to fix it?
- Since both parties are subject to the Terms and Conditions, and also the casino is obliged to follow them, is the casino able to at least pay the player's winnings within the Terms and Conditions and somehow compensate him (higher limit/faster processing time) for the withdrawals the casino rejected without a relevant reason and for the period the player was eligible for a higher withdrawal limit due to his VIP level but the casino was not able to comply with it?
Unfortunately, we cannot accept such a situation, especially not in the case of a casino with such a good safety index. Therefore, please note that in the meantime, the case will be discussed internally, and until you provide us with an update on the matter and respond to my questions above, I will try to find out how we can proceed if the casino fails to cooperate or do something to improve their withdrawal process.
Based on the information I asked for in the points above, I am setting the timer until the end of March, waiting for the requested at the end of the timer.
Thank you. Looking forward to hearing from you.
Dear Angelo65,
We have no intention to keep you waiting we are trying our best to help you with your withdrawal request as soon as possible.
Currently, there are two pending withdrawals, as the last one is from 26th March, we are checking and will help you with processing all your withdrawal requests as earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
Kingmaker team
TranslationYes, I have now waited several weeks for a payout several times and I have such a large sum on it. My VIP manager has not answered me for weeks either. There must be a solution to these payouts. I still have 134,000 on it. If it continues in increments of 500, I will need years for all the money and I really feel ripped off. There must be a solution. My VIP manager wanted to clarify whether it is possible to pay out in increments of 20,000-30,000 and I have been waiting there for over a month.
please help me and give me a solution
Hello Branislav,
Today we received a complaint from Angelo65. That someone was able to successfully login and had used the players account and played the balance amount. We have already escalated this to our relevant department. We will share an update at the earliest as possible.
Best regards,
Kingmaker team
TranslationHello everyone, I have another big problem. This morning at 7 a.m. I was shocked to discover that I no longer had 132,000 on it like I did yesterday evening at 6 p.m., but only 30.60. I could hardly believe my eyes, to be honest I am really depressed, firstly I am so angry at the Kingmaker Casino because if they had simply paid me the money it wouldn't have happened, and secondly at the person who does this kind of thing. The person was in my account from 2 a.m. to 7 a.m. and squandered all the money on live casino games. Has anyone had a similar case and does anyone have experience with it? Are my chances of getting my money completely poor or do I have a chance? I would be really pleased to receive some feedback, they have now blocked my account for the time being.
TranslationPlease help me in this case. I'm really scared that all the money is gone. Is there anything I can do? I'm especially angry because I haven't played with the account in a long time. I wanted to get it sorted out first. Because of the large payout, can I go to the police with it? Or what should I do now? I'm mentally exhausted. After all, we're talking about over 100,000.
Thank you both for your replies and unbelievable updates.
Dear Kingmaker Team,
Any news regarding the matter, please? What are the results of the casino's investigation?
Thank you.
TranslationThey've now told me, cold-bloodedly, that they can't determine anything, that the money is completely gone. After I fought for several months to at least get a large payout and waited over 6 weeks for an answer from the VIP manager and nothing came, all my money is now gone. I advise everyone not to play at Kingmaker, it's absolutely unbelievable. I'm just waiting until I have all the data and will then go to the public press so that the case is made public and every player gets wind of it. I've never been ripped off like this in my life. I think it's their scam. It can't be that my 130,000 is gone after I've waited several weeks for a payout. I don't know how I'm going to cope with it mentally. After all, I was counting on the money and had plans, all for nothing. I don't recommend anyone play there. It's simply unbelievable that you get ripped off like that. It's simply sad. Especially if I wanted to gamble away the money, I could have done it a long time ago or would have preferred to do it instead of something like this happening. I would have at least expected that they would meet my halfway and not let me down like this. I'm asking everyone here to reading and have advice to help me and also ask Casino Guru for support something like this cannot and must not happen I have been so ripped off it is horrible if Kingmaker doesn't make me an offer I will contact a public newspaper and have an article published there really weak of such a "serious" casino never again something like this never again.
Dear Angelo65,
As we checked your request with the relevant team, unfortunately, we could not find any third party access as per your claim.
And we can only see the balance amount was played almost completely as there is only small balance amount left in your account.
The balance was played from 26th March, 2025 till 2nd April, 2025.
Please let us know if you need any further details from us.
Best regards,
Kingmaker team.
TranslationI stand by my claim, especially since I wanted to pay out the money for a long time and could have gambled it away a long time ago, it can't be that I'm getting paid out a sum in excess of six figures so slowly, I was promised that my VIP manager would sort something out, and that was over six weeks ago, I've collected all the evidence and if you don't want to meet me halfway then I will take further legal action, I stand by my claim because I've had the 100k for three to four weeks, why should I wait so long and then gamble it all away, someone was in my account and that's it, I want the VIP manager in particular to take a position and answer me where his promise is and I expect at least part of it back, plus I still had 1000 in payout, where is the money???
Greetings all,
Thank you both for your replies and updates.
Dear Kingmaker Casino Team,
Can you please provide the following information/details:
- What is the basic monthly withdrawal limit according to the casino's Terms and Conditions, and how much did the casino pay to the player for January, February, and March 2025?
- Even if he had lost his funds himself, can you provide us with a sufficient explanation for the delays in withdrawals on the casino's side, and whether the casino plans to compensate the user for the period when the casino did not follow its own Terms and Conditions and higher limits per his VIP level?
- Evidence confirming that the funds were lost completely, with the details of the device/IP that was used during the period in question, compared with the user's common device/IP he used for play before.
- Any details or updates regarding the pending withdrawal of the 1000 he mentioned in his last post?
Feel free to forward the requested details to my email (branislav.b@casino.guru).
Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello Branislav,
Answer to your following questions.
- What is the basic monthly withdrawal limit according to the casino's Terms and Conditions, and how much did the casino pay to the player for January, February, and March 2025?
As per our terms and conditions the following is the limit of players account.
6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.
In players case the following limits apply:
(LEVEL 1) 500 CHF per transaction, every 24 hours / 7,000 CHF per month.
January - Nil (Most of the withdrawal request was cancelled by payment provider or by the player)
February - 10,800 CHF
March - 5,500 CHF
April - 1,500 CHF
As later the balance amount was played.
- Even if he had lost his funds himself, can you provide us with a sufficient explanation for the delays in withdrawals on the casino's side, and whether the casino plans to compensate the user for the period when the casino did not follow its own Terms and Conditions and higher limits per his VIP level?
In the month of January & February players many withdrawal request was cancelled either from player's side or by the payment providers. This was also a reason for few delays. However, in March all the withdrawal requested was paid.
We would like to draw your attention to the following points of the General Terms and Conditions, which player had accepted when creating the account on our website:
6.12 : The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.
- Evidence confirming that the funds were lost completely, with the details of the device/IP that was used during the period in question, compared with the user's common device/IP he used for play before.
We are still waiting for the update from the relevant team. Will share an update at the earliest as possible.
- Any details or updates regarding the pending withdrawal of the 1000 he mentioned in his last post?
Should be processed by tomorrow or by day after tomorrow.
Best regards,
Kingmaker team.
TranslationHello, I have to step in here and set a few things straight.
In February as well as in March I had higher payout limits, for example 15,000 in February which were not adhered to and in March the 7,000 which were not adhered to. Regarding the cancellations I must explicitly mention that 2-3 were from me but Kingmaker made about 7-8. In addition, some payouts took several weeks (2-3 weeks) to be made.
Therefore, the casino hardly or not at all adheres to the payout period of 3-5 business days, which made it impossible for me to reach the payout limits of 15,000 or 7,000.
In addition, I have several VIP levels points. These do not last for 90 days as described, but are practically always adjusted and in all cases downgraded. I only rose in level again after I had paid in several thousand francs (4-5k).
I expect Kingmaker Casino to meet my needs halfway since it took me several months to withdraw a small amount of winnings, or almost none at all. It's simply sad, especially since my point with the VIP manager hasn't been addressed. If he had sorted out the issue, I would have had the money today, but here there are only empty promises and a disregard for their own terms and conditions regarding the 1,000 that is still being paid out. These have not been paid out since April 2nd, almost a month later, and I still haven't had to send documents four times, three of which were the same and were simply not accepted because of some kind of reflection that I still don't see to this day.
For your information, in case Casino Guru is interested, I have proof of everything here and can back up all my points with the things that I have thankfully collected from the beginning.
TranslationHello everyone
I'm completely going crazy now. I've submitted all the documents for the KYC twice and three times and they don't want to pay me out the money and are asking for documents again. I submitted the documents for the first time on April 3rd, so it's been more than a month. They aren't paying me out my money. What can I do? I appeal to everyone not to play there and hope the CasinoGuru team can help me.
Dear Angelo65,
We kindly request you to please share the requested documents so once the verification is completed we can proceed and help you further with your pending withdrawal request.
Should you require any additional assistance, please do not hesitate to reach out to our team.
Best regards,
Kingmaker team.
Dear Angelo65,
We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
3.3 :- You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.
10.1 ;- You accept and agree that the Company does not hold any responsibility or control over how you use the software. You agree that using the Company’s services is exclusively your decision and you agree that you are aware of and accept all possible risks.
10.2 :- The Company does not accept liability for any agreements, illegal actions, negligence, harm or loss of any size, including, but not limited to the loss of data, income, reputation, as well as for any losses that are not foreseen by the Company at this moment.
We are waiting for the requested documents. Should you require any additional assistance, please do not hesitate to reach out to us.
Best regards,
Kingmaker team.
TranslationHello Kingmaker Team
Unfortunately, I don't understand how something like that is still okay these days, but okay.
I have submitted all of the required documents, five weeks ago on Friday I uploaded the document from the bank, what is still missing? I just want my money, then I'm done with you forever and will never play with you again.
Greetings,
Thank you both for your replies and updates.
Dear Angelo65,
I strongly recommend you provide the casino with new documents they requested - NEW ones, not the ones you provided a month ago. If there are documents that the casino could not accept, it makes no sense to provide them with the same documents repeatedly. If you provided them with everything they requested on time, your withdrawal would likely have been processed earlier. If you did not provide the casino with new documents in an acceptable form, it is not alright to refer to any delay in the process.
Dear Kingmaker Team,
Can you please provide us with the following:
- As was mentioned earlier, and nothing has been provided regarding that -> supporting evidence confirming the user's balance was lost by playing with his usual location/internet connection/device
- Instructions for the user - what documents were not accepted and why, where to send new documents, and which exact documents the casino is still expecting from the player, what are the requirements/conditions for the requested documents so the casino can accept them to complete the user's KYC
- Provided that it is confirmed the user lost his balance himself, which is very likely - since it appears we are talking about a loyal player and a regular depositor, is the casino able and willing to at least give him any advantageous bonus or 'cashback' for the previous period/months? We do not need to call it 'compensation', we could rather call it a gesture of goodwill on the casino's side, despite the user being so impatient and possibly lost his balance by playing, which was partially caused by significant delays on the casino's side or its payment provider's/processor's side
If needed or suits you better, feel free to send the requested details/evidence to my email (branislav.b@casino.guru).
Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationIt can't be true, it's been exactly 7 weeks since I requested the payout, that's 1000.- I haven't received my money, I've sent all the documents several times because either the light was reflecting or something else, I've also sent my bank statement, but I just haven't received my money, I've sent documents more than 5-6 times now and in my opinion they just don't want to pay me the money.
Hello Branislav,
Regarding the pending withdrawals. The ID was not accepted. Because of the blurry photo quality, (no flash, high quality photo needed) the Cards *****2867+***0741 have owner name covered and didn't provide with bank statement for ****520022001.
Also, we have provided the available evidences to you via email.
We will wait for your update.
Best regards,
Kingmaker team.
TranslationI can happily send all the documents that I sent to Kingmaker Casino. I scanned the ID with a €4000 printer and there are no reflections. I have also sent the bank statement document three times as a PDF with my name and address on it. I don't know what else you want from me. I'd be happy to send Casino Guru all the emails I sent to Kingmaker. I can't do it any better. I have the feeling that they want to wait until the 90 days are up and then simply delete my account and keep the money.
Thank you both for your replies and additional information. In addition, thank you very much, Kingmaker team, for your email and the provided evidence.
Dear Angelo65,
As for your 'hacked' account - as I thought, it is clear you simply lost almost your balance by playing at the casino. So, we can close this issue now, and I will update the disputed amount to 1,000 CHF - the amount of your pending withdrawal.
Are you aware of the fact that it has already been taking more than 7 weeks due to your inability to provide the casino with the requested documents in an acceptable quality, with all the necessary details visible?
Can you please confirm once you provide the casino with:
- Photo of your ID in a better quality (no flash, high-quality photo needed)
- Photos of the cards *****2867 and ***0741 with the owner's complete name clearly visible (I think some digits of the card number could be covered, however, not the first 6/the last 4 digits)
- The bank statement from the account ending ****2001 (the casino likely requested it for the specific period), as an original and unedited PDF document
Once you are ready to provide the requested documents in accordance with the casino's requirements and conditions, feel free to add me to the copy of your email(s).
Please note that if you fail to cooperate, I will be forced to think about the complaint closure/rejection.
Thank you for understanding. Looking forward to hearing from you.
TranslationDear CasinoGuru Team,
Thank you for your message.
First, I would like to reiterate that my account was indeed compromised. It is unclear to me on what basis Kingmaker Casino disputes this fact, or how you conclude that this is not the case. I ask you to tell me specifically how you prove that no unauthorized access has occurred.
Regarding the documents you mentioned, I would like to clarify the following:
ID card: I've already submitted this several times – digitized in the best possible quality using a high-quality scanner. I don't see how I can improve the quality any further.
Bank cards: Only my last name is visible on the cards in question, which unfortunately cannot be changed. However, the bank statements I've already submitted clearly show that the accounts are in my first name, thus establishing a clear connection.
Bank statement (****2001): I've submitted this one—like the other documents—seven or eight times in its original format. It's very frustrating to constantly send the same documents and yet keep receiving new objections.
I would also like to point out that you yourself suggested to the casino that they at least refund me the difference—that is, the amount I missed because payouts were sometimes delayed for weeks. I haven't received any response to this yet either.
Finally, I have forwarded all emails with the submitted documents to the CasinoGuru team so that you can see for yourself that everything is clear and correct.
I therefore request a fair and comprehensible assessment of my complaint.
Best regards
Angelo K*****
Dear Angelo65,
Thank you for your response, additional details, and email with the documents you sent to the casino.
First, I would like to clear a few things here.
- The casino provided us with specific details from your gaming account, which would have made no sense if someone else (a 3rd party) had compromised or hacked your account and lost your balance by playing, so it was clear you lost the balance by playing yourself; I do not have permission from the casino to share these details with you or any 3rd party; you can ask the casino for the clarification yourself by contacting the casino's customer service and/or possibly by taking the case further - to the regulator; in addition, we do not handle complaints related to cybercrime
- I did not suggest any refund or any difference at all; at the time you still had a significant balance on your account, I suggested that the casino could compensate you for the period when it did not follow their Terms and Conditions (withdrawal limits) and higher limits for withdrawal due to your VIP level - by possibly increasing withdrawal limits for your following withdrawals; this option disappeared when your balance was lost by playing; there are specific circumstances when we side with a player and recommend an online casino to refund lost funds, but it is definitely not the case here, and no online casino would refund players' money due to losing them by playing, due to delays in withdrawals
- Then, after you lost your balance (besides the pending withdrawal), I suggested that the casino could at least offer you something (only as a gesture of goodwill on the casino's side) - advantageous bonus or 'cashback' for the previous period/months, while I literally stated that we do not need to call it 'compensation'
- So, we should focus on your pending withdrawal now, but after receiving your email and reviewing the documents you sent to the casino, I sincerely believe you will understand the next part of my post, and that we will not be able to help you with that either, which would likely have not even been possible if you had not lost your significant balance before
After gathering all the necessary information and details, especially your email and the documents you shared with the casino during the KYC process, we decided to close this complaint as unjustified due to a serious violation of the casino's Terms and Conditions - it is clear that most of the documentation you provided during the verification was manipulated/edited/forged. If I review your documents correctly, maybe your passport and the front side of one of your cards were not edited. In all other documents, there are clear signs of editing. A successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, and it is very likely (based on the provided documents and editing) that you used a 3rd party (someone else's) payment method for deposits to the casino, the casino is acting in accordance with its Terms and Conditions you accepted upon registration. Under the given circumstances, the casino has the right to confiscate such funds/deposits.
Therefore, I recommend you contact the casino's customer support regarding your last deposit. However, it is up to the casino whether they refund the last deposit (to the payment method used) or not, and you could only be glad and happy if they process it and refund it. Under the given circumstances, you could be happy that you were able to withdraw anything from the casino before.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states one on its website.
Thank you very much, Kingmaker Casino Team, for providing information and for your cooperation!
Best regards,
Branislav, Casino.Guru
