The player from Germany had generated €8,004.20 in winnings and had applied for multiple withdrawals, but the first withdrawal was canceled without explanation. Despite previously being assured that verification was in order, he received vague instructions about making a new withdrawal and had not been notified via email about the cancellation. After several cancellations and delays, he ultimately received all outstanding payments, totaling €4,000, but noted that the processing times were not ideal. The issue was marked as resolved.
Kingmaker Casino - Player's withdrawal has been canceled without explanation.
Resolved
Our verdict
Case closed
Amount: €8,004
Kingmaker Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
Hello!
After a very long dry spell, I managed to generate €8,004.20 with a deposit of €100, without a bonus. I play at this casino frequently, so paying out the money shouldn't be a problem for them. The winnings were achieved on November 7, 2025.
I subsequently inquired about the maximum withdrawal amount, and the answer was €800 per day, €12,000 per month, with a maximum of three active withdrawals at any one time. When I asked about verification, I was told that everything was currently in order.
So, on November 7th, 8th and 9th, I applied for €800 each day.
The casino has repeatedly attracted attention in the past for problems with payouts, but has always paid out in the end.
This morning, however, the withdrawal from November 7th was simply canceled without explanation. I received no response in the chat. I was only vaguely told to make a new withdrawal to my credit card or another payment method. However, the withdrawal was already made to this payment method. Furthermore, the cancellation occurred without any notification via email. This is completely unacceptable. Before I play at Kingmaker again—the casino is otherwise excellent—I will insist on receiving my full winnings, following the golden rule of casinos: pay first, then play.
I request that Casino Guro ask the casino to clarify the matter and to monitor the payout process until the full amount has been paid out.
Thank you very much and best regards
Heiderich
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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. 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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
If there are any adverse developments, such as repeated cancellations of your payouts, and you won't be able to resolve the issue with the casino support, please let me kno,w and we'll investigate further.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 month ago
Translation
Hello Tomas!
Thank you for your support. The account is verified (see screenshot from yesterday). The problem is that of the three active withdrawals processed daily, the first one was again canceled today without explanation. This means the casino is already in arrears with two withdrawals. They're citing technical problems, which seem highly suspicious. Furthermore, this morning's withdrawal of over €800 was simply credited back to the betting account.
I will keep a daily log so everyone can stay informed. I can also forward the chats and emails to you, but unfortunately, emails are simply not being answered and the chat responses are standard.
Unfortunately, it's likely that no payout will be processed in two weeks if the first of the three active payouts is canceled without explanation each day. It's probable that the casino is trying to delay the payout.
I ask you to support me until the full 8000 euros have been paid.
Minutes of 10.11.2025
Regarding the email sent yesterday to [email protected] There was no response.
This morning, another payout was cancelled and the amount credited back to the account.
When I inquired via chat, the cancellation was attributed to technical problems, and I was asked to submit another withdrawal request. My request to ask the finance department to process one of the transfers was ignored.
Another email was sent to [email protected] sent.
Of the €8,004, €0 has been paid out. 🙁
I will continue to log daily until the payout is complete.
Greetings
Heiderich
Edited
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4 weeks ago
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Minutes of 11/11/2025
This morning (November 11, 2025) I re-initiated the payout that Kingmaker had cancelled yesterday.
On this spiritual evening, I received the following reply:
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Emy (Kingmaker)
November 10, 2025, 10:37 PM ET
Hello xxxxxxxxxxxx,
Thank you for reaching out, and I completely understand your concern.
I've checked your account and can see a pending withdrawal of €1,600. I've already requested a speed-up of the process with the relevant team for you.
Please rest assured that your case is being handled with priority, and I'll keep an eye on it until it's completed.
Best regards,
Emy
VIP Support Team
Kingmaker
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Unfortunately, the problems weren't addressed, nor was any explanation given for why the withdrawals keep being canceled. Furthermore, the advisor only mentioned €1600, which is just two of the ten withdrawals required to reach the total of €8000. Sadly, the casino's overall behavior is very stressful and frustrating.
Overall, it's noticeable that the casino is really good, right up until it comes to payouts; then it seems like they're trying everything to avoid paying out the money.
Although no payment was canceled without reason today for the first time in three days, none was actually processed either. We must bear in mind that the payment from Friday, which was canceled without reason, would have been due today at the latest (the third business day has passed).
Of the €8,004, €0 has been paid out. 🙁
I urge you to intervene.
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4 weeks ago
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Protocol Update 11.11.
At 10:07 AM, another withdrawal was canceled without explanation. This marks the third consecutive day. According to the chat, my bank was now responsible for the cancellation. However, I have used my Visa card for multiple withdrawals before, and they always went through without any problems.
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4 weeks ago
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Further update: After consulting with my bank, I learned that no attempt was made to deposit any money. The casino's statement is therefore untrue.
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4 weeks ago
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Minutes of November 12th.
Regarding the emails to [email protected] There was simply no response. In the chat last night, the blame was once again shifted to my bank, and I was told I should withdraw via bank transfer instead of using my Visa card. The withdrawals I initiated yesterday and today after Kingmaker cancelled them were requested via bank transfer. Therefore, I currently have one active Visa withdrawal and two active bank transfer withdrawals.
Update: 10:50 AM - The Visa payout was cancelled, one of the payouts via bank transfer was processed, the money is already in my bank account.
Thus, after 4 cancelled payouts, one has now been successful.
Of the €8,004, €800 has been paid. €7,204 remains outstanding.
I ask Casinoguru to continue monitoring the process until the withdrawal is complete.
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3 weeks ago
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Minutes of November 13th.
My emails have still not been answered. I initiated another withdrawal this morning; there are now two outstanding withdrawals of €800 each.
Unfortunately, no payment was made today.
Minutes of November 14th.
Still no answers to the outstanding emails. I have requested the third possible payout, so there are again three payouts of €800 each outstanding.
A second payment of 800 euros has just been sent.
Exactly one week after my win, it can be stated that of the €8,004 won, €1,600 has been paid out. That is less than 20% of the winnings within seven days.
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3 weeks ago
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Minutes of November 15th.
My email was answered with a meaningless, standard reply from support. During the night, I reinstated the third possible withdrawal option in the system.
This morning around 9 a.m., a payment of €800 was sent. Now for the surprise: shortly before 11 a.m., two more payments of €800 each were sent. All outstanding payments have now been settled.
The whole process remains very slow and stressful. On the eighth day after the win, a total of €4000 out of €8004 had been sent.
Minutes of November 16th.
Last night I requested another possible withdrawal – again for over €800. As expected, nothing has been processed today following yesterday's withdrawals. Therefore, €800 is pending, and the account balance is €3200. As of now, just under 50% of the winnings have been paid out.
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3 weeks ago
Dear Heiderich, Thank you very much for the update.
We will keep this complaint open until you confirm your other payouts have been successful as well. Please keep me informed about any further developments.
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2 weeks ago
Translation
All payments have been received, and the remaining payments went smoothly. Unfortunately, the delays in processing payments are not ideal.
Thank you Casino Guru for your support!
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1 week ago
Dear Heiderich,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
