The player from Spain had requested a withdrawal of €153 via Litecoin on June 22, but after 16 days, he faced a withdrawal blockage without clear communication from the casino. Despite several attempts to contact support, he received no proper response, which exacerbated his frustration with the lack of transparency regarding his funds. Following intervention from the Complaints Team, the first withdrawal was successfully completed on July 11, and the second withdrawal of €200 was also resolved shortly thereafter. The player confirmed receipt of both payments, expressing gratitude for the assistance provided by the Complaints Team in facilitating the resolution.
Kingmaker Casino - Player's withdrawal is blocked and delayed.
Resolved
Our verdict
Case closed
Amount: €353
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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9 months ago
On June 22, I requested a withdrawal of €153 via Litecoin at Kingmaker20.com. I still have 200€ more on the account.
After submitting the request, I waited several days without receiving any confirmation, update, or request for verification. On July 1, I received a generic email from a support agent (Ambar) saying my case was escalated and referring me to section 6.14 of their Terms and Conditions. However, no timeline or further action was provided.
Today, July 8, I logged into my account and saw a warning that withdrawals are blocked by the operator. This is the first time I’ve seen such a message, and I have not been informed of any reason why my funds are being withheld.
I have contacted both live support and the finance department multiple times without receiving a proper answer. The funds remain pending and inaccessible after 16 days.
I consider this an unacceptable delay and a lack of transparency from a licensed casino. I am attaching a screenshot showing the withdrawal block as evidence. I kindly ask Casino Guru to mediate and help me get my funds released.
Thank you in advance.
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so that I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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9 months ago
Translation
> Hello Veronica,
Thank you for your response. Below is the information you requested:
✔️ I haven't made any successful withdrawals before. The withdrawal I requested on June 22 (€153 for Litecoin) was my first attempt.
✔️ I was never asked for KYC verification. The withdrawal was canceled without any prior requests or formal explanation.
✔️ I did use a bonus initially, but I followed the order allowed by the system: I played with real money first, generated winnings, and then cashed out, which automatically removed the bonus and its conditions. There was no active bonus at the time of the withdrawal, as this can be verified in the account history.
On July 1, support sent me a generic message stating that the case had been "escalated," but without providing any timeline or instructions. There has been no progress since then.
Today (July 8), upon logging into the account, a message appeared for the first time indicating that the operator blocks withdrawals, without any prior official notification.
It's been 16 days now with no access to my funds and no clear response from the casino, despite several attempts to contact support and the finance department.
I greatly appreciate your mediation in resolving this case. I've attached a screenshot showing the withdrawal block as proof.
Best regards,
Isaac
Automatic translation:
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9 months ago
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
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9 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hello uuuooohhh,
I am sorry to hear you ran into troubles again. I will be taking care of your complaint from now on. Same as last time, as the first order of business, I would like to invite the Kingmaker Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the situation to us? Why are user's withdrawals blocked? Is this just a matter of payment delays or is there a more serious underlying issue? Are there any game provider or verification checks ongoing? Thank you in advance for providing us with your comments.
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9 months ago
Dear uuuooohhh,
Thank you for bringing this to our attention.
We would like to inform you that your first withdrawal request has been successfully completed on July 11th.
Regarding your second withdrawal request, we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Thank you for your understanding.
Kind Regards,
KingMaker Casino team
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9 months ago
TranslationHello Kingmaker. I can confirm that the first withdrawal of €153 was credited on July 11th after a 21-day wait.
The second withdrawal of €200 is still pending. I've been waiting for 10 days again. That's now 31 days in total to withdraw a total of €353. Frankly, this is worrying and makes me distrust your casino.
Thanks for replying here. I'll still be waiting.
Automatic translation:
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9 months ago
Dear parties,
thank you both for updating us on the matter. Please let us know when any new developments arise.
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9 months ago
Dear All,
We are pleased to inform that the withdrawal request has been successfully completed.
Kind Regards,
Kingmaker Casino team
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9 months ago
Dear Kingmaker Casino representative,
I am happy to hear this, thank you very much for the update. ,
Dear uuuooohhh,
can you please let us know when you receive your funds?
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9 months ago
TranslationIndeed, the second payment of €200 has just arrived. Many thanks to Casino Guru for exposing this casino. It was incredible how they completely ignored me until I reported the case to your platform, and then the casino's behavior changed radically. Without you, I would never have gotten my money back. Thank you so much!
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9 months ago
Dear uuuooohhh,
I am glad to hear that your issue has been resolved, and once again would like to thank the support team over at Kingmaker Casino for their involvement in the resolution process. I'll go ahead and mark the complaint as 'resolved' in our system. Thank you for your cooperation and timely responses. As always, if you encounter any issues with this or any other casino in the future, 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,
Martin
Casino.Guru
