The player from Germany had requested a payout on March 24, 2026, but it remained unprocessed after two weeks. The casino had not requested verification, and support had indicated delays in the finance department. The issue was escalated to the Complaints Team, who facilitated communication between the player and the casino regarding document submission for verification. After extensive document exchanges and clarifications about the deposit transaction, the casino confirmed the player's account verification and requested bank details for manual withdrawal of the active balance. The complaint was marked as resolved following confirmation from the player.
Kingmaker Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €159
Kingmaker Casino
Safety Index 3.6 LowCase summary
Discussion
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3 months ago
Translation
Hello,
I requested a payout on March 24, 2026, which has not yet been processed.
Verification has not yet been requested by the casino, which is why it has not been completed. Support is stalling, stating that there are currently delays in the finance department and that one should be patient.
Greetings, Florian
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3 months 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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3 months ago
Dear PasoBet,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 months ago
TranslationHello Kristina,
Thank you for the quick reply. Here are my answers:
- No payment had been made previously.
- The winnings were achieved without an active bonus.
Attached is the screenshot of the withdrawal request.
Best regards, Florian
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2 months ago
Thank you very much for your reply, PasoBet. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 months ago
TranslationHello, I have forwarded the email correspondence to the email address you provided.
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2 months ago
Dear PasoBet,
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, Hadi (hadi.a@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,
Kristina
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2 months ago
Dear PasoBet,
It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Kingmaker Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Kingmaker Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Hadi
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2 months ago
Dear all,
Thank you for contacting us.
We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.
Kind regards,
Kingmaker
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2 months ago
Dear PasoBet,
Thank you for the patience.
We kindly inform you that the relevant department inform us that they request documents regarding your verification.Please check it and provide the documents.
Kind regards,
Kingmaker
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2 months ago
TranslationHello,
All requested documents were accepted except for the transaction history.
I need to upload two documents for verification (the history itself and confirmation that it is my card), which doesn't work via the upload function in the app.
For this purpose, I submitted the transaction history and additional confirmation from my payment provider. I also sent the documents to support@kingmaker.com sent.
Support has confirmed receipt and review of the documents (Request No: 49024819).
The submitted documents are the only evidence my payment provider can provide; here is my payment provider's response that this verification practice is common and has been sufficient for other customers:
"Dear Florian Pasler,
Thank you for contacting Skrill customer support.
If a merchant requires confirmation of a customer's prepaid card and/or a specific payment made with that card, we advise our customers to download their transaction history from their account for the relevant day (this is possible for up to one year retrospectively). We also provide an official document that clearly proves card ownership. This procedure has been in place for some time and is running smoothly. Customers then forward the card confirmation and transaction history to the merchant, thus resolving the issue. Unfortunately, it is not possible to make exceptions, change the procedure for individual customers, or provide a new type of document that is not currently offered.
We hope you find this information helpful.
Best regards,
Galina"
Additionally, I'm also posting screenshots of both here.
Documents are ready again.Thank you for the review.
Greetings
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2 months ago
TranslationHello, as an update: since today I can no longer log in to the casino. I get a message saying my account is under observation.
Greetings
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2 months ago
Dear all,
Thank you for contacting us.
We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.
Kind regards,
Kingmaker
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2 months ago
Dear all,
Thank you for the patience.
We kindly inform you that after review your case with the relevant department inform us that you need to provide TRX March for CC***8305 in original PDF format, not screenshots.
Kind regards,
Kingmaker
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2 months ago
TranslationDear Kingmaker Casino, you already received the original PDF by email several days ago.
I will gladly send it again as a PDF to the support and KYC department.
Greetings
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2 months ago
TranslationAttached is the support team's response to the documents.
Greetings 
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2 months ago
Dear Kingmaker Casino,
Could you please confirm whether the PDF document sent to your support team has been received and reviewed by the KYC department, and clarify the current status of the player's account?
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2 months ago
Dear all,
Thank you for contacting us.
We kindly inform you that the relevant department inform us that the Document that you provide is not valid as the deposit to us not visible.
Please provide TRX for the full Month of March PDF format.
Kind regards,
Kingmaker Team.
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2 months ago
TranslationHello,
I have sent you again the complete overview for the month of March + debit card details + all deposits received on the card.
My payment provider cannot provide any further information. Here is the additional response from the payment provider: "Dear Florian Pasler, Thank you for contacting Skrill customer support."
If a merchant requires confirmation of a customer's prepaid card and/or a specific payment made with that card, we advise our customers to download their transaction history from their account for the relevant day (this is possible for up to one year retrospectively). We also provide an official document that clearly proves card ownership. This procedure has been in place for some time and is running smoothly. Customers then forward the card confirmation and transaction history to the merchant, thus resolving the issue. Unfortunately, it is not possible to make exceptions, change the procedure for individual customers, or provide a new type of document that is not currently offered.
We hope you find this information helpful.
Best regards,
Galina"
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1 month ago
Dear PasoBet,
Could you please send the documents you submitted to Kingmaker's KYC department directly to hadi.a@casino.guru so we can review them on our end?
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1 month ago
TranslationHello, sure.
I just sent the documents.
Greetings
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1 month ago
Dear PasoBet,
Thank you for contacting us.
We would like to inform you that you need to upload the Documents.
Kind regards,
Kingmaker Team.
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1 month ago
TranslationDear Kingmaker Team,
This is not possible, as I haven't had access to my account for over a week. I've sent you the documents by email several times over the past few weeks, so you should have everything you need. 
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1 month ago
Dear PasoBet,
I just wanted to make sure, from which email were you sending the email that contain the document from?
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1 month ago
TranslationFrom the address I'm registered with at the casino.
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1 month ago
Dear PasoBet,
Thank you, we have received the documents.
Dear Kingmaker Casino,
Could you please confirm receipt and update us on the current status of the verification?
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1 month ago
Dear all,
Thank you for the patience.
We kindly inform you that after review your case with the relevant department they inform us that we don't have issue with with verifying the ownership, the issue is that we don't see the deposit in the transaction that you provided , we need to see deposit to us. made on 13.03 for 200EUR.
Kind regards,
KingMaker
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1 month ago
TranslationHello, attached is a screenshot of the transaction. For some unknown reason, a slightly larger amount was debited, and the payment was made in USD, which increased the total.
Please forward this information to the relevant department.
Greetings, Florian Pasler
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1 month ago
TranslationMy withdrawal was cancelled today. I did not initiate this, and since I can no longer log into my account, I cannot request a new one. I have submitted all the necessary documents multiple times and I'm wondering what the problem is this time.
Please comment on this, dear casino!
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1 month ago
Dear PasoBet,
We are still awaiting the March transaction history in PDF format.
Regarding your login issue, we are currently investigating the matter and have escalated it to our internal relevant department for a resolution.
We will update you as soon as possible and appreciate your patience.
Best Regards,
Kingmaker Casino Team
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1 month ago
Dear PasoBet,
Looking at the transaction history you provided, we were unable to identify the deposit made to Kingmaker Casino on March 13th. Could you clarify which payment method you used to make that deposit?
Also, if you haven't already sent this PDF to the casino's KYC department, please do so as well.
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1 month ago
TranslationHello, in the screenshot I attached to your previous message, the transaction that went to Kingmaker is highlighted. The payment method was Skrill Mastercard.
@kingmaker I have already sent you the history several times via email.
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1 month ago
Dear PasoBet,
The transaction on March 13th shows "whiskerbarn.com" as the merchant name. Do you have any idea what that refers to?
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1 month ago
TranslationI suspect that the payment provider used Kingmaker in this case.
I had no influence over that; I made the deposit normally as usual via the app, was automatically redirected to Skrill, and confirmed.
Greetings Florian
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1 month ago
Dear PasoBet,
Thank you for the patience.
We kindly remind you that you need to provide the March transaction history in PDF format.
Best Regards,
Kingmaker Casino Team
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1 month ago
TranslationHello, I would like to inform you that I already did this via support several days ago.
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1 month ago
Dear PasoBet,
Thank you for the patience.
We would like to inform you that after reviewing your case with the relevant department they inform us that you are provided TRX of skrill but deposit is not visible, please provide proof of deposit.
Kind regards,
KingMaker
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1 month ago
TranslationI have now sent the TRX from Skrill to the casino several times, and even marked the corresponding transaction in the history.
Furthermore, I have also submitted the transactions from my bank account to the Skrill account.
I'm sorry to be so blunt, but I don't understand her argument, since all the historical facts are available. To me, it seems more like a pretext.
Please carefully review the submitted documents; verification must be unambiguous.
Greetings
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1 month ago
Dear Pasobet,
Thank you for the patience.
We would like to request that you send us a proof of deposit, as we cannot locate the deposit in your transaction history. Once received, I will forward it to the relevant department to investigate.
Kind regards,
KingMaker
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3 weeks ago
Dear PasoBet,
Thank you for the reply.
We would like to inform you that in order to verified you we need the Transaction History for deposit made to us on 13.03 for 200.00 EUR to be visible, on the provided transactions history is not showing any deposit on 13.03 the amount of 200 eur to us.
Kind regards,
Kingmaker
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3 weeks ago
TranslationI can gladly explain it to them again, which I actually already did some time ago.
1. Kingmaker has collected too much money
2. The corresponding transaction was conducted in USD.
That's why the amount of €200 is not visible.
I have attached the relevant transaction again as a screenshot.
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3 weeks ago
Dear all,
Thank you for contacting us.
We would like to inform you that your account is verified.Please provide Bank details for manually withdrawal your active balance.
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
Best regards
Kingmaker Casino
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear PasoBet,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Hadi
