The player from Germany filed a complaint against Kingmaker Casino regarding a withdrawal request of €500 made on July 16, 2026, which had not yet been processed. Despite multiple contacts with customer service, she had not received the funds and requested assistance. We contacted the casino, and it first said the withdrawal was under review and later confirmed that the rejected payout was caused by a provider error, asking her to retry the payment. After the withdrawal was cancelled again, the casino requested bank details and then an alternative method was considered if needed. Once she provided the requested bank information, the withdrawal was processed and the complaint was marked as resolved by the player.
Kingmaker Casino - Player’s withdrawal is delayed at Kingmaker Casino.
Resolved
Our verdict
Case closed
Amount: €500
Kingmaker Casino
Safety Index 1.8 Very lowCase summary
Discussion
Public
Public
1 month ago
Translation
Complaint about Kingmaker Casino
Hello,
I would like to file a complaint against Kingmaker Casino.
On July 16, 2026, I requested a payment of €500. However, the money has not yet arrived in my bank account.
I contacted customer service several times. I was told that my payout had been prioritized. Nevertheless, I still haven't received the money.
I request that you investigate this case and help me receive my payment as quickly as possible.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
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.
Public
Public
1 month 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 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,
Attila
Public
Public
1 month ago
TranslationHello,
Yes, I have already made withdrawals from you. Furthermore, my current winnings do not come from an active bonus, but from my own account balance.
Please review the case and help me resolve the issue as quickly as possible.
Thank you in advance.
Best regards
Automatic translation:
Public
Public
1 month ago
Hello,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Public
1 month ago
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Additionally, could you please confirm whether you have passed the KYC verification?
Thank you for your patience and cooperation.
Public
Public
1 month ago
Dear Diana22.L,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Sensitive attachment
Sensitive attachment
1 month ago
TranslationGood evening, I have sent you all the details and evidence regarding Kingmaker Casino via email.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
TranslationDear Attila,
Thank you for your message.
The casino informed me that KYC verification was not required in my case. Therefore, I did not complete the verification process.
Attached you will find all correspondence with the casino as well as all relevant screenshots.
Thank you for your support. I look forward to your feedback.
Best regards,
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 weeks ago
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, Munya (munya.s@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,
Attila
Public
Public
3 weeks ago
TranslationThank you for your feedback and for your support so far. I greatly appreciate your time and efforts in handling my case. I will wait to hear from Munya and hope that my matter can be resolved as soon as possible.
Thank you again for your help!
Automatic translation:
Public
Public
3 weeks ago
Dear Diana22.L
I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.
I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.
At this point, I would like to invite a representative from Kingmaker Casino to join this discussion and provide their comments regarding the matter.
Dear Kingmaker Casino,
Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.
Thank you in advance for your cooperation. I look forward to your response.
Public
Public
3 weeks 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
Public
Public
3 weeks ago
Kingmaker Casino
Thank you for your willingness to look into the matter. I will greatly appreciate an update from you once the review is over.
Public
Public
2 weeks ago
Dear all,
Thank you for the patience.
We would like to inform you after carefully review your case , the reason of the rejected withdrawal of 500 eur is provider error, please retry the payment and we will monitor the case.
Kind regards,
Kingmaker
Public
Public
2 weeks ago
TranslationGood day,
I will request the payout again and then provide you with all the payment details. I will also provide proof of whether or not I actually received the payment.
I therefore ask you to continue to follow the case and to review the matter accordingly.
Thank you for your support.
Best regards
Automatic translation:
Public
Public
2 weeks ago
Diana22.L
I would appreciate an update whenever there are new development regarding your withdrawal request. I am waiting to hear from you.
Public
Public
2 weeks ago
TranslationThank you for your message. I have already initiated the withdrawal and am now waiting for the money to arrive in my account. I hope the withdrawal will be processed soon. Thank you for your support.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
TranslationI initiated the withdrawal on Monday, August 31st, but I haven't received the money yet. I would therefore like to ask for your help in checking the withdrawal status and finding out why the payment hasn't been processed. Thank you for your assistance.
Automatic translation:
Public
Public
1 week ago
Kingmaker Casino
Could you kindly provide an update on the status of the player's new withdrawal request?
Public
Public
1 week ago
TranslationHello, I'd like to inform you about my withdrawal. Today is already the fourth day since my withdrawal request, and I still haven't received the money. I would appreciate your help in resolving this issue.
Thank you for your support!
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
TranslationSubject: Another complaint – €500 payout from King Maker cancelled again
Hello Casino Guru,
King Maker has cancelled my €500 withdrawal again. They are again claiming it's due to a technical error with the payment provider.
I've already waited several days for my payout, and now it's been canceled again. Now I have to request a payout again and wait another three days.
I find this situation very frustrating, as the problem keeps recurring and unnecessarily delays my withdrawal. I've done everything correctly and don't understand why King Maker keeps canceling my withdrawal.
I ask Casino Guru to help me and clarify why King Maker is not processing my withdrawal and instead keeps canceling it.
Attached you will find the latest email from King Maker confirming the cancellation of my withdrawal.
Thank you for your support.
Automatic translation:
Public
Public
1 week ago
Diana22.L
I sincerely apologize for the ongoing issues you have been facing. Could you please confirm whether you are using a different payment method than the one you originally used for your deposit?
Kingmaker Casino
Your prompt update on this matter would be greatly appreciated. It appears that the issue is persisting on your end; however, the player has been diligent in providing the necessary information.
I would also like to gently remind you that timely payments reflect positively on your brand, while delays may undermine confidence among both current and prospective players.
Public
Public
1 week ago
TranslationI'm using the exact same card I've used for both deposits and withdrawals. I haven't made any changes and I'm still using the same card as before.
Please double-check this and let me know if you need any further information from me.
Automatic translation:
Public
Public
1 week ago
Dear all,
Thank you for the reply.
We would like to inform you that we are looking into the matter with the relevant department, if the withdrawal is not completed this time we will use alternative method . We apologize for the inconvenience.
Kind regards,
Kingmaker
Public
Public
1 week ago
Diana22.L
Thank you for the confirmation. No information is needed from you at the moment.
Kingmaker Casino
I am looking forward to a timely update from you. Thank you for your cooperation.
Sensitive attachment
Sensitive attachment
1 week ago
TranslationUnfortunately, my withdrawal has been cancelled again. The problem persists and is still unresolved. I urge you to address this urgently and inform me when I can expect the withdrawal.
Automatic translation:
Public
Public
4 days ago
Dear all,
Thank you for contacting us.
We would like to ask you to provide Bank details in order to proceed your withdrawal :
• Full Name (please include all names including middle names)
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is
Kind regards,
Kingmaker
Public
Public
4 days ago
TranslationHello,
I would like to inform you that I have sent all the necessary bank details to Kingmaker Casino via email.
I hope that the payment will be processed and carried out as quickly as possible.
Thank you for your support.
Best regards
Diana Luca
Automatic translation:
Public
Public
4 days ago
Kingmaker Casino
Now that the customer has provided the requested details, I would appreciate your assistance in processing the player's withdrawal request. A timely payment would be greatly appreciated, given how long this issue has been ongoing. An update from you would also be greatly appreciated.
Public
Public
2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Diana22.L,
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,
Munya
