The player from Greece faced issues with withdrawing money from the casino, as his withdrawal requests were canceled without explanation, with the casino citing technical problems. Despite playing for a few months, he had not successfully made a single withdrawal and experienced delayed email responses. The player also reported that his account was unexpectedly closed with a positive balance that had not been paid out, and his repeated requests for self-exclusion and account closure went unanswered. The complaint was closed due to the player's lack of response to further inquiries from the Complaints Team, who remained available to assist if the player chose to resume communication.
Kingmaker Casino - Player's withdrawals are repeatedly canceled.
Closed
Our verdict
Player stopped responding
Amount: ??
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
When it comes to withdrawals, this casino gives you the feeling that they won't pay you. They cancel withdrawal requests without any reason. When I ask them why they cancel withdrawals, they say it's a technical problem.
I've been playing at the casino for a few months but haven't managed to make a single withdrawal.
They respond to emails after a few days.
Far away
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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
Dear Tserven21,
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 fully understand the situation.
- What specific withdrawal method are you using? Was it the same one you used for the deposit?
- Could you please confirm that you have passed the KYC verification?
- Have you faced similar issues with any other transactions, such as deposits?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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1 month ago
TranslationGood evening.
The withdrawal method was the same as the visa card deposit method.
My account does not currently require verification.
I have sent a request for self-exclusion but they are not responding. One of the worst companies I have ever seen.
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1 month ago
TranslationNo response from support, they didn't respond to emails, they refuse to close my account.
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1 month ago
Thank you for your reply and for providing the previous details, Tserven21.
- Have you accumulated your winnings with or without an active bonus?
- Could you share the dates when you submitted your withdrawal requests?
- Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
- Could you provide any additional communication you had with the casino and your self-exclusion request? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
Dear Tserven21,
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.
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1 month ago
TranslationI would like to express my serious dissatisfaction regarding the management of my account by your company.
Specifically, my withdrawal was cancelled without sufficient justification, with the excuse that it was an "error". However, in the meantime, the money was returned to my account and played, which led to me losing funds. I believe that this was not a random incident, but a practice aimed at avoiding payments.
At the same time, for months now I have been repeatedly trying to permanently close my account, without any meaningful response. The inability to respond to this request has resulted in me continuing to use the platform and suffering financial losses.
Furthermore, my account was unexpectedly closed while it was in active use and with a positive balance of €180. To date, this money has not been paid to me, nor have I received clear information about when and if it will be paid.
I am attaching evidence (screenshots) of the deletion requests I have submitted.
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1 month ago
Dear Tserven21,
Thank you for your reply and for providing the previous details.
- Could you please share the dates when you submitted your withdrawal requests?
- Additionally, I would appreciate it if you could provide a detailed timeline regarding your self-exclusion request—specifically, when you requested self-exclusion, any gambling activity that occurred afterward, and when your account was closed.
If there is any additional evidence, feel free to forward it to me. Once I have these details, I will postpone the case for further review.
Thank you again for your cooperation.
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3 weeks ago
Dear Tserven21,
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.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
