The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. The winnings hadn’t been obtained up to that day. The complaint was resolved because he confirmed that the issue had been settled and marked the case as resolved. We then closed the complaint as resolved in our system based on his confirmation.
Kingmaker Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €300
Kingmaker Casino
Safety Index 1.8 Very lowCase summary
Discussion
Sensitive attachment
Sensitive attachment
3 weeks ago
Translation
Ladies and gentlemen,
I hereby file a complaint against Kingmaker Casino for an unjustified delay in a payout.
Case details:
Payout amount: €300
Payment method: Bank transfer
Date of application: Sunday, September 13, 2026 (4:14 PM)
Transaction ID: 3c7b4fe1-1fe7-4f67-888e-4daaa62f915a
Problem description:
According to Kingmaker's terms and conditions, the standard processing time for withdrawals is up to 3 business days (Monday to Friday, 6:00 AM to 5:00 PM). Processing should therefore have started on Monday, September 14, 2026, at 6:00 AM. This timeframe has now been significantly exceeded.
My account currently requires no verification; there are no outstanding document requests or bonus conditions. Nevertheless, the payout status remains unchanged at "Processing".
For days now, both in live chat and via email, I have only received automated standard text blocks (e.g., promises of "expedited processing" or general references to terms and conditions clauses), without any specific reason being given for the delay or any payment being made.
I request Casino Guru's assistance in obtaining the release of my withdrawal from the casino. All relevant screenshots (withdrawal request, verification status, and chat logs) are available and can be provided.
Thank you very much for
Your help.Automatic translation:
Public
Public
3 weeks 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
3 weeks ago
Dear Taiju,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
3 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 Taiju,
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,
Jean
