The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player faced delays in receiving his payouts, with one amount of €1,000 still outstanding after multiple communications with the casino. After 14 days, he confirmed that he had received his first payout of €500 and later reported that the final payout had been received. The issue had been resolved, and we marked the complaint as 'resolved' in our system.
Kingmaker Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Kingmaker Casino
Safety Index:Very lowSafety Index
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3.1
Kingmaker Casino has a Safety Index of 3.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case summary
Discussion
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6 months ago
Translation
Despite repeated contact with customer service, they only promised that the money would be paid out soon. I have three active withdrawals, none of which have been processed yet. The first withdrawal was requested on May 1, 2025. According to the terms and conditions, it was supposedly processed within three business days. Verification was not possible; I was told that I don't need it.
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6 months ago
Dear lichy,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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5 months ago
Translation
I'm extremely disappointed in you, too. You're not interested in Kingmaker's terms and conditions, even though they state a processing time of three business days, but you wait until two weeks have passed. By then, the players have lost their funds again. I also canceled my last withdrawal. Now I'm €500 less. Share the reward.
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5 months ago
Translation
Hello, as mentioned, the amount in dispute is only €1,000, as €500 was canceled and lost. The first payout was on May 1, 2025, and a second was on May 2, 2025. After several lingering emails from Kingmaker, I finally received a response to a point in the terms and conditions that Kingmaker can take as long as they want:
Asiek (Kingmaker)
May 13, 2025, 1:38 PM EEST
Good day Michael,
Thank you for contacting our Kingmaker customer service.
I apologize for the inconvenience and understand your frustration.
I would like to draw your attention to point 6.14 of our General Terms and Conditions.
"The Company reserves the right to make payments according to an individual schedule and to determine the minimum and maximum amount per transaction, as well as the timing of such transaction, which may vary depending on the withdrawal method, account balance, or other relevant factors
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5 months ago
Translation
Update: I received my first payout of 500€ today, after 14 days
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5 months ago
Dear lichy,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
Translation
Hello Dominika,
As I already wrote, I received my first payout on May 15, 2025. Now, one payout of €500 is still outstanding; I requested this on May 2, 2025.
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5 months ago
Translation
Hello,
I received my final payout today. The case can be closed. Thank you!
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5 months ago
Dear lichy,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please 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,
Dominika
Casino.Guru
