Kingmaker Casino - Withdrawal of player's winnings has been delayed.

salve, giocando un bonus su kingmaker ( sito in cui il profilo e identita erano validate ed avevo anche gia effettuato prelievi ) ho vinto durante un torneo 17.000€ . per far si che il credito fosse compleatamente prelevalibile ho giocato il bonus iniziale come da regolamento ed infatti attualmente il credito è disponibile in toto. secondo il livello che ho acquisito posso prelevare 800 € al giorno ( ovviamente c'e il limite di operazioni in contemporanea che sono 3), quindi dal 2 di giugno ho fatto 3 richieste di prelievo ma ad oggi sono ancora in verifica ( premetto che non è mai capitato che entro 1 settimana i prelievi non mi fossero mai stati validati e trasferiti sul conto). ho contatta il servizio clienti che pero pur dicendo di aver sollecitato non mi ha aiutato. sono ancora in attesa dopo quasi due settimane e per tiuscire a venire in possesso dell'intera cifra con questi tempi di attesa diventa estenuante.

Dear sabrina1991,

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.

Dear sabrina1991,

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.

buonasera, ad oggi le richieste di prelievo sono ancora in sospeso quindi non ho ancora ricevuto gli accrediti. Ho nel frattempo scritto al support via mail per sincerarmi che non ci fossero problemi di tipo amministrativo tipo richiesta invio documenti ecc...quindi sono ancora in attesa che si sblocchi la situazione

aggiornamento, mi viene richiesta la verifica di documenti e carta di credito, ho provveduto ad inviare tutto e attendo la verifica, mi auguro vada a buonfine e poi sblocchino i prelievi

Dear sabrina1991, thank you for the information. Please keep us updated.

ho allegato i documenti richiesti piu di una volta ma mi richiedono ancora la verifica, ma ora non mi da piu il modo di caricarli nuovamente sulla piattaforma. in chat mi dicono di attendere riscontro via mail ma il supporto non si palesa ed io sto spazientendomi considerato che non ho risposte ( i documenti sono validi e ben leggibili come la carta con tanto di intestazione a mio nome, quindi tutto è regolare come da termini del sito), per mail mi è stato chiesto di inviare foto con carta di identita in mano ed anche quelle le ho inviate e sono in attesa di risposta.

aggiornamento: dopo l'invio dei documenti via mail hanno tentato di prelevare dal mio conto 212€ !!!!!!!!!! ho negato l'operazione! ma questa cosa è surreale!

Dear sabrina1991, could you please explain in more detail what exactly happened? When did this attempt occur, and where did you see the withdrawal request? Any screenshots or specific information you can provide would help us investigate the issue more effectively.

Dear sabrina1991, have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please send us a screenshot of your withdrawal history, showing the current status of your request?

Also, could you let me know if you are planning to request any further withdrawals apart from the ones already submitted?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

ciao ti ho scritto via mail tutto. ad oggi continuano a chiedermi documenti di verifica, ho i prelievi bloccati nessun accredito e ovviamente si dovro effettuare parecchi prelievi per riscuotere l'intera vincita. ho hia effettuato parecchi prelievi e non mi sono mai state chieste verifiche ecc...

Thank you very much, sabrina1991, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello sabrina1991, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Kingmaker Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

grazie speriamo si riesca a risolvere la situazione in fretta perche mi sento molto presa in giro

Dear sabrina1991,

We would kindly like to apologize for the delay and any inconvenience this may cause.

Please be assured that we are working with high priority on your case.

We will inform you with further updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Kingmaker team

Dear sabrina1991,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you in advance.

Kind Regards,

Kingmaker Casino Team

I would like to thank the Kingmaker Casino Team for looking into the issue so quick. Please, let us know if there is anything needed from the player, or any issue that needs to be resolved to speed up the transaction processing.

Dear sabrina1991,

The two withdrawals of 800 EUR each have been completed and sent from our side. We can see that you made a third withdrawal of 800 EUR that has also been completed. The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best regards,

Kingmaker Casino team

buongiorno, attualemte sono riuscita a prelevare piu transazioni da 800€, mi sono accorta ieri che pero mi è stato retrocesso il livello vip pur avendo rigiocato in questo mese circa 600€ e quindi ad oggi posso effettuare prelievi di € 500. la situazione è la seguente ho ancora € 10.300 sul conto gioco. un prelievo in verifica da 800 e uno da 500 e attendo 800 di accredito del prelievo precedente gia approvato.

Dear sabrina1991, according to the casino website, Level 1 VIP should be able to withdraw 7,000€ per month. I will set the timer your way, and please let us know if there is any further issue with the withdrawals, and let us know every now and then how much is still to be withdrawn, so we can keep an eye as well from our side. Thank you. :)

buonasera, certamente come ho fatto fino ad oggi comtinueró ad aggiornare sulla situazione prelievi e accrediti sino a che la cifra interà non mi verrà corrisposta. intanto vorrei ringraziarvi immensamente per l'impegno e l'aiuto che mi avete offerto rispetto al mio caso.

Thank you for the update! Please let us know if there is any further issue. The complaint will stay open until the whole amount is being withdrawn.

This is great news! Hopefully there will be no more hiccups and we'll be soon finished with the withdrawals. :))

I will swap the timer back to you, to reset the two-weeks count. Please, let me know if there are any issues, or once you manage to withdraw everything and you are satisfied with the overall outcome. Thank you.

Thank you for letting me know! Some payments sometimes bounce back, but if it happens again, we'll check with the casino if there is something preventing them from being processed. Fingers crossed it will all go well! If you can update me some time next week on the status, that would be much appreciated! :)

Dear sabrina1991,

I'm happy to hear that your issue has been sorted! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Kingmaker Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. 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, 

Matej

Casino.Guru