The player from Poland files a complaint against KingSpin Casino for holding his funds, totaling PLN 70,198.34, including three blocked withdrawals that are still processing. He has a fully verified account and claims to have only used his own funds. Casino support cites a technical glitch.
KingSpin Casino - Player's withdrawal is delayed and funds are blocked.
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0d 23h 19m 48s
KingSpin Casino
Safety Index 7.9 Above averageCase summary
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1 month ago
Translation
Good morning. I'm filing a complaint against KingSpin Casino. The casino is illegally holding my funds in the total amount of PLN 70,198.34.
I currently have three blocked bank withdrawals in my system that are still in the "Processing" status:
Payment of PLN 10,000 on June 27, 2026
Payment of PLN 10,000 on June 30, 2026
Payment of PLN 2,000 on July 6, 2026
Additionally, my player account balance remains intact at PLN 48,198.34. My account is fully verified (KYC accepted), and I've only played with my own, clean deposit, with no bonuses. Casino support refuses to provide a processing time, citing a technical glitch and a queue. The fact that a smaller withdrawal from July 6th is also stuck indicates that my funds were intentionally blocked. I am requesting urgent intervention and assistance in recovering my money.
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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 KEMON835,
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 from the casino in the past?
- Could you please share with me your communication with the casino regarding the delay and screenshots of your pending payouts? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 month ago
TranslationThere were no problems with payments before
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1 month ago
Dear KEMON835,
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, Endri (endri.k@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,
Tomas
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1 month ago
Hello KEMON835,
My name is Endri, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I would like to request the presence of a representative from the casino in this conversation.
Dear KingSpin Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Endri
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1 month ago
Hello,
Due to temporary payment processing limitations affecting our financial partners and payment service providers, we experienced unforeseen technical issues that resulted in delays in processing the customer's payout.
We sincerely apologize for the delay and any inconvenience caused. We are pleased to confirm that, following the resolution of these temporary processing issues, we successfully processed and confirmed the payment on 15 July 2026.
Throughout this period, the customer's funds remained safe and secure. The delay was solely operational in nature and did not affect the security or availability of the funds.
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1 month ago
TranslationI thank the casino representative for their response. I can confirm that the first of three outstanding withdrawals, totaling 10,000 PLN, has been processed and the funds have been deposited into my bank account.
However, I want to make it clear that my complaint has NOT been fully resolved. My remaining funds are still blocked in the casino system. Two subsequent withdrawals are still in "Processing" status:
Payment of PLN 10,000 on June 30, 2026
Payment of PLN 2,000 on July 6, 2026
Additionally, there's still a frozen amount of PLN 48,198.34 in my main player account balance, which I can't withdraw due to limits and holds. KingSpin Casino is still holding a total of PLN 60,198.34.
I request information from the casino representative as to when the two remaining pending transactions will be accepted and sent, and when I can safely withdraw the remainder of my balance. I request that mediator Endri not close this dispute until all funds have been withdrawn.
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3 weeks ago
TranslationI'd like to provide another important update. I can confirm that the smaller withdrawal of PLN 2,000 from July 6th has also been processed and the money has been deposited into my bank account. I've now received a total of PLN 12,000.
However, the last large withdrawal of PLN 10,000 from June 30th is still on hold in KingSpin Casino's system (it's still "Processing"). Additionally, PLN 48,198.34 remains blocked in my main balance.
KingSpin Casino is still holding a total of PLN 58,198.34. I'm asking mediator Endri to continue the case and force the casino to accept the last remaining ten złoty and release the rest of my balance.
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3 weeks ago
Dear KingSpin Casino,
Six days ago you confirmed the processing issue had been resolved and the payment completed on 15 July. Since then two further payouts have reached the player, but the PLN 10,000 withdrawal requested on 30 June is still showing as "Processing," while a later request from 6 July has already been paid. Separately, PLN 48,198.34 remains in the player's main balance, which he reports he's unable to withdraw.
Please provide a specific status and an expected completion date for the outstanding PLN 10,000 withdrawal, and set out exactly what limits or holds currently apply to the PLN 48,198.34 balance and what the player needs to do to release it.
Dear KEMON835,
I understand how much is still tied up here, and I won't close this case while any of it remains with the casino. The case stays open until you receive the full amount of money. Nothing further is needed for you for now, except please let me know as soon as you receive any idditional payment from the KingSpin Casino. You can reach out directly in here or as well feel free to contact me by email.
Best regards,
Endri
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3 weeks ago
TranslationMr. Endri, thank you very much for your professional support and for keeping my case open until I receive my full refund. This has been a huge help to me.
I confirm that the status of the last pending withdrawal of PLN 10,000 in the casino dashboard is still "Processing," and the main balance remains unchanged at PLN 48,198.34. I will, of course, immediately notify you here and by email as soon as any further payment is processed by KingSpin.
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2 weeks ago
Hello Kemon835,
We sincerely apologize for the delay and understand how frustrating this situation is.
The delay is due to recurring technical issues caused by an exceptionally high volume of withdrawal requests. We recognize this is not the experience you expect, and our team is working as quickly as possible to resolve the issue and process all pending requests.
Regarding the withdrawal approved on July 6, it was unfortunately processed ahead of older requests due to human error. We apologize for this mistake.
As for the remaining balance, there are no restrictions preventing withdrawals on our side. If the customer experiences any issues when attempting to withdraw, please ask them to contact us at support@kingspin.io and include screenshots or a screen recording of the issue. This will allow our team to investigate and assist as quickly as possible.
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2 weeks ago
TranslationI thank the casino representative for their response, but these explanations are unacceptable. Apologies for "human error" don't change the fact that KingSpin Casino is still unlawfully holding my money.
I want to make it clear that my outstanding withdrawal of 10,000 PLN was requested on JUNE 30th. It's August, which means it takes this casino over a MONTH to process a single transaction. The status of this withdrawal in my dashboard is still "Processing," so the funds still haven't been sent.
Regarding the casino's claim that there are "no restrictions" on my account, the casino's system does not allow me to request further withdrawals while previous transactions are still pending, which locks up my remaining funds.
I declare to the casino representative and the mediator that there is absolutely no chance of me playing with the remaining funds in my account due to this outrageous waiting time. I will not bet a single złoty. My main balance of PLN 48,198.34 will remain 100% intact, down to the last penny.
I expect the casino to immediately approve the PLN 10,000 payment that has been pending for over a month, and to provide a clear timeline for the remaining PLN 48,198.34. I ask mediator Endri to continue to strictly monitor this matter [casino.guru].
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2 weeks ago
TranslationI would like to give mediator Endri and the casino representative a final update [casino.guru].
Regarding KingSpin Casino's statement today, in which they claim "there are no restrictions preventing withdrawals," I would like to inform you that there has never been a technical block on my player panel from requesting withdrawals [casino.guru]. The only real limitation was the fact that your finance department deliberately refused to accept my transfers.
My old withdrawal from June 30th for PLN 10,000 is still in "Processing" status. Today (August 3rd, 2026 at 5:21 PM), in accordance with the casino rules, I requested ANOTHER separate bank withdrawal for another PLN 10,000 (Transaction ID: 3615849915) [context].
At this moment, there are two pending withdrawals in the KingSpin system totaling PLN 20,000 (both in "Processing" status). My main balance has decreased to PLN 38,198.34, and the total amount being held by the operator is still PLN 58,198.34.
Since the casino publicly claims there are no restrictions, I request immediate, priority approval of BOTH pending transactions (the one from June 30th and today's). My remaining balance of PLN 38,198.34 will remain intact, I will not be returning to play, and I expect my funds to be withdrawn under the supervision of CasinoGuru [casino.guru].
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1 week ago
Dear KingSpin Casino,
The player has requested 1 more withdrawal requests of PLN 10,000 and has a pending request from June 30th in the same amount of PLN 10,000.
Could you please clarify why the 30th June withdrawal request is taking so long to be completed and if there has been any update since their last approved withdrawal?
Meanwhile, I would like to ask the player to be patient and provide the casino the necessary time for their information and approvals.
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1 week ago
Hello KEMON835,
We understand your frustration regarding this matter and would like to reassure you that our relevant team is actively working towards a resolution.
At this time, we unfortunately do not have any further updates to share. Please rest assured that your funds remain safe and secure in your account, and your withdrawals will be processed once the current difficulties have been resolved.
We appreciate your patience and understanding in the meantime.
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1 week ago
TranslationDear Endri,
I would like to state upfront that I will not accept any further extensions or delays from this operator. I draw the mediator's attention to the fact that KingSpin Casino deliberately delays every response and action until the very last moment before CasinoGuru's timer expires. This is the ultimate proof of their malicious stalling.
I want to forcefully present the mediator with the devastating outcome of this case: my total, fully legal winnings on this platform amount to exactly PLN 70,198.34. I requested my first withdrawal on JUNE 30th. Since then, exactly 44 days have passed, and KingSpin Casino has managed to pay me only PLN 12,000 of that amount. Processing the funds at this rate means I would have to wait months to recover my own money, which is an absolute scandal and a blatant illegality in the world of legal gambling.
The height of absurdity and impertinence is the fact that the casino officially stated here on the forum that my account has "no restrictions preventing withdrawals." If this is true, why are TWO of my withdrawals totaling PLN 20,000 (the one from June and the other from August 3rd) still illegally frozen in their system? Furthermore, the casino recently accepted and paid me a later, smaller transaction for PLN 2,000 without any technical issues. To claim a global system outage when a smaller transfer goes through without a hitch is blatantly treating me like an idiot and making a mockery of CasinoGuru's procedures. This is definitive proof that the delays are manually managed.
Their response today, that "they have no further information, but the funds are safe," in the face of a 44-day delay, is pure mockery. The finance department is using the same empty excuse over and over again, without providing any hard evidence. Meanwhile, in an official email sent directly from their management (Lukas - Kingspin Team), the casino unequivocally confirmed in writing that my account is fully verified and my winnings are 100% legal and safe. I know full well that they only sent me this official document with a payout guarantee out of fear of a complaint, which I simultaneously filed directly with the Curaçao Government Licensing Authority (CGA) at info@cga.cw .
I declare again: there is absolutely no chance that I will start gambling with the remaining funds in my balance because of this outrageous wait. The amount of PLN 38,198.34 will remain intact to the last penny.
If the casino doesn't approve these transfers by the end of the current countdown, I request the mediator to close this complaint as unresolved due to the operator's fault and impose the maximum reputational penalty. I will no longer tolerate this waste of my time.
Thank you for your help,
KEMON835
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6 days ago
Hello KEMON835,
Thank you for your detailed message. I completely understand your frustration, especially given the length of time this case has been ongoing and the amount of funds that remain outstanding.
Please be assured that your concerns have been noted and that I am taking them seriously. I also understand your position regarding further extensions, and I will communicate your concerns clearly to the casino.
Dear KingSpin Casino,
The player has now been waiting for a significant period of time, and the outstanding withdrawals remain unresolved. I understand that there may have been technical or processing issues, but at this stage we need more than a general statement that the funds are safe.
I would strongly appreciate a specific and actionable response rather than another general assurance. The purpose of this mediation is to bring the case to a resolution, and at this point we need clear information from the casino in order to move forward.
Please review this matter with the relevant department and provide your response within the current deadline.
Best regards,
Endri
