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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.

Trotz mehrmaligen kontaktieren des Kundendienstes nur Versprechungen das das Geld bestimmt bald Ausgezahlt wird. Ich habe 3 aktive Auszahlungen wobei noch keine bearbeitet wurde. Erste Auszahlung wurde am 1.5.2025 beantragt. Angeblich Bearbeitung innerhalb 3 Werktagen lt. AGB. Eine Verifizierung nicht möglich, bekomme Info das ich dies nicht benötige.

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.

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.

Ich bin, auch von Euch extrem enttäuscht. Die AGB‘s von Kingmaker interessieren Euch nicht obwohl hier eine Bearbeitungsdauer von 3 Werktagen steht wartet ihr bis 2 Wochen vergangen sind. Bis dahin haben die Spieler das Guthaben wieder verspielt. Ich habe auch meine letzte Auszahlung storniert. Nun 500€ weniger. Teilt Euch die Belohnung

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

Hallo, wie erwähnt ist der Streitwert lediglich 1000€ da 500€ storniert und verspielt. Die erste Auszahlung war am 1.5.2025 und eine 2 war am 2.5.2025. Nach einigen Vertröstermails von Kingmaker bekam ich nun die Antwort auf einen Punkt in den AGB‘ s das Kingmaker sich so lange Zeit lassen können wie sie wollen:

Asiek (Kingmaker) 

13. Mai 2025, 13:38 OESZ 

Guten Tag Michael, 

Vielen Dank, dass Sie sich an unseren Kingmaker Kundendienst gewendet haben.

Ich bedauere die Unannehmlichkeiten und kann Ihre Frustration nachvollziehen.

Ich möchte Sie auf den Punkt 6.14 unserer Allgemeinen Geschäftsbedingungen aufmerksam machen.

"Das Unternehmen behält sich das Recht vor, Zahlungen nach einem individuellen Zeitplan vorzunehmen und den Mindest- und Höchstbetrag pro Transaktion sowie den Zeitpunkt für diese Transaktion festzulegen, die je nach Abhebungsmethode, Kontostand oder anderen relevanten Faktoren unterschiedlich sein können

Update: I received my first payout of 500€ today, after 14 days

Update: Habe heute, nach 14 Tagen meine Erste Auszahlung von 500€ erhalten

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.

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.

Hallo Dominika,

wie bereits geschrieben habe ich am 15.5.2025 eine Erste Auszahlung erhalten. Nun ist noch 1 Auszahlungen von 500€ offen, diese hatte ich am 2.5.2025 beantragt.

Hello,

I received my final payout today. The case can be closed. Thank you!

Hallo,

habe heute meine letzte Auszahlung bekommen. Der Fall kann geschlossen werden. Danke!

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