Kingmaker Casino - Pelaajan kotiutus on jälleen viivästynyt.

I requested the withdrawal on October 29, 2025, so I've been waiting for over five weeks now. Four weeks ago, they suddenly asked for KYC (Know Your Customer) verification, so I sent everything they requested. Last week, I received confirmation that everything was verified and I would receive my money soon. Now they're demanding the same documents again! Please, dear Casino Guru team, help me get my money back. I've already lost several thousand francs here, and they can't even pay out this ridiculous amount. That can't be right! I can't recommend this casino to anyone. Attached is proof that they verified my documents. And now they want the same document again! The support is useless; I don't think there are even any real employees there. I can't reach anyone by email, just constant empty promises and assurances that I'll get my money soon. I'm starting to think I've fallen for a scam.

Ich habe die Auszahlung schon am 29.10.2025 beantragt also warte jetzt über 5 wochen vor 4 Wochen hiess es plötzlich KYC da hab ich alles gesendet was die haben wollen und letzt woche kam die Bestätigung das alles bestätigt ist und ich mein geld bald erhalten werde und jetzt verlangen die wieder Dokumente die gleiche Dokumente bitte liebes casino guru team hilft mir an mein geld zu kommen ich have hier schon mehrere tausend franken verloren und diesen lächerlichen betrag können die mir nicht auszahlen das kann und darf nicht sein kann dieses casino keinen empfehlen im Anhang der beweis dass sie mir die Dokumente bestätigt haben. Und jetzt das gleiche dokument nochmals haben wollen der support ist für nichts glaub sind nichtmal echte Mitarbeiter dahunter und per mail erreiche ich garnichts nur die ganze Zeit vertröstung und zusagen dass uch mein geld bald bekomme glaube solangsam bin auf ein scam reingefallen

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino requested the exact same document for the additional verification, or have there been any changes—for example in the timeframe, payment methods used, or any other details necessary for your transaction history?
• Which additional documents have you been asked to provide again?
• Has the casino explained what the document should include to be acceptable for verification?
• What types of games did you play at this casino?
• Which payment method did you use to deposit money into this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

For the additional verification, the casino requested the exact same document that I had already submitted previously, which had initially been accepted and confirmed. No further or new documents were requested. It consisted solely of the previously submitted transaction histories from my bank account, clearly showing my deposits. I received no comprehensible explanation as to why these were being requested again or why they were suddenly deemed insufficient. My emails went unanswered, support provided no helpful feedback, and the communication seemed rather automated.

The casino had only stipulated in general terms that the document had to contain the relevant marginal or complete transaction data – I had already provided exactly this information correctly and completely.

I played various games at the casino itself, mostly slots, but also some live games. I used Apple Pay and my MasterCard for my deposits. The corresponding payment confirmations for both methods were also fully submitted.

Für die zusätzliche Überprüfung wurde vom Casino exakt dasselbe Dokument angefordert, das ich bereits zuvor eingereicht hatte und das auch zunächst akzeptiert und bestätigt worden war. Weitere oder neue Dokumente wurden mir nicht abverlangt. Es handelte sich ausschließlich um die bereits eingereichten Transaktionsverläufe meines Bankkontos, auf denen meine Einzahlungen klar ersichtlich waren. Eine nachvollziehbare Begründung dafür, weshalb diese nun erneut verlangt wurden oder plötzlich doch nicht mehr ausreichen sollten, habe ich nicht erhalten. Auf meine E-Mails wurde nicht reagiert, der Support gab mir keinerlei hilfreiche Rückmeldung, und der Austausch wirkte eher automatisiert.

Das Casino hatte lediglich allgemein vorgegeben, dass das Dokument die entsprechenden Marginalen beziehungsweise vollständigen Transaktionsdaten enthalten müsse – genau diese Informationen hatte ich bereits korrekt und vollständig zur Verfügung gestellt.

Im Casino selbst habe ich verschiedene Spiele gespielt, überwiegend Slots, aber auch einige Live-Games. Für meine Einzahlungen habe ich Apple Pay sowie meine MasterCard verwendet. Die entsprechenden Zahlungsnachweise dieser beiden Methoden wurden ebenfalls vollständig übermittelt.

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation.

Hello, I've just forwarded the latest update; forwarding everything would be too much. I've written them over 30 emails and received maybe 5-6 replies, and some of them were just lies and empty promises. Tomorrow marks exactly 6 weeks since I requested the payout.

Hallo habe jetzt mal den letzten Stand weitergeleitet alles weiterzuleiten würde den rahmen sprengen habe sicher über 30mail denen geschrieben und wenn überhaupt 5-6 antworten erhalten und teils nur lügen und vertröstungen sind jetzt morgen genau 6 wochen wo ich die Auszahlung beantragt habe.

Hello Angelo,

After carefully reviewing your case, I have noticed that an issue with this casino was already thoroughly investigated and concluded in a previous complaint, which was closed as unjustified.

During the earlier case, we reviewed extensive communication between all parties and examined the verification process in detail. It was established that:

• The casino repeatedly requested specific KYC documents that did not meet the required quality or format.
• Several submitted documents showed clear signs of editing or manipulation, which prevented successful verification.

Under these circumstances, the casino acted in line with its Terms and Conditions, which you accepted upon registration.

Regarding your current claim that the casino is requesting documents already provided in the past, please note that previously rejected or non‑compliant documents cannot be reused. When documents are not accepted, the casino is entitled to request new, compliant versions, and this does not constitute an unreasonable delay.

As this matter has already been reviewed in full and no new evidence or circumstances have been presented, we are unable to pursue this complaint again.

If you disagree with the outcome, the appropriate next step would be to contact the casino’s regulator or an independent ADR entity listed on the casino’s website.

This complaint will therefore be rejected as unjustified.

In addition, we would like to point out that since the time your original complaint was submitted, our internal policy has changed.

Providing fake, forged, edited, or otherwise manipulated documents to a casino is now considered a serious violation of Casino Guru’s rules and results in a permanent ban from using our complaint services.

Best regards,

Veronika Fritz

Casino.Guru Complaints Team