The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The complaint was escalated, and after further communication, the player confirmed receiving 1500 euros from the casino. The issue was resolved as the player received the disputed amount, and the complaint was marked as 'resolved' in the system.
KinBet Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,500
KinBet Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
KinBet Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case summary
Discussion
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6 months ago
Translation
Good morning, I want to make a complaint to Kinbet casino: on 04/03/2025 I deposited 110 euros and playing roulette, I won 5500 euros. Kinbet has allowed me to withdraw 500 euros per day for a maximum of 3 withdrawals, so 1500 euros, but to date the money has not yet arrived and the withdrawals are still under review! I have contacted customer service many times both by email and chat, but they continue to say that they need time and to apologize. The answers are always the same……😟 Furthermore, I intend to withdraw all my winnings and the situation is going too slowly! It has never happened to me with any other casino! I asked Kinbet customer service if they wanted my identity document to verify the account, but they said no. I would like to resolve the situation as soon as possible! I hope you can help me! Thank you 🙏
Automatic translation:
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6 months ago
Dear Mariwinres,
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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6 months ago
Dear Mariwinres,
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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6 months ago
Translation
Hi Nick, unfortunately still nothing! Everything as before! My withdrawals are still under review and I have not yet received the money from my winnings. I hope you will help me! Thanks 🙏
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6 months ago
Thank you Mariwinres for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Translation
Good morning! Here is the update: Kinbet casino completed my withdrawal two days ago!🎉Now I have made other withdrawal requests, they allow you to withdraw 500 euros per day, for a maximum of three withdrawals and I still have to withdraw 5000 euros in winnings! 😅 I will write you the next updates! I hope the next withdrawals are faster! Thanks 🙏
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6 months ago
Dear Mariwinres,
My name is Katarina, and I will be assisting you in solving this case. I am glad you started to receive your funds.
Let's now wait few more days for your second withdrawal to arrive. Please keep us updated about any new development.
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5 months ago
Dear Mariwinres,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
Hi! I received 1500 euros from Kinbet, the rest was in my balance but after a few days I played again and unfortunately I lost them… anyway they paid me even if very late, so I would say it is a serious casino. Thanks for your help!🙏😊
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5 months ago
Dear Mariwinres,
We're glad to hear that your funds have arrived to your bank account. Since you have received the disputed amount, 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,
Katarina Duboak
Casino.Guru
