The player from Norway, who had a balance of $152,150 USD, had been struggling with delayed withdrawals since May 2023. The casino had provided different explanations and had set up a weekly payment plan, but had failed to honor it consistently. The player had requested a full update, an explanation for the delay, a reasonable timeline for resolution, and assurance of the security of the remaining balance. After our Complaints Team had intervened, the casino communicated with the player and agreed to pay out all rightfully generated earnings. The casino confirmed that the withdrawal was moved to November due to a delay in their new sportsfeed release and the next payment would be made on Dec. 22nd. We had considered this complaint resolved after the player confirmed the receipt of the initial payment and it was understood the subsequent one would be disbursed according to the agreed-upon terms. We were confident that all outstanding payments would be completed as scheduled. The complaint was later reopened by a request from the player, as the player had not received the initially agreed payments, however, new information in regards to the player's sports betting game play came to light that influenced the initial agreement. Regrettably, the winnings are derived from sports betting, we are unable to pursue this case further and have had to reject it. The player was advised to submit a complaint to other ADRs that specialized in sports betting-related complaints.
Kineko Casino - Player is experiencing continued withdrawal delay.
Amount: $152,150
Kineko Casino
Safety Index:LowOther
REJECTED
Case summary
Hi,
I am writing to you today regarding a ongoing engagement with Kineko.com. I request your assistance in addressing a matter of concern that has arisen since the end of May.
Presently, I have an outstanding balance of $152,150 USD in pending payments awaiting processing by Kineko.com. These withdrawal requests date back to the 26th of May 2023, 5th of June and the 14th of June 2023. The outstanding balance comprises 0.3164 BTC and 1.5 ETH, 110 000 USDC and 31644 USDT.
For context, I became a member of Kineko.com and began using their services in late December 2022. Initially, I had a seamless experience, with prompt deposits and withdrawals being processed within 0-3 days. However, the situation has since somewhat changed.
Towards the end of June, I received a series of messages/emails from Kineko.com explaining delays in their withdrawal processing, citing a disagreement with a third-party vendor.
In mid-July, there was some progress, as I received an email from Kineko management stating:
"In the meantime we can offer you to process $10,000 worth of withdrawals every week until we come to a conclusion. Would that work for you in the meantime?"
I accepted this proposed weekly payment plan, and Kineko.com adhered to it for two weeks. However, on the 3rd of August 2023, I received the following email:
"Sorry I was out of the office this whole week and just spoke to the team. We will process $20,000 on Wednesday next week - the 9th of August 2023 - accounting for both weeks. Sorry for the delay on the info. I will make sure this gets processed accordingly."
11th of August I received this email:
"I passed the info to Dev 1 last week to process your withdrawals by this week based on info we’ve got from our new banking partner. We fully expected to process the 20k this week but our new account is still not ready. I will not give you an exact day but I am fairly certain we will process your outstanding weekly amounts sometime within the next week."
18th of August:
"Dev 1 here, sorry for my late response. We have another small delay until next week.
I’ll give you a date when I get one confirmed."
Since the 18th of August, it has been "another delay" responses from Kineko.
I appreciate Kineko.com's effort in processing $20,000 USD on both July 17th, 2023, and July 25th, 2023. Regrettably, no withdrawal has been processed since, which represents a clear deviation from the agreed-upon weekly arrangement. This is also a clear deviation from the promises made along the way, regarding when the payments should happen.
To bring clarity I kindly request that Kineko.com provides the following:
- A comprehensive update on the status of my outstanding payments.
- An explanation for the recurring delays in processing my weekly withdrawals.
- A clear and reasonable timeline for the complete resolution of the payments.
- Assurance that my remaining balance and pending withdrawals are secure and will be processed without further delay.
I am open to discussing how these four points can be realized. I eagerly await a resolution. Based on my past interactions, I believe that Kineko.com genuinely intends to honor my outstanding withdrawals. I am willing to engage in a constructive dialogue to ensure a secure and timely resolution.
I would also like to emphasize that I have had constructive communication with kineko.com's support and management team. I hold their platform in high regard. I believe that their site and token have a bright future. I look forward to resolving the current withdrawal issues and hope to receive a response from all parties involved at your earliest convenience.
Best regards.
Dear Stayer,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
When was the last time you communicated with customer support? Have they given you any new explanation about the delays in your payments?
When was the last time you received a withdrawal from the 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
Hi,
When was the last time you communicated with customer support?
5th September, 2023.
Have they given you any new explanation about the delays in your payments?
There hasn't been any new explanation for the delay. At the start of August it was issues with their banking partner. However, since then it has it has been "pushed back" multiple times. I made sure to include relevant communication in my complaint and in the screenshots I sent you.
When was the last time you received a withdrawal from the casino?
25th of July 2023
Thank you very much, Stayer, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Stayer,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Kineko Casino to join the conversation.
Dear Kineko Casino,
Can you please provide more information on why you have not continued processing the agreed-upon payments to the player? We understand that sometimes unexpected complications can occur, but a good practice is to inform your customers sufficiently about this and continue to fulfill the agreed-upon terms as soon as possible. When can the player expect the missing payments to hit their account?
Hello Michal,
we were not automatically notified about this complaint, sorry for the late response. Right now we are in direct contact with the user and will update you once we find a solution.
Thanks!
Best Regards,
Kineko Team
Hi,
I can confirm Kineko have contacted me. Hopefully we can find a satisfactory solution to the four points I mentioned earlier:
- A comprehensive update on the status of my outstanding payments.
- An explanation for the recurring delays in processing my weekly withdrawals.
- A clear and reasonable timeline for the complete resolution of the payments.
- Assurance that my remaining balance and pending withdrawals are secure and will be processed without further delay.
Best regards.
Thank you all for your responses.
I'm hopeful that we can reach a satisfactory resolution. I'll eagerly await further updates or, ideally, confirmation that this complaint has been successfully resolved. If you require any assistance from our end, please feel free to reach out either here or via my email at michal.k@casino.guru.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Casinoguru team,
after thorough investigation and direct communication with the player we have reached a personal agreement and will pay out all rightfully generated earnings accordingly.
Best regards
Kineko Team
Thank you for the update, Kineko Team. I'm glad a suitable solution for both sides could be found.
Dear Stayer,
Please confirm the above-mentioned by the Kineko Team and if we can consider your complaint to be resolved.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Although both parties were able to reach a consensus, we still would like to receive confirmation from both involved parties that a satisfactory agreement has been reached. Thus, we will extend the timer for an additional 7 days to finalize the remaining details.
Dear Casinoguru Team,
we have come to a final resolution with the user. The communication was held through private channels and all confidential details have been passed on to Casino.guru team for further details.
Best
Kineko
Thank you for the update, Kineko Team. I'm glad that we managed to find a suitable agreement for both parties.
Dear Stayer,
Please confirm the above-mentioned by the Kineko Team and if we can consider your complaint to be resolved.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Casinoguru Team,
The withdrawal made was planned for October but was moved to November due to a delay in our new sportsfeed release as discussed before.
As agreed the next monthly payment will be made on Dec. 22nd.
Best regards
Kineko
Thank you for your response and clarification, Kineko Team.
Dear Stayer,
Following the discussions with the Kineko Team and our internal communication, I am pleased that we have reached a mutually agreeable resolution for both parties. You have already received the initial payment, and the subsequent one will be dispatched according to the agreed-upon terms. I am confident that all outstanding payments will be fulfilled as per the established schedule. Should you have any concerns in regard to the agreement and you feel the casino team is not handling your concerns adequately, please feel free to contact us once again, and we will make an effort to assist you.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
We’ve reopened this complaint at the request of the player.
Dear Kineko Casino,
The player has brought to our attention, via email, that the agreed-upon payment schedule has not been adhered to from your side as initially agreed upon by both parties. Could you kindly furnish an explanation for the deviation from the agreed-upon schedule?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Stayer,
As I have informed you via email. Although our involvement, in this case, was mainly because the casino team has previously agreed to set a payment schedule for your winnings, new information in regards to your sports betting gameplay has come to light which influenced the initial agreement. Regrettably, as your winnings are derived from sports betting, I am unable to pursue your case further. Our understanding of sports betting is limited, preventing us from competently evaluating all aspects of the situation.
Unfortunately, we don't have a branch dealing with sports betting yet. If you didn’t know that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only. Although we have received some information from the casino, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We wouldn't be able to competently judge all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.
You can try to submit a sports betting-related complaint on these websites:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
We’re truly sorry we couldn’t be of more help in this case.
If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.
Best Regards,
Michal
Casino.Guru
