The player from Greece had been frustrated with having three pending withdrawals in the casino. She had questioned why withdrawal procedures were taking significantly longer than deposits, with the first request having been made on 26/04. We had advised her that it was usual for withdrawals to take a couple of days or even weeks to get processed. We had recommended patience and cooperation with the casino. After a 12-day period, the player had confirmed that all her withdrawals had been successfully credited. We then closed the complaint as resolved.
Kingmaker Casino - Delay in player's withdrawal requests.
Amount: €950
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
There are 3 withdrawals pending. They tell me to be patient. Deposits are made in seconds, why do withdrawals take so long? The first one was requested on 26/04.. Don't they want customers there? Why are they behaving like this?
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6 months ago
Dear NIK_1973,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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6 months ago
Translation
I have played in many casinos. This is the first time this has happened. They do not require identification from me. They just delay the payments too much and I, like others here who I read, are unhappy and worried about whether we lost the money we are entitled to back because we have already deposited these amounts..
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6 months ago
I fully understand your frustration, NIK_1973. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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6 months ago
Translation
2 of the 3 withdrawals have been credited after 12 days.. I hope the third one soon.. Thank you very much.
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6 months ago
Translation
Everything is fine, after 12 days the full amount was credited
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, NIK_1973, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
