The player from Germany had been experiencing delayed withdrawals from the casino. After depositing amounts of 400€, 500€, and 500€ on different days, the player had faced difficulties with the disbursement. The casino had cancelled two withdrawals without providing any reason and did not respond to the player's inquiries about the delay. The player had also expressed concerns about the casino's player protection measures, claiming that his requests to close his account due to gambling addiction were ignored. After our intervention, the player confirmed that he had received his last payout and thanked us for our support. However, he remained dissatisfied with the casino's handling of his case.
Kingmaker Casino - German Player's withdrawal is delayed.
Amount: €1,400
Kingmaker Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
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Unfortunately I cannot select the country. I am from Germany and my name is Alexander H****. First and last name cannot be selected here. Grayed out.
I deposited €400 on March 31, 2024, €500 on April 1, 2024, and another €500 on April 2, 2024. I'm still waiting for a payout. I know you don't do anything for 14 days, but the deadline will be reached by weekend. Today, April 9, 2024, the 2 payouts that were supposed to come by email were canceled without giving any reason. Like the deposit, I used my Visa card to withdraw. I received NO email saying why it was canceled. I sent an email to complains on April 5, 2024 about the delays and asked several times in the chat what was going on. They just put me off saying there were delays. So far, no response from the casino to the email to complains. I sent my verification such as ID, bank statement, and phone bill as an attachment, as verification is still not possible via the casino's website. See all the attachments I have attached to this case. I have requested another payout today, this time to my bank account for €500. More per day is not possible. Tomorrow I will request the remaining €400 for payout. This will delay it again. I don't know what else to do. They are not responding to anything! I hope you can help me get my money. I have never experienced anything like this at ANY casino. I can provide you with all the chat histories I had with them by email if you wish. Best wishes. Alexander H*****
Edited by a Casino Guru admin
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3 weeks ago
Hello djchirurg,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kingmaker Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
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Hello Nick.
Verification not possible yet. See screenshot.
I would like to accommodate the casino. I have already sent my ID, bank statement and phone bill to complains@kingmaker.com sent because it is not possible online. First email on April 5th and again today. I understand that identification is required for withdrawal and money laundering if it is a good casino, but it just isn't moving forward. Today the third payment from April 2nd was also rejected, again without a reason being given as to why. There is a withdrawal limit of €500. So I have to restart the process again and again and this automatically leads to further delays. I can now withdraw €700 per day because I have reached rank 3 in VIP. But the constant cancellations aren't helping me either! I don't know what to do anymore...... And no, I haven't used any bonus and I have more than fulfilled all of the casino's conditions in terms of turnover. After several attempts, I just got a member of staff on the chat who said the problem had been resolved. But I can't believe it anymore. The system is said to have caused the rejection automatically. I also never received an email as described in the terms and conditions explaining why it was rejected.
greeting
djsurgeon
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3 weeks ago
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Ohhh, I just saw. They have raised the VIP payout limit. Now you can get 800 euros. Before it was 700. But that doesn't help me either!
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3 weeks ago
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Do you have your email address? Now I'm going to lay my cards on the table. I'd like to send you an email so you can see what player protection means at the casino. Namely nothing. You can see that in the email. I sent it on March 10th after my request in the chat was not fulfilled. That would be great.
Best regards
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3 weeks ago
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Hello.
I will show my cards. A withdrawal of €500 has been approved.
The background is that the casino should close my account already by sending an email to support@kingmaker.com Email from March 10th, 2024. The chat did not respond when I requested my account to be closed on March 10th, 2024. So I wrote an email on the same day without a response or closure. I am addicted to gambling. This casino does not meet the players' wishes! Percent. So if my requests had been met, over €2000 would no longer have been accepted. I can prove everything to you by email and outgoing. Today the payouts were canceled again. Today I pointed out again that my account was deactivated, which was not carried out at the time. Only today did I get an email that the email had been received by support and should be processed. No protection for players. I can no longer register with German casinos because I have applied to the authorities for exclusion due to my gambling addiction. It doesn't work at local arcades or online casinos with a German license! And yes, 700 euros is still in the payout phase. 200 less than stated here. Because I'm addicted, I lost 200 there and deposited a lot more. So I spent a good 600 euros more. Including the deposit. The casino shouldn't even get 1 star for payouts, support or player protection. I hope you take that into account when correlating the casinos. I'm sorry that I've only just come out with the absolute truth. This casino should be banned!
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2 weeks ago
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Update.
Yesterday the payout was cancelled again. According to the chat, the casino is having problems with its provider regarding the payout. I think that since at least €500 worked once, the casino itself is doing the rejection. The €700 payout is still missing. I have requested a payout again. I won't write any more.
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2 weeks ago
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Hello Nick.
Latest update. My account was deactivated and the withdrawal of €700 was rejected again this morning. I had requested it because of deactivation but now I can no longer request a withdrawal of the balance myself. No words...
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2 weeks ago
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Here is an excerpt from an authority on how to recognize licenses from Curacao. This casino doesn't have one!
How can you tell if a casino has a license from Antillephone NV Curaçao?
Online casinos that have a sublicense from Antillephone NV Curaçao must display a seal from this authority at the bottom of their website. The seal is a strong orange-red color. By clicking on the seal, the player is redirected to a validation page that shows whether the license is actually derived from the main license from Antillephone NV Curaçao.
If the casino is not listed with its trade name, address and email address, such a license does not exist. The status "Valid" must also be listed. In addition, information is provided about excluded areas and liability disclaimers.
This only takes you to a page where some of the data is missing, as stated above. This means that this casino does not have a valid license. There are no conditions or anything else clickable from the authorities. Self-created page!
You can try it yourself:
https://cert.gcb.cw/certificate?id=ZXlKcGRpSTZJblphTldnME1qbFVObXRQUzBreFdXazBPR2xQWjNjOVBTSXNJblpoYkhWbElqb2lRM1Z4SzJsek9HTmxSMGxVWmtwalJHZFVjRWhMUVQwOUlpd2liV0ZqSWpvaU5XUmhZekE1TWpjM1lUTm1ZVFpoTm1Wak5tWmlOREU0TlRNME5EVmxZVE0xTjJSbU5EazRZV1UyT0RWaE5UWXpaV0poTnpsbE5qbGpZV05tTWpjM1ppSXNJblJoWnlJNklpSjk=
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2 weeks ago
Hello djchirurg,
How exactly did you request to close your account? Can you please forward the exact same e-mail to nikolas.b@casino.guru? Can you please clarify how many withdrawals are still pending and in what sums?
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2 weeks ago
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Hello Nick.
Complaint can be closed. I received my last payout today. Thank you very much to you and the Casino Guru team for your support. After I sent a complaint via email, the casino paid out the money to my bank account. Probably because you also wrote to the casino. Despite this, I cannot and will not recommend this casino! Players cannot be treated like this.
And something else for your team and the rating of this casino. They do absolutely nothing (0%) for player protection. On ..10.03.2024 I sent an email to support@kingmaker435719.com sent with the request to deactivate my account. This is the email that the casino states in their terms and conditions if you want to close your account! According to support, it never arrived. Should have sent a screenshot with proof that I sent the email. Did this 3 times. No response. This means my deposits should never have been accepted after March 10th. I also requested it via chat. The employee said they would take care of it. At other casinos the account is deactivated within 10 minutes! Unfortunately I didn't have the chat history sent to me via email. So I still think the casino should be closed as soon as possible. The €1200 that I subsequently requested as a withdrawal is just a drop in the ocean. Deposits to date over €2000! Criminals!
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2 weeks ago
Dear djchirurg,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Casino.Guru
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