The player from Spain had been attempting to withdraw his winnings for a week but had not received any update on the process. After submitting a complaint, he had been advised by our team to wait at least 14 days after requesting the withdrawal before escalating the issue. The delay had been attributed to possible unfinished KYC verification or a high volume of withdrawal requests. The player had been asked to cooperate fully with the casino. The issue had been resolved successfully which the player confirmed.
Kingmaker Casino - Player experiences delayed withdrawal.
Amount: €675
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Good morning, I have been trying for a week to get a refund. I understand that there have been holidays or weekends, but since 28/03/24 I have not received my refund or an update on the withdrawal process. They don't provide a solution, they just tell me to wait.
Automatic translation:
Public
Public
1 month ago
Dear Juan2287,
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,
Tomas
Public
Public
1 month ago
Translation
I hope but that they at least inform.
Thank you
Edited
Automatic translation:
Public
Public
1 month ago
Dear Juan2287,
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,
Tomas
Casino.Guru
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