The player from Germany had experienced a delayed withdrawal of 366 Euros from a casino that had not requested verification. He had been consistently placed in a long queue for live chat assistance and had been waiting for transaction processing. Following our advice to wait at least 14 days after requesting a withdrawal, the player confirmed that he had received the first payment of 300 euros and was expecting the second payment of 66 euros to arrive the following day. Therefore, we had marked the complaint as resolved.
Kingmaker Casino - Player experiences lengthy delay in withdrawal.
Amount: €366
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
For the first time, I find myself compelled to raise a complaint. I made a withdrawal of 300 Euros on 24.04.24 and one of 66 Euros on 25.04.24 after having signed up. The casino never requested verification and it is not independently possible. It's as if nothing is happening. The live chat asks for patience regarding the withdrawal. In my over 10 years of experience, I've never had to wait this long for a response, and...
the queue for live chat is definitely not normal. 47!!! I was placed in queue position 47 and had to wait a correspondingly long time. There is clearly something wrong here.
Automatic translation:
Public
Public
7 months ago
Dear Tornado123,
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,
Veronika
Public
Public
7 months ago
Translation
Hello,
The first payment of 300 euros has just been received. No verification was required. I submitted the second payment of 66 euros a day later, so it may arrive tomorrow. However, the complaint can be closed. Thank you very much.
Automatic translation:
Public
Public
7 months ago
Dear Tornado123,
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,
Veronika
Casino.Guru
