The player from Austria had experienced a delay in receiving his €900 withdrawal from an online casino. He had expressed dissatisfaction as the casino's terms and conditions had stated a 3-working-day payout period. However, the player later confirmed that he had received both payouts. Consequently, we had marked the complaint as 'resolved' in our system.
Kingmaker Casino - Player faces payout delay issues.
Amount: €900
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
3 weeks ago
Translation
I requested a withdrawal of 400€ and 500€ five days ago, and I still haven't received the money.
The fact that I have to wait this long for my money is not normal. What’s the point of playing at this casino if there's no opportunity for a timely withdrawal?!
I want my money!
Automatic translation:
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Public
3 weeks ago
Dear Svxngo,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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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Public
3 weeks ago
Translation
According to the provider I don't have to verify anything at the moment and this is my first time withdrawing and I played without a bonus.
If the terms and conditions say 3 working days until payment then that's what I expect!
Automatic translation:
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2 weeks ago
Dear Svxngo,
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,
Kristina
Casino.Guru
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