The player from Germany had experienced withdrawal delays from the casino with incoherent explanations for the delay, which included technical issues and verification problems. He had also been concerned that the casino site was not accessible and feared that he had lost his deposit and winnings. However, the Complaints Team had clarified that the casino website was operational and had advised the player to cooperate with the casino's verification process. After 14 days, the player's account had been successfully verified and his withdrawal request processed. The player had confirmed receipt of his winnings, resolving the issue.
Kingmaker Casino - Player is facing a delay while trying to withdraw his funds.
Amount: €1,000
Kingmaker Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Dear Team,
On Monday, I requested a (my first) payout, which should have been processed within three working days. Since then, nothing has happened, and I've been given various explanations. I was told it's a technical problem, a request for prioritization and faster processing had been made, and then recently I was told in the live chat to verify my account before I was abruptly logged out (under the verification tab it says I don't need to verify myself). I was also reassured that there is no reason to worry and that I will receive the money. Yes, the casino is brand new, but is it right to face this kind of issue from the get-go? With Quickwin and Spinanga, part of the same group, c I had received my money the next day!
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10 months ago
Dear florianfasel1505,
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
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10 months ago
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Hello today 10 days have passed and the Kingmaker Casino site no longer exists! I was kept up with promises the whole time and now the URL can no longer be found and both the money from my withdrawal and the money from my deposit are gone.
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10 months ago
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I'm so scared for my money. This is the first casino in the Rabidi NV Group to do this. How do I get my money now?
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10 months ago
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In addition, the Kingmaker Casino is now restricted in Germany, which is not the case with any other Rabidi NV casino. Until yesterday I was still able to log in normally. And I was able to make a deposit too! I just want my 1000€ and then never again Rabidi NV
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10 months ago
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It even says DE accepted here
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10 months ago
I've just checked the Kingmaker Casino website, and everything seems to be running smoothly on my end. Interestingly, there's no indication that Germany is restricted. I noticed they use multiple mirrors, each identified by a different number in the website name. To ensure a hassle-free experience, my suggestion is to always start by typing the basic website URL, kingmaker.com. This should automatically redirect you to a working mirror, making your visit seamless and enjoyable.
Have you received any message from the casino stating that Germany is now restricted?
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10 months ago
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No, I haven't received any message that it is restricted in Germany and when I enter kingmaker.com as normal I always get this 404-Not found. Did they just block my IP address? I don't have a double account or anything else, in case they claim that at some point. I just want my money.
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10 months ago
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I type in kingmaker.com and I'm always directed to this page
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10 months ago
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The site is now up and running again but they continue to delay paying out. Apparently I still have to verify myself even though I already did that on Saturday
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10 months ago
I am glad to hear that you are now able to access the casino website. Regarding the verification, could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Could you kindly specify which of your documents have been approved by the casino?
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10 months ago
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Yes, I sent the documents to them 9 days ago right after I saw that I had to verify myself. I didn't even get a notice asking me to verify myself. It was my ID card and a selfie & it said accepted and confirmed on the same day. So I took care of it as quickly as possible. Now 14 (!) days have passed today.
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10 months ago
Thank you very much, florianfasel1505, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello florianfasel1505,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Kingmaker Casino,
Could you possibly provide additional information regarding the delayed payment and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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10 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that your account was verified on 22.01.2024, and your withdrawal requests for 500 EUR + 500 EUR were processed on 23.01 and 24.01.Please accept our sincere apology for the delay.
Best regards,
Customer Support
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10 months ago
Dear florianfasel1505,
Can you update us here in the thread when you receive the payment so we can mark the complaint in our system as resolved? We look forward to hearing from you.
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10 months ago
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Yes, the money arrived and my account was verified! Many thanks to Casino Guru and the Kingmaker team! I apologize for the inconvenience
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10 months ago
Dear florianfasel1505,
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,
Michal, Casino.Guru
