The player from Germany had requested account closure on February 17th but received no response for nearly two weeks. After depositing and winning €500, she found her account closed the same day, and her subsequent withdrawal was canceled. She believed this was fraud and sought assistance in retrieving her winnings. The complaint was resolved when the casino confirmed that her account had been closed due to her request related to gambling addiction, and they processed her withdrawal of €500 after she provided her bank details. She received the money and confirmed the resolution of her issue.
Kingmaker Casino - Player’s account has been closed and withdrawal denied.
Amount: €500
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
On February 17th I wrote an email to kingmaker asking them to please close my account. I didn't receive a response for almost two weeks. Then on February 28th I deposited money to play and won €500, which I immediately requested to be paid out, so there was €0.00 in my player account. In the evening I received an email saying that my account had been closed. A day later they canceled my withdrawal and no longer want to pay me out. It's fraud. I'm going to file a fraud report. I'm legally entitled to this money because I requested a withdrawal before the account was closed. Please help, they don't respond to emails.
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1 month ago
Dear ysiebenhaar,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
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Slot machines, my account did not have to be verified according to the game provider, I played the winnings without a bonus.
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1 month ago
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The strange thing is I asked for my account to be closed on February 17th by email, I never got a response, then on February 28th they closed my account where I had deposited and won, but my withdrawal had already been made and was no longer on my player account, please help me. Thank you
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1 month ago
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Here you can see the evidence of when I made the withdrawal and when my account was closed. I made the withdrawal in the morning and my account was closed in the evening.
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1 month ago
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In the morning I ordered the winnings of 500€ to be paid
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1 month ago
Thank you very much for your reply, ysiebenhaar. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 month ago
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I was always told that the payout would take 3 days and then my account would be closed
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1 month ago
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The casino's explanation was that I had asked for my account to be closed! That's true, but I wrote the email on February 17th and never got a reply until I suddenly won and then I got a reply saying my account was being closed!
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1 month ago
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And when my account was closed they cancelled my withdrawal of €500 even though I had requested a withdrawal hours before the casino closed my account!
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1 month ago
Thank you very much, ysiebenhaar, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
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I hope this case will be resolved soon!!!!
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1 month ago
Dear ysiebenhaar,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Kingmaker Casino representative to join this conversation.
Dear Kingmaker Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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1 month ago
Dear all
Thank you for your patience.
Kindly be informed that customer gaming account was closed as per his request due to Gambling addiction.
We would kindly ask the customer to send us on email the following bank details in order for us to manual withdrawal his 500 euro balance :
* Full Name (please include all names including middle names)
* Bank Account’s Owner name
* IBAN/Account no.
* Bank Name
* Bank location (Country)
* SWIFT/BIC
Best Regards
Kingmaker Team
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1 month ago
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Hello, I have just sent an email with my bank details to support@Kingmaker.com. I hope this €500 will be paid out to me quickly. I will let you know when I have received the money.
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1 month ago
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An email with my bank details has been sent to kingmaker. As soon as I receive my €500, I will let you know.
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1 month ago
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I received the money yesterday, thank you very much for your help! I still have the same problem with Spinsy Casino!!!!!
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1 month ago
Dear all
Thank you for your patience.
Please be informed that customer balance of 500 euro was complete and paid out on our side we hope this resolve the issue for you.
Best Regards
Kingmaker Team
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1 month ago
Dear ysiebenhaar,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Mirka Dubasova
Casino.Guru
