The player from Germany had requested a payout of €300 on March 17th, but had not received it yet. Despite making multiple inquiries through live chat, she was repeatedly told that the payout was in the final phase and to be patient. After the Complaints Team intervened and contacted the casino, it was confirmed that the withdrawal had been completed and paid out. The player expressed gratitude for the assistance she received, and the issue was marked as resolved.
Kingmaker Casino - Player’s payout is delayed.
Resolved
Our verdict
Case closed
Amount: €300
Kingmaker Casino
Safety Index:LowCase summary
Discussion
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9 months ago
Translation
I requested a payout of €300 on March 17th and have not received it yet. I have also been in the live chat several times and was told days ago that my payout was in the final phase, but to date I have not received any money and the chat always just tells me to be patient.
Automatic translation:
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9 months ago
Dear pialukejenny2018,
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.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with casino support regarding the delay?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hello Tomas ☺️
Regarding question 1.
No, this is my first payout.
2.
The problem starts when I click on verification. It says that my account isn't verified and that everything is fine. So, verification hasn't been possible since the beginning. I'm uploading a screenshot.
3. No, no bonus. I did have a bonus, but I played with real money without activating the bonus. Can I also upload a screenshot?
4. Yesterday on April 4th I had the last contact and once again the same text blocks and I should be patient and yes it almost seems to me as if an AI is writing to me.
I have sent the screenshots and chat transcript and everything else I have to your email address.
Thank you
Kind regards, Jenny
Automatic translation:
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9 months ago
Thank you very much, pialukejenny2018, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]), 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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9 months ago
Dear pialukejenny2018,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Kingmaker Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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9 months ago
Dear all
Thank you for your patience.
Kindly be informed that customer withdrawal is complete and paid out on our side.
Best Regards
Kingmaker Team
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9 months ago
Translation
The money was paid out after more than 3 weeks. I would like to thank the Casino Guru team.
Best regards
Jenny
Automatic translation:
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9 months ago
Dear pialukejenny2018,
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,
Jana
Casino.Guru
