Kingmaker Casino - Player's winnings are delayed.

I won a prize of 238.95 euros and the game in question was closed, after 10 days I have no answer on the subject, only that they are studying it

Dear escuderolozano42,

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

It's not a withdrawal, it's a prize that I won on the 5th and it doesn't appear in my balance.

Thank you for the clarification.

Please request the casino to send you the gaming history in Excel format from 5 February to check if the winnings have been accepted by the casino software, and then forward it to me at veronika.f@casino.guru.

Also, if you have any other evidence or communication between you and the casino that could be relevant to the investigation of your case, kindly forward it to me as well.

It's already resolved, I've already been paid, thanks for the help

Dear escuderolozano42,

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, 

Veronika Fritz 

Casino.Guru