The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received at that time. After an exchange of information and evidence between the player, the casino, and the Complaints Team, the player had received partial payment. The Complaints Team then had decided to keep the complaint open until the full payment was received. Finally, the player had confirmed the receipt of the remaining amount, leading to the successful resolution of the complaint.
Kingmaker Casino - Player’s winnings haven’t been received yet.
Amount: €700
Kingmaker Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Good day,
I am having continuous issues with them. I made the first withdrawal on April 30th and the second one on May 1st.
The process of requesting the second withdrawal became a significant problem. After much correspondence, we eventually resolved it. However, I still haven't received any money, and I urgently need the funds to pay for my electricity bill.
Automatic translation:
Public
Public
6 months ago
Dear mani19931,
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,
Complaints Resolution Center
Public
Public
6 months ago
Translation
Today I received two emails regarding the payout, but the payout still hasn't been made.
Automatic translation:
Public
Public
6 months ago
Translation
Now the payment was canceled, I want my money 🥵
Automatic translation:
Public
Public
6 months ago
Thank you for your reply, mani19931. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Public
Public
6 months ago
Translation
No, this is the first payout.
Verification is not possible because he says there is currently no reason for it.
The money was accumulated without bonus
Automatic translation:
Public
Public
6 months ago
Translation
Has there been any response from the casino yet?
Automatic translation:
Public
Public
6 months ago
Thank you for your reply, mani19931. Could you please post a screenshot of your withdrawal history here in this thread?
Also, have you tried contacting the casino regarding this issue? 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.
Public
Public
6 months ago
Translation
The requested data was sent by email to kristina.s@casino.guru forwarded
Automatic translation:
Public
Public
6 months ago
Translation
Could you tell me approximately how long the solution takes on average?
Automatic translation:
Public
Public
6 months ago
Translation
No sign of payment to date.
Please help
Automatic translation:
Public
Public
6 months ago
Translation
400 were paid out today, I'm still waiting for the 300, I guess they will come tomorrow.
Automatic translation:
Public
Public
6 months ago
I am happy to hear that the first payment has been received. Hopefully, the next one will be processed soon. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
6 months ago
Translation
All payments received. Complaint can be closed.
Thank you
Automatic translation:
Public
Public
5 months ago
Dear mani19931,
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
