The player from Germany had been unable to withdraw his winnings since 8th of March, 2024. All withdrawal attempts, either via credit card or bank transfer, were declined. The player had received little support from the casino's staff, with delayed responses and repetitive avoidance. After the player's complaint, the casino confirmed that three withdrawals of 500 EUR each had been processed and should arrive shortly. The player, however, insisted that he had not received the full payout. Eventually, the player confirmed that he had received all his winnings. We had marked the complaint as 'resolved' in our system.
Kingmaker Casino - Player's withdrawal attempts have been declined repeatedly.
Amount: €1,500
Kingmaker Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.3
Kingmaker Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
9 months ago
Translation
Since the 8th of March, 2024, I have been unable to successfully withdraw my money. It is always declined whether I attempt to use the credit card I initially deposited with or via bank transfer. The live chat keeps sending the same responses over and over and the support staff seldom responds to my queries, if at all. After I requested manual payment from the support, I was told that two transfers were made yesterday and one today so that I could access my money. However, I haven't received anything yet, and the support, as expected, has not responded to any further inquiries. When asked in the live chat if I would need to go through a verification process, the response was 'no'.
Automatic translation:
Public
Public
9 months ago
Hello jerdinc8,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kingmaker Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
9 months ago
Translation
Hi,
The last time I had contact with the live chat was yesterday, and they said I didn't need to verify myself. The winnings are earned with real money without a bonus.
Automatic translation:
Public
Public
9 months ago
Dear Customer,
Thank you for contacting us.
It appears that you had 3 withdrawals of 500 EUR each requested on 27.03, 28.03 & 29.03 respectively. We would like to inform you that your first request from 27.03 was successfully processed. Please expect the funds to arrive at your account shortly.
Moreover, please note that withdrawals are processed by the Finance Department within 3 business days from 10:00 to 19:00 (UTC+02:00) except holidays (Saturday, Sunday) and public holidays as these days are not counted under business days.
We kindly request your patience, thank you for understanding!
Therefore, we consider the complaint to be resolved from our side.
Best Regards,
Customer Service
Public
Public
9 months ago
Dear Customer,
All your pending withdrawals were successfully processed. The recent requested withdrawal will be paid out soon. Therefore, we consider the complaint to be resolved from our side.
Best Regards,
Customer Service
Public
Public
9 months ago
Dear jerdinc8,
Please note that we recommend to wait at least 14 days for your withdrawal to be processed, especially if it’s your first ever request.
Public
Public
9 months ago
Translation
A payout is still missing, only then will I consider the case solved.
Automatic translation:
Public
Public
9 months ago
Translation
I still haven't received my full payout and support hasn't responded to my emails.
Automatic translation:
Public
Public
9 months ago
Translation
For me the case is solved. Now I have received everything.
Automatic translation:
Public
Public
8 months ago
Dear jerdinc8,
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,
Casino.Guru
