The player from Italy had experienced a delay in withdrawal. She had requested a withdrawal of 80 euros on 19th March which was declined after 20 days. Then, she tried again to withdraw the same amount. She confirmed that this had been her first withdrawal attempt and that she hadn't undergone KYC verification as she had been informed it wasn't necessary. The winnings had been from real money, not a bonus. After the complaints team had intervened, the casino had requested her bank details for a manual withdrawal. The player complied and subsequently confirmed receipt of her payment. The issue was then marked as resolved by the complaints team.
Kingmaker Casino - Player’s withdrawal has been delayed.
Amount: €80
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I had requested a withdrawal of my winnings of 80 euros on the 19th of March. They made me wait and did not pay me, saying that the request was with the financial department. Today, on the 3rd of April, after 20 days, the request was declined. So, no money. Today, I have again requested for the withdrawal of my 80 euros and I am filing a public complaint with you.
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8 months ago
Dear angeladm,
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 before?
- Could you please confirm that you have passed the KYC verification?
- 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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8 months ago
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welcome to customer service.
I invite you to check the verification status of your game account in the dedicated area of your personal page.
However, I inform you that any failure to confirm receipt of the documents sent via the site and their verification does not affect your gaming activity on our site!
In fact, to make deposits, request withdrawals and play it is not necessary to send any documentation in advance!
In any case, I confirm that your account does not currently require any verification by our Financial Department. Your response from the live chat support, this is the 1st and last withdrawal with your not very serious company.
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8 months ago
Thank you for your reply, angeladm. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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8 months ago
Translation
1 This is the first withdrawal.
2 I did not proceed with the verification because the live chat support as I forwarded it to me replied that it was not necessary for the Finance Department. 3 This is not a bonus win, but real money.
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8 months ago
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, 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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8 months ago
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so from March 19th to today and nothing. Not very serious
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8 months ago
Thank you very much, angeladm, 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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8 months ago
Dear angeladm,
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 clarify the situation for us?
Thank you in advance,
Mirka
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8 months ago
Translation
withdrawal further declined. This story has been running since March 19th and is a real money win not a bonus. There are quite a few of us who review the missed payments of this company.
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8 months ago
Dear Customer,
Thank you for reaching out. We have contacted the relevant team regarding your withdrawal and we will get back to you as soon as the withdrawal is processed. We appreciate your patience!
Best Regards,
Kingmaker Team
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8 months ago
Dear Customer,
As your withdrawal was canceled by the provider, we kindly request you to send us your bank details via email (support@kingmaker.com) for manual withdrawal:
Full Name (please include all names including middle names)
Bank Account’s Owner name
IBAN/Account no.
Bank Name
Bank location (Country)
SWIFT/BIC
Thank you for understanding!
Best Regards,
Customer Service
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8 months ago
Dear angeladm,
Feel free to share the requested information with the official support contact of the casino. Just be cautious in the future, if someone requests your passwords from you, or an unknown contact requests personal information.
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8 months ago
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I sent the coordinates as per your indication
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8 months ago
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situation stopped
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8 months ago
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I just received the payment. Thank you very much, I will give you good publicity
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7 months ago
Dear angeladm,
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,
Mirka
Casino.Guru
