The player from Germany had a pending withdrawal exceeding 500€ that had not been processed despite waiting beyond the stated 3 business day processing time. The player had submitted all necessary verification documents. Despite the player's impatience due to the casino's terms and conditions stating a 3-day processing time, we advised her to wait for a two-week period before we intervened. However, before reaching the two-week mark, the player confirmed receipt of her winnings. Consequently, we had closed the complaint as 'resolved'.
Kingmaker Casino - Player's withdrawal has been delayed.
Amount: €500
Kingmaker Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Hi I did a withdrawal over 500€ on 10th April 2024. In there terms and condition it says it needs 3 business days to for the withdrawal to get processed. Sadly my withdrawal isn’t processed yet and I’m still waiting for it. Already send a couple of emails to please process my withdrawl on time. Even the verification wasn’t nessacary and requested I already send them everything to Verfiy my identity. ID card, energy bill, bank statement.
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7 months ago
Dear Lesa,
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,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
The terms and conditions state that I have to wait 3 working days for a withdrawal. Those 3 days are now over and I have the right to file a complaint. Why should I wait 2 weeks? The casino does not adhere to their own terms and conditions
Automatic translation:
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7 months ago
Hi Lesa,
As mentioned before, here at Casino.Guru, we allocate a two-week timeframe to address delayed payment cases. We initiate contact with the casino only after this two-week period from the withdrawal request. It's essential to note that we refrain from reaching out to casinos prematurely, and the majority of cases are successfully resolved within this specified duration. To keep you in the loop, I'll set a timer for an additional 5 days, bringing us to the two-week mark since your withdrawal request. If there are no updates by then, we'll proceed to contact the casino on your behalf.
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7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lesa, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
