The player from Italy had requested a withdrawal of 1051€. After ten days, the player’s account had been flagged for review. The casino had not provided an explanation nor responded to the player's attempts to communicate. The player had made successful withdrawals in the past and had passed all KYC verifications. The casino later revealed that the player's account had been closed due to a chargeback request for one of their deposits, which was considered a breach of the casino's terms and conditions. Despite the player's plea to have his account reopened and the winnings paid out, we could not support the player's claim due to his breach of the casino's terms. The complaint had therefore been rejected.
Kingmaker Casino - Player’s withdrawal has been delayed.
Amount: €1,051
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
I requested the withdrawal of a significant sum of 1051€, a meaningful win for me as I seldom play, let alone double my money. I made the withdrawal request, but after only ten days, my account was flagged for review. No one has contacted me, and my attempts to communicate via telegram and email remain unanswered. The live chat support is pointless because they always give the same response and abruptly end the chat. My simple assumption is that they aim to keep my winnings because they were substantial. If my likely theory holds true, then this is clearly subject to fraud allegations. I would strongly advise against using this casino.
Automatic translation:
Public
Public
6 months ago
Dear Calogero_tornabene,
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
Public
Public
6 months ago
Translation
Yes, I made other withdrawals which were all successful.
Yes, I passed all the tests.
I didn't use bonus balances and I didn't have any active bonuses.
Automatic translation:
Public
Public
6 months ago
Thank you for your reply, Calogero_tornabene. When did you make the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Public
Public
6 months ago
Translation
The last withdrawal was about 20 days ago and it took them less than 48 hours to process it.
I chose the same withdrawal method that I use to load the money, i.e. a Visa and MasterCard credit card. I always used the same one.
Automatic translation:
Public
Public
6 months ago
Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
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.
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Greetings. I focused on table games, roulette.
I leave attached here the photos of the meaningless conversations in which they say that they have no assistance for this reason and you have to contact them via email. I contacted them everywhere and it's been 25 days now and I haven't received a response.
Automatic translation:
Public
Public
6 months ago
Thank you very much, Calogero_tornabene, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Public
Public
6 months ago
Hello Calogero_tornabene,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Kingmaker Casino representative to join this conversation and participate in resolving this complaint.
Dear Kingmaker Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Public
Public
6 months ago
Dear all,
Thank you for reaching out! Please be informed that a chargeback was requested for one of the customer's deposits. Accordingly, the account of the customer was closed in accordance with the following point of the Terms and Conditions, accepted by the customer upon registration:
6.4 By making a deposit, you grant the Company the permission to debit from your balance any fines or dues in connection to your activity, as provided by the Terms or the applicable law. You also agree to avoid charging back the deposited funds, annulling the deposits, and agree to compensate the Company for the costs associated with the chargebacks and recalls.
We hope this helps clarify the case and actions taken.
Best regards,
Kingmaker Team
Public
Public
6 months ago
Translation
Hi, the cancellation was made when I recharged the account and after a week you still hadn't debited the money, I canceled the cancellation as soon as you recharged the money (€100). Can I kindly get my active account back to withdraw the money I won on your casino site? I didn't violate anything, I canceled everything and what's more I always played respecting the rules of the games. Can I kindly get my €1051 back? It's not a small amount of money and you're keeping it for no reason, you didn't even notify me and sent me a reason via email as to why you closed my account, you didn't do anything at all. I want to get my money back and if possible the account reopened because basically I didn't do anything, I just requested a refund because at the beginning you didn't want to credit me for the money you took from me, after a few weeks you realized that it had really been accredited.
Automatic translation:
Public
Public
6 months ago
Translation
Among other things, €1051 seems like a lot to me as a "fine", the fine you use as an excuse @kingmaker is not valid because the request I made was 100% legitimate and because I then canceled it.
Automatic translation:
Public
Public
6 months ago
Hello Calogero_tornabene,
Please be aware that initiating a chargeback is a serious breach of the casino's terms and conditions and overall is classified as fraud. I am afraid that we cannot force the casino to pay the funds after such fraudulent activity. I can only suggest you to be more patient next time and wait for the funds to be processed by the casino.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
