Kingmaker Casino - Player's withdrawal has been delayed.

Hi,

I submitted a withdrawal request on 7/12/2024 and they haven't paid my request until today. In terms casino states that withdrawals will be processed within 3 business days. It's been almost a month and I still haven't received my withdrawal. I've reported the problem with delayed withdrawals on the chat many times. Unfortunately, the chat always wrote the same thing, that they understand my frustration, that they apologize, that my funds are safe and will definitely be withdrawn, that they reported the problem and asked for additional patience. Unfortunately, the problem with the withdrawal continues to this day. This was my first deposit at this casino and I have never withdrawn funds from it before. My account did not require verification. I played slot games for real money. Please help me get my money back. As i see that many players complain about delays in withdrawals and unfortunately it seems that this is standard at this casino so I need yours help.

Dear sebek,

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.

• Could you please share the screenshot of your withdrawal request?
• Could you please share screenshots of your communication with the casino regarding the issue?

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,

Tomas

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Unfortunately I dont have any saved chat convertations, but they always wrote the same thing. Here is a screenshot of my withdrawal request at 7/12/2024. Please, make this screenshot private.

Thank you very much, sebek, for providing the necessary information. 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.  

Dear sebek,

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 provide clarification regarding this case?

Thank you in advance,

Mirka

Dear sebek,

Thank you for your patience. Kindly be informed that the delay of your withdrawal is due to the fact that you should finish the verification of your gaming account first, we would kindly ask you to go to your verification tab in your account menu and upload the requested documents in there.

Best Regards

Kingmaker Team

I'm sorry, but that's not true. The delay was not due to the alleged need to verify the account. I submitted the request for withdrawal of funds at 7/12/2024 and I can certainly say that at least until the end of december there was no need for verification. Your consultants apologized me many times and informed me that the delay was due to the large numbers of withdrawal request. You probably want verification now because I informed your consultant on LC that I gonna make a complain against you at Casino Guru - and I did.

But ok, if you're really want my verification now, I will send to your email my ID, selfie and internet bill as proof of my residence.

I have just sent all needed documents to your email address kyc@kingmaker.com

Dear sebek,

Could you please confirm, if there has been any update in your verification process?

Nope. As per the above comment from the casino representative and also as suggested by live chat I sent the necessary documents to kyc@kingmaker.com.

Strange, after sending the document I received a reply from kyc@kingmaker.com to send the documents and if I have any questions or problems to contact live chat. I wrote to live chat again and they told me to send the documents to support@kingmaker.com. I wrote that I could do that but I had already sent them to kyc@kingmaker.com as suggested by live chat earlier. Then they told me to wait. I have a transcript of this chat. It's a mess and strange thing for me.

I'm still waiting for my payment. It's been over 6 weeks. I don't think I'll get my money back.

Dear Kingmaker Casino,

Could you please confirm, if you have received the player's verification documents?

Thank you.

Dear All,

Please be informed that as we had mentioned in our previous post we need the customer to upload his documents thought his verification menu in his account menu and not to send them on email.

Kindly note that we are still waiting on for ID, selfie photo with ID against background of our website and proof of address document in PDF, such as a utility bill, bank statement or any government issued documents.

We would kindly ask the customer to go to his account menu , than verification tab and upload the requested documents in there.

Best Regards

Kingmaker Team

Again, this is not true. First, they lie that the delay in the payment is due to perform verification, which was not the case at all because the withdrawal request was made on 7/12/2024. You requested verification relatively recently. In your terms and conditions, you have that you process the payment within 3 business days. Second, they lie about the KYC. In accordance with what I wrote and in accordance with LC, I sent the documents by email. I did this because I have a little problems loading them on the website. On the website in your "help center" you also have it mentioned that anybody can send documents by email and contact LC if have any questions. That's what I did and that's what I was informed about on LC. You don't follow your own regulations. I will also post a screenshot from your website. I will also mention that I also have recorded the last conversations with LC, which recommends that I need to send the documents by email, as well as that I will receive all information by email. Meanwhile, I do not receive any information. This is clearly a delay game and looking for more excuses not to process my payment.

Dear sebek,

Please try to upload the verification document through verification menu if possible, since it seems to be the casino's preferred way. Could you please make a screenshot of the verification section, to see, what the problem might be?

Thank you.

I wrote that I have a problem with adding docs through the platform. Photos are not loading. I do not know what the problem is with accepting my documents via email. Especially since the casino has in its regulations that this is an alternative method. Live chat also instructed me in this way. Just accept them and that's it. I can also send them to u Mirka. I hope it's safe.

Dear sebek,

Could you please forward me the e-mails with the verification documents to miroslava.d@casino.guru for review?

Thank you.

Sure. I sent u email.

And now they closed my account! Thanks for help!

Dear Kingmaker Casino,

Could you please clarify, why the player can not submit the documents through e-mail, and why his account has been blocked?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Kindly be informed that customer gaming account was closed with the following Terms and Conditions that he had agreed on when creating his gaming account with us.

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

We hope this clarify the situation for you.

Best Regards

Kingmaker Team

LOL! You don't sound serious! I sent the docs to you via email according to your T&C from your own website. Live chat support also told me to send the docs via email. I mentioned that I had problems attaching them on your platform. We even wrote here in the topic and you knew it! That's why I chose another, alternative way of sending according to your terms and rules. All just to block my account and not withdraw my funds. It's circus!

Dear Kingmaker Casino,

Could you please clarify, why the player's documents submitted by mail could not be sufficient for verification? Which verification documents were accepted, and which one are still missing?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all

Thank you for your patience.

Please note that we had never received any documents from the customer and the kyc email the customer had used to reach us is not the one that we receive emails or documents.

We had decided to resume customer verification and to give him one more chance to verify his gaming account therefor  would kindly ask him to send us the documents at support@kingmaker.com

We need the following documents : ID/selfie + POA+ Selfie ID AOS

We hope this clarify the situation for you.

Best Regards

Kingmaker Team

I sent the docs. Check your mail and accept it!

Dear sebek,

Have you been able to send the requested documents to the mentioned e-mail address? Have you received any reply from the casino?

I sent all docs via mail. I still didnt receive my money.

Dear sebek

We still need you to provide selfie photo of yourself holding in hands your passport or any other government ID (i.e. driver license) against the background of our site.

Kindly note that we had also send you an example screenshot to your email , so please send us the requested document so we can finish your verification.

Best Regards

Kingmaker Team

Dear sebek,

Have you been able to send the mentioned photo to the support e-mail?

Yes. I sent all to the support email.

Dear sebek

Please be informed that we are still waiting for the selfie photo of yourself holding in hands your passport or any other government ID (i.e. driver license) against the background of our site.

Please note that you had not replied to our email and there is no new emails on your side , we had also send you a screenshot example how to take the photo.

Please provide us with the requested document so we can finish the verification process

Best Regards

Kingmaker Team

I did it. I sent selfie with my id.

Dear sebek

You need to provide us with selfie photo of yourself holding in hands your passport or any other government ID (i.e. driver license) against the background of our site.

You had send us selfie with ID not on the background of the website.

Best Regards

Kingmaker Team

Dear sebek

Have you been able to provide the casino with the mentioned photo? If you believe your photograph meets the requirements and it gets rejected, feel free to send it to my email.

Thank you.