The player from Austria had experienced delayed withdrawals from Kingmaker Casino despite having submitted the required verification documents. The casino had promised to process the payment within three days, but had failed to do so. The player had also had to repeat the withdrawal process due to a €500 reversal. After several exchanges and a period of waiting, the player had finally received her money. The casino had apologized for the delay, citing the complexity of their process. The issue had then been marked as resolved by our team.
Kingmaker Casino - Player’s withdrawal has been reversed and delayed.
Amount: €1,400
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
I initiated a withdrawal of 500€ on March 19, followed by another 500€ on March 20, and an additional 400€ on March 23. I cannot verify my account as the information indicates that there's no need for verification. On March 23, I made a request to the support center, asking when the payment will finally be processed. They promised that it would be within 3 days, but I have yet to receive a response. I just noticed that there has been a reversal in my withdrawal of 500€, which was re-credited to my account - I had to request the withdrawal again. The total silence from their end seems rather suspect. Yes, I have also submitted my passport and a selfie for verification. It's really frustrating.
Automatic translation:
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7 months ago
Hello Gluecksmaus,
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 it's your first ever withdrawal request? 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?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Yes, I have requested a withdrawal once and I was not playing with any bonus. I wrote an email to support but got no reply. Today I wrote to chat and they advised me to use a different withdrawal method because there could be problems with withdrawals with Skrill. However, they did not tell me that and instead cancelled my second withdrawal - without giving any reason. The question is whether he was really telling the truth in chat or was just trying to put me off? I currently have 1 withdrawal pending with Rapid Transfer for 500, another for 400 and today another for 400 via bank transfer. As I said, my first request was on March 19th but has now been cancelled and it will probably take forever again. Terrible. But the website says within 3 days - and that's your information, you should stick to that, right?
Automatic translation:
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7 months ago
Hi @Gluecksmaus,
We're sorry you're having trouble with withdrawal.
Can you please confirm that this email i************k@gmail.com is the one you used for your player account? This will help us understand what is this issue about.
Sincerely,
Kingmaker Team
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7 months ago
Dear Kingmaker Casino,
Can you please advise if you've been able to locate the player's account and give us some update regarding the case?
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7 months ago
Translation
Today they transferred €500 back to my account without telling me why the withdrawal was not approved???? I've had enough of it!!! I now only have 2 withdrawal requests, 1x400 and 1x500, both of which I have used bank transfer as the withdrawal method. It's been like this since March 19th, at first nothing happens and then the withdrawal is simply cancelled after 2 weeks - why??????
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7 months ago
Hi @Gluecksmaus,
We're glad the payment finally came. We are sorry for the wait, but the whole process is quite complex on our side and sometimes it takes a little more time than usual. Let us know if we can help with anything else.
Kind regards,
Kingmaker Team
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7 months ago
Dear Gluecksmaus,
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
