The player from Greece had requested a withdrawal of €400 more than two weeks ago, but it had not been processed despite the casino's 3-day policy. The customer service responses did not provide any explanation for the delay. After the player submitted a complaint, the casino confirmed that the payment was scheduled. The player later confirmed the receipt of his winnings. We had marked the complaint as 'resolved' in our system, after the player's confirmation of receiving his winnings.
Kingmaker Casino - Player's withdrawal is delayed.
Amount: €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 requested a withdrawal of 400 on 20/03 and I have yet to receive my money. Their policy states a limit of 3 business days. I have contacted customer service multiple times and keep receiving the same response that my request is still being processed, without any explanation for the delay.
Automatic translation:
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7 months ago
Dear Dimidim,
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,
Tomas
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7 months ago
Hi @Dimidim,
Please check you inbox, we sent an update from our support. We'll double it here as well.
"Hi Dimitrinhio,
We just got an answer from our support partner. The payment is scheduled for tomorrow.
If you don't receive it by the end of the day tomorrow, please respond to this email and let me know. Also, i would appreciate it greatly if you could let me know if you received the payment.
Kind regards,
Ella"
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7 months ago
Translation
Good morning finally yes I received the money after 8 days and many attempts with the communication of the company. However, the issue is that it is unacceptable when they have a limit of 3 working days to be so late without even giving any explanation for this delay. I contacted them more than 10 times and they never gave me an answer. I just have to be patient...
Anyway thanks for the help
Automatic translation:
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7 months ago
Dear Dimidim,
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 and Kingmaker Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
