Kingmaker Casino - Player’s withdrawals are delayed and account verification is problematic.

i started playing at this casino since August, I had done several transactions with them without any particular problem except for delays in withdrawals.

The problem started on September 17th when I earn 1650 euros and i request 3 withdrawals, 150 euros, 500 euros, 500 euros and 500 euros.. the casino proceed succesfuly to withdrawl of the 1st 500 euros since then they cancel my 2nd request of withdrawal of 500 euros on the pretext that I have to identify the account.. I send all the documents that they asked me and all of them succesfuly verified (identity card, home address, credit card, account transactions, selfies).. a few days passed and they asked me to send a bank statement from 01.08 to 23.09.. I send it and the next day a withdrawal of 500 euros is made.

so i was sure that after they proceeded with the payment, everything was fine..however, 4 days passed and the other withdrawals have not taken place..in discussions with them they tell me that I have to send a bank statement of my debit card with which I have never made any transactions with this casino.. I wondered and asked them how is something like this possible? then with a considerable delay (4 days) they replied that they actually want a bank statement of the card I was actually using which I had sent several days before.

My complaints and questions are as follows: 1. I have been waiting since September 17 for 4 payments and only 2 has been made..

2. how is it possible for them to proceed with payment and delay the others under the pretext that verification is pending.

3. by what right did they ask me for details of my other card from another bank that I never used with them? what is hiding behind this?

I am at your disposal to provide you with proofs and screenshots related to this casino

thank you casino guru in advance

Hello stavmano,

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 since when is your account fully verified?
• 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 any withdrawal to be processed.

Regards,

Nick

First of all, thank you for the prompt response

- my account has been verified since September 23 and this is sure beacause they have done succesfully withdrawal of my 2nd request of 500 euros on 25th of september, however, they asked me for an additional bank statement, which I have also uploaded 4 days ago

- no bonus was used for winnings

- the last time I contacted them was today when I asked them to inform me what is happening with the withdrawals and they admitted to me that the account is fully identified and the withdrawals will proceed normally and not to worry but as you understand there is great insecurity for this casino.

if you wish i can send you all printscreens with all of the transactions with them, documents with all of the deposits that i have done to them and mails or messages that they admit that my account is verrified but they hold my withdrawals

dear Nick,

the whole problem is identified in the verification and indeed in the verification of the transactions.

in this particular casino I have made exactly 16 deposits exclusively and only from a revolut card (which has also been identified). i have sent to them bank statement from 01.08- 27.09 of my credit card and statements one by one for every deposit to this casino from my card.

Yesterday they explained to me that they want to identify another card of mine from another account of mine ( that i never deposit to this casino) that I have and i reload my account at revolut.

this sounds for me very strange and i dont know also if it is legal.

Anyway i send this statement also to them and i am waiting for reply.

all of these strange things are happenning now 15 days its very difficult to communicate with them..you can find them easily in live chat but

they don't have enough knowledge to help you

Dear stavmano,

I hope you're doing well.

Could you please confirm if I understand correctly that the casino has details of your card, which is linked to a different account? Is there a possibility that you or a family member may have held an account with this casino in the past?

Feel free to forward the communication with the casino to nikolas.b@casino.guru for further review.

I look forward to your response.

Best regards,

Nick

no, dear Niko, you got confused like me... first of all ..nobody except me use my account on this casino and i never used credit card or visa card that doesnt belong to me.

I'll explain again: 

in this casino I have made exactly 16 deposits and only from a Revolut card which obviously belongs to me... I inform you that this card has been verified and I have also sent an official statement of all the deposits.

the casino asks me to verify another card (logically they found it from the statement of revolut transactions) which also belongs to me but I have never made deposits or withdrawals in this casino...ever!

I just used this card to fund my account at the revolut bank..

and I wonder if this is normal??is it normal to ask me to verify another credit card that i never use in this casino..its my right to transfer money from my diferrent bank accounts..and what if i transfer money from 25 different accounts of mine to my revolut bank account they would ask me to verify all of them??

Dear stavmano,

Basically it is as they need to know that the card belongs to you. If it would not, they could suspect the the funds you used to deposit were not yours but owned by somebody else (if the other card would belong to a different person).

I would recommend to forward the requested documents and give it a week for them to process it.

Let us know in case of any update.

Regards,

Nick

dear Niko, thank you for your information.

i follow your advise and i sent them all the documents and finally they confirmed that my account is fully verified.

but they still are holding my withdrawal that is pending from 24 of september so please dont close the case until they finaly pay my earnings!

Dear Stavmano,

I'm glad to hear that your account has been successfully verified. Please be aware that it may take some time for the payout to be processed after verification is complete. Kindly let us know within a week if there are any further delays.

I look forward to your response.

Kind regards,

Nick

Dear Niko,

The casino paid all my funds.

You can close the case.

Thank you for everything!

Dear stavmano, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru