HomeComplaintsKingmaker Casino - Player unable to withdraw funds after account closure.
Kingmaker Casino - Player unable to withdraw funds after account closure.
Amount:
€500
Kingmaker Casino
Safety Index:High
Safety Index
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Submitted:
04 May 2024
|
Resolved : 12 May 2024
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
The player from Spain had experienced delays in processing a withdrawal of 500 euros. The casino's customer support had confirmed that the account was closed, but the player hadn't received any communication or explanation regarding the withdrawal. Upon intervention by the Complaints Team, the player had provided information about the registration date, the games he had played, and his lack of a bonus. After several days and continued communication with the Complaints Team, the player confirmed that he had finally received his withdrawal. The Complaints Team then closed the case as 'resolved'.
The player from Spain had experienced delays in processing a withdrawal of 500 euros. The casino's customer support had confirmed that the account was closed, but the player hadn't received any communication or explanation regarding the withdrawal. Upon intervention by the Complaints Team, the player had provided information about the registration date, the games he had played, and his lack of a bonus. After several days and continued communication with the Complaints Team, the player confirmed that he had finally received his withdrawal. The Complaints Team then closed the case as 'resolved'.
I withdrew 500 euros last 04/28. I have only delayed the matter and today they blocked or closed my account.
I have sent them an email to explain to me and they do not answer.
I just want my money and then close the account at this casino that I have not received good treatment.
Annex one of the latest chat conversations:
Chat with Hercules, a kingmaker employee
They can
pay me the withdrawal of 500 euros.
I have sent an email but they do not answer.
Can you tell finance or accounts to answer me and explain what is happening?
Chat started
Closed the account, not the issue. sorry
Hercules joined the chat
Hercules
Hello, my name is Hercules, I welcome you to our Customer Service and I will be really happy to assist you!
Would you mind waiting a few minutes while I review this?Show original
Thanks for waiting!
Your request has already been sent to the Finance team, please. It will be processed on Monday as withdrawals are not processed over the weekend.Show original
They have closed my account. Why?
At least they reply to the email I sent and I rest assured that they will make the withdrawal on Monday.
Hercules
Apologies but this was due to the Administration's decision.Show original
And after paying them they can close the account if they want
But what about my money?
Please let me know that you can explain my situation to me.
Write a message here...
Casino.Guru:
Screenshot from the player:
Retiré el pasado día 28/04 500 euros Solo he obtenido largas al asunto y hoy me han bloqueado o cerrado la cuenta.
Les he puesto un correo para que me expliquen y no contestan.
solo quiero mi dinero y cerrar después la cuenta de este casino que no he recibido buen trato.
Anexo una de las últimas conversaciones por chat:
Chat con Hércules empleado de kingmaker
Pueden
abonarme el retiro de 500 euros.
He puesto un correo pero no contestan.
Puede decir a finanzas o cuentas que me conteste y explique que pasa?
Chat iniciado
Cerrado la cuenta,no la cuestión.disculpe
Hercules se unió al chat
Hercules
Hello, my name is Hercules, I welcome you to our Customer Service and I will be really happy to assist you!
¿Te importaría esperar unos minutos mientras reviso esto?Mostrar original
¡Gracias por esperar!
Su solicitud ya se envió al equipo de Finanzas, por favor. Se procesará el lunes ya que los retiros no se procesan durante el fin de semana.Mostrar original
Que me han cerrado la cuenta.Porque?
Por lo menos que me contesten al correo que he enviado y me quedé tranquilo de que el lunes me efectúan el retiro
Hercules
Disculpas pero esto se debió a la decisión de la Administración.Mostrar original
Y después de pagarle que cierren la cuenta si quieren
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 advise how long ago you registered your account and if you’ve completed the account verification successfully?
Which games you’ve been playing (live casino games, slots, or sports betting)?
Were your winnings accumulated with or without an active bonus, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dear Vvvaaa67,
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 advise how long ago you registered your account and if you’ve completed the account verification successfully?
Which games you’ve been playing (live casino games, slots, or sports betting)?
Were your winnings accumulated with or without an active bonus, please?
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Vvvaaa67, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Vvvaaa67, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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