The player from Spain had reported that he had requested two withdrawals a week prior but hadn't received the funds yet. He had claimed that the casino's customer service merely advised him to wait and he had documentation of the transactions and conversations. We had advised him that withdrawal processing could take up to 14 days and might have been delayed due to unfinished KYC verification or a high volume of withdrawal requests. However, the player ceased responding to our messages, so we were unable to proceed with any further investigation or provide potential solutions. The complaint was therefore rejected due to lack of communication from the player's side.
Kingmaker Casino - Withdrawal is not being processed for player.
Amount: €500
Kingmaker Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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7 months ago
Translation
I made two withdrawals one week ago, one for 130 and another for 370, both on the same day. After a week and contacting the casino's customer service, nothing has been resolved. They consistently tell me that I must wait. I have screenshots of everything (conversations and withdrawals). I feel that I'm being scammed. Please help me, thank you.
Automatic translation:
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7 months ago
Dear Hpaul194,
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,
Petronela
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7 months ago
Translation
Thanks, I'll be back with news next week
Automatic translation:
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7 months ago
Hello Hpaul194,
Have there been any developments since our last conversation, please?
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7 months ago
Dear Hpaul194,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
