The player from North Rhine-Westphalia had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player had expressed dissatisfaction with the casino's customer service and suspected fraudulent activities. We had advised the player to be patient and allow up to 14 days for withdrawals to be processed. However, due to the player's lack of response to our follow-up inquiries, we were unable to continue the investigation and therefore had to reject the complaint.
Kingmaker Casino - Withdrawal of player's winnings has been delayed.
Amount: €450
Kingmaker Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Good Day,
On the morning of April 30th, I requested a withdrawal of €450.00. Just a few minutes later, I was unable to cancel it. When I inquired, I was told it was already being processed.
Since then, I have only been given empty promises. More than 3 business days have passed and it is still "in process". The customer service representatives seem overwhelmed and keep using the same excuse "I have forwarded this to the finance department". My complaint email has so far gone unanswered.
Automatic translation:
Public
Public
6 months ago
Dear Hoss76,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
6 months ago
Hi,
I was told by the incompetent customer service yesterday, that the money will be on my bank account today...nothing happens, no money on my account, still "in progress"! They lie, they cheat - this betting company does have no right whatsoever to exist!
With all your respect, I understand your point but when you get constantly kicked out of the live chat, you receive no help...well, that's sound to me like a huge scam, don't you think?
