Kings Chance Casino - Withdrawal of player's winnings has been delayed.

I did withdrawal on 13 November as after requesting a withdrawal of R2200 on that page it was written I'll receive money after 5 days I did another R2000 withdrawal on the 17 November 2023

These amounts approved by manager

Their live chat isn't opening and I send many emails but no response

Below is my prove of request and approved

Dear branyikosr,

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

Dear branyikosr,

Have you received your withdrawal from the casino yet?

No.

Even today I've not received any money from kingschance

Thank you for your reply, branyikosr. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Yes

Yes what? Please note that I asked you three questions in my previous message. All requested information is essential and if you wish to proceed with this complaint I would like to kindly ask you to take your time to answer each of them. Thank you.

I got free spins then I won then did 2000 and 2200 the transaction says approved

And you still have not answered all my questions. I would like to emphasize that if you fail to cooperate, I will be forced to close this complaint. Thank you for your understanding.

No I haven't made successful withdrawal before

I have passed kyc verification

I have accumulated my winning through active bonus

Thank you very much, branyikosr, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, branyikosr!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have decided to give the casino 7 more days, as we have information, that their representative is not fully available for responding during holidays. branyikosr, thank you for your patience!

Greetings all,

Apologies for the delay, I have been out for the holidays. I reviewed the situation and the maximum cashout value of the free chip in play at the time of the win was R750. The requested withdrawal was denied and the maximum cashout amount was returned to the player account as the chip was only valid with a subsequent deposit and there had yet to be a cash deposit to the casino. This happened once again when the balance was played up once again, the non-cashable amount was removed then the cashable balance returned to the player account. The remaining balance was then played to zero. There are no longer any available funds in the casino as they have been played.

I hope this clarifies things.

Best wishes,

Nick and Kings Chance

There's 2000 that I withdrawn but still not received

We are still awaiting response from the casino representative, so I set the timer for 7 more days.

Greetings all,

The most important point here is that there are no longer any funds in the system to withdraw, everything has been played back into the casino. Had there been a confirmation deposit the withdrawal could have gone through at the maximum amount of R750 however there is no longer anything left to confirm or withdraw. The funds have been played by the player.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Kings Chance

That's not true I did withdrawal and it says approved this casino

This casino isn't real

Hello, branyikosr!

Firstly, we have received the proof that you have played your funds away. This leaves me no other choice, but to reject your complaint.

Secondly, your winnings derived from the no-deposit bonus that had maximum cashout limit and verification deposit requirement. In such cases we request from the casinos that they implement some kind of warning, ideally, a pop-up message, which is shown before taking the bonus and before attempting the withdrawal, that contains short exempt from the rules about such requirements. This is our recommendation to all operators on the market, that want to increase the level of transparency and fairness in the industry.

Do you have any more comments, that you would like to add?

Unfair because amount I have withdrawal has approved

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.