The player from Germany has been waiting over a month for a confirmed payout of 300€, which has yet to be received. Communication with the casino is challenging, as responses are unhelpful and mostly automated, and only one withdrawal method, USDT, is available despite various deposit options.
Kraken Casino - Player’s payout is delayed and unresponsive support.
Amount: €1,600
Kraken Casino
Safety Index:Very highSafety Index
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9.0
Kraken Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case opened
Current status
Waiting for player to reply
5d 5h 15m 9s
Case summary
2 days ago
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1 month ago
Translation
This is by far the worst casino I have ever played at. I've been waiting for over a month for my 300€ payout. It's been shown as confirmed and paid by the casino for many weeks now, yet I've received nothing. Communicating with the casino is practically impossible (the chat doesn't address any questions, likely using bots) and they simply don't respond to emails. I requested the payout via USDT (the only withdrawal method available at the casino, despite many deposit options being offered). It's a mystery to me how such an evidently bad casino can have such a high rating.
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1 month ago
Hello Michaell21,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kraken Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- 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?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Yes, I have been verified for 2 months. The winnings come from real money. I may have received a deposit bonus. It has been 2 months now.
I tried to tell the casino that I had not received the payout via USDT, but to no avail, there was no response.
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1 month ago
Hello Michaell21,
Would it be possible to forward a screenshot from the withdrawal tab from the casino and the communication between you and Kraken Casino to nikolas.b@casino.guru for further review?
Looking forward to hearing from you.
Regards,
Nick
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1 month ago
Translation
Hello Nick,
Here is a screenshot of the transaction history. Here you can see the payout of €300 which I never received. There is no communication with the casino as the casino has not responded to me to date.
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4 weeks ago
Thank you Michaell21 for all the information provided so far. As we need further information from the casino, I will be forwarding your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 weeks ago
Hello Michaell21,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Kraken Casino representative to join this conversation and participate in resolving this complaint.
Dear Kraken Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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4 weeks ago
The player was paid their winnings (300 EUR) in full a month ago. Screenshots from the payment system and confirmation of the transaction in the crypto network confirm this.
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3 weeks ago
Dear Kraken Casino,
Thank you for the provided evidence.
Hello Michaell21,
Could you double-check the crypto address if you have received the funds?
I'll be awaiting your reply.
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3 weeks ago
Translation
Hello Stefan,
I checked it on the blockchain and it is true that the casino paid out. However, I still do not have access to this cryptocurrency (the money just does not appear in my account). I do not use the currency and do not want to waste any more money.
The casino only offers 2 withdrawal methods, credit card and USDT Tron. I don't use either and I want to receive my remaining money (1300€) the same way I deposited it (Litecoin). I don't understand why the casino offers more deposit methods and so few withdrawal methods, it's misleading.
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3 weeks ago
Dear Kraken Casino,
Is it possible for the player to withdraw the funds via Litecoin?
I'll be awaiting your reply.
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3 weeks ago
The client could have withdrawn funds in any other cryptocurrency if they had initially created a crypto account in the casino. Additionally, the client can check in advance (before making a deposit) where they will be able to withdraw their funds.
Furthermore, before filing a complaint claiming we didn’t process the withdrawal, the player could have checked the crypto network to verify if the transaction exists or asked our support team about it. They could also have inquired about withdrawal methods and other details. However, the client did none of this and simply filed a complaint.
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3 weeks ago
Dear Kraken Casino,
Thank you for your response and the information provided.
What options does the player currently have to withdraw their funds?
I'll be awaiting your reply.
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2 weeks ago
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.
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1 week ago
On the website, you can view all withdrawal options, which remain unchanged. The client also mentioned that there is a withdrawal option (specifically for EUR currency) to a card and USDT
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1 week ago
Translation
USDT Tron and credit card are the only withdrawal options although there are over 20 different cryptocurrencies as deposit methods. I don't have a credit card and USDT Tron doesn't seem to work with my wallet (the money still doesn't show up). I want to withdraw in Litevoin or any other cryptocurrency. 
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1 week ago
Hello Michaell21,
The only option via crypto is the USDT(TRX-20)? Would you be able to create another USDT(TRX-20) wallet and withdraw the funds there?
I'll be awaiting your reply.
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1 week ago
Translation
I think I found the problem why it didn't show up for me. I requested another withdrawal with USDT.
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1 week ago
Hello Michaell21,
Please let me know once the withdrawal is processed.
I'll be awaiting your reply.
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3 days ago
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The casino is no longer accessible to me. I have not received my money and cannot request any further withdrawals. Stefan, can you still access the Kraken Casino website?
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2 days ago
Hello Michaell21,
Yes, the casino is accessible, and it looks like it is fully operating. Is your problem with the casino persisting?
I'll be awaiting your reply.
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2 days ago
Translation
It looks like the casino is no longer accessible from Germany. However, I was able to access it using a VPN and request my next withdrawal.
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2 days ago
Hello Michaell21,
Thank you for your response and the information provided.
Please let me know once the withdrawal is processed.
I'll be awaiting your reply.
Michaell21 has 5d 5h 15m 9s to reply
