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
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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 Casino Guru to reply
6d 15h 11m 12s
Case summary
8 hours ago
Public
Public
5 days 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.
Automatic translation:
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5 days 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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5 days 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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10 hours 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
Casino Guru is examining the case
