Kingmaker Casino - A retirada do jogador foi adiada.

I had requested a withdrawal of my winnings of 80 euros on the 19th of March. They made me wait and did not pay me, saying that the request was with the financial department. Today, on the 3rd of April, after 20 days, the request was declined. So, no money. Today, I have again requested for the withdrawal of my 80 euros and I am filing a public complaint with you.

Ho richiesto il prelievo di una vincita di 80 euro in data 19 marzo. Mi hanno fatto aspettare e non mi hanno pagato dicendo che la richiesta era al dipartmento finanziario. Oggi 3 aprile dopo 20 giorni la richiesta risulta declinata. Quindi niente soldi. Oggi ho richiesto di nuovo il prelievo dei miei 80 euro e propongo un pubblico reclamo con voi.

Dear angeladm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

welcome to customer service.

I invite you to check the verification status of your game account in the dedicated area of your personal page.

However, I inform you that any failure to confirm receipt of the documents sent via the site and their verification does not affect your gaming activity on our site!

In fact, to make deposits, request withdrawals and play it is not necessary to send any documentation in advance!

In any case, I confirm that your account does not currently require any verification by our Financial Department. Your response from the live chat support, this is the 1st and last withdrawal with your not very serious company.

benvenuto al servizio clienti.

La invito a controllare lo stato della verifica del suo account di gioco nell'area dedicata della sua pagina personale.

Tuttavia la informo che l'eventuale mancata conferma di ricezione dei documenti inviati tramite sito e dell'avvenuta verifica degli stessi non inficia la sua attivita' di gioco sul nostro sito!

Infatti, per effettuare i depositi, richiedere prelievi e giocare non é necessario inviare preventivamente alcuna documentazione!

Le confermo in ogni caso che al momento il suo account non necessita di alcuna verifica da parte del nostro Dipartimento Finanziario. VS risposta della assistenza chat live, trattasi di 1 ed ultimo prelievo con la vostra società poco seria.

Thank you for your reply, angeladm. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

1 This is the first withdrawal.

2 I did not proceed with the verification because the live chat support as I forwarded it to me replied that it was not necessary for the Finance Department. 3 This is not a bonus win, but real money.

1 Si tratta del primo prelievo.

2 Non ho proceduto alla verifica perché l assistenza chat live come le ho inoltrato mi ha risposto che non era necessario per il Dipartimento Finanziario. 3 Non si tratta di una vincita con bonus, ma di soldi reali.

 Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much, angeladm, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear angeladm,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Kingmaker Casino representative to join this conversation.

Dear Kingmaker Casino,

Could you please clarify the situation for us?

Thank you in advance,

Mirka

Dear Customer,

Thank you for reaching out. We have contacted the relevant team regarding your withdrawal and we will get back to you as soon as the withdrawal is processed. We appreciate your patience!

Best Regards,

Kingmaker Team

Dear Customer,

As your withdrawal was canceled by the provider, we kindly request you to send us your bank details via email (support@kingmaker.com) for manual withdrawal:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Thank you for understanding!

Best Regards,

Customer Service

Can I trust this request?

Mi posso fidare di questa richiesta?

Dear angeladm,

Feel free to share the requested information with the official support contact of the casino. Just be cautious in the future, if someone requests your passwords from you, or an unknown contact requests personal information.

I sent the coordinates as per your indication

Ho inviato le coordinate come da vostra indicazione

I just received the payment. Thank you very much, I will give you good publicity

Ho appena ricevuto il pagamento. Grazie mille, vi farò buona pubblicità

Dear angeladm,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru