Kingmaker Casino - O pagamento do jogador foi atrasado.

Hello dear Casino Guru Team,

Unfortunately, I also have a complaint about the lack of processing of my withdrawal from Kingmaker Casino. According to the website, KYC is not required. I've been a user since 2024 and have already made several withdrawals (always without significant delays).

I've submitted a withdrawal request for €300.00 on June 22, 2025. I know the 14-day period doesn't end until April 7, 2025. However, similar to another complaint, I assume this request won't be processed. I'm asking for your support in this case as well. Thank you. Katja

Hallo liebes Casino Guru Team,

leider auch in Bezug das Kingmaker Casino eine Beschwerde über die fehlende Bearbeitung meiner Auszahlung. KYC lt. Website nicht erforderlich, seit 2024 Nutzer, bereits mehrere Auszahlungen getätigt (diese immer ohne große Verzögerungen).

Antrag auf Abhebung am 22.06.2025 in Höhe von 300,00 Euro. Ich weiß, die 14 Tage sind erst am 07.04.2025 um. Aber analog einer weiteren Beschwerde, gehe ich auch hier davon aus, dass keine Bearbeitung zu erwarten ist. Ich bitte um Unterstützung auch in diesem Fall. Vielen Dank. Katja

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Of course, I mean July 7, 2025 - that would be the 15th day after the application.

Ich meine natürlich den 07. Juli 2025 - das wäre dann der 15. Tag nach Antragstellung.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Dominika, no, no payout has been made. I received only one response to my last three emails. Standard—high order volume, etc.

LG Katja

Hallo Dominika, nein keine Auszahlung erfolgt. Auf meine 3 letzten Mails habe ich 1 Antwort erhalten. Standard- hohes Auftragsaufkommen usw.

LG Katja

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to make sure that no verification is really required?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello Dominika,

I have sent everything I have by email.

Kind regards

Katja

Hallo Dominika,

ich habe alles mir vorliegende per Mail versandt.

Freundliche Grüße

Katja

Hello, yesterday I contacted both customer service and the casino's complaints department. I haven't received a response from the complaints department yet. However, customer service gave the same explanation as always, and of course, or unfortunately, the withdrawals haven't been processed. This is absolutely incomprehensible. The requests have been pending for 17 days.

I'll forward the answer by email. Best regards

Hallo, ich habe mich gestern zum einen an den Kundenservice und zum anderen an die Beschwerdestelle des Casinos gewandt. Von der Beschwerdestelle habe ich bislang keine Antwort. Allerdings vom Kundenservice- Begründung wie immer und natürlich, oder leider, keine Bearbeitung der Auszahlungen. Es ist absolut unverständlich. Die Anträge sind seit 17 Tagen in der Bearbeitung.

Die Antwort leite ich per Mail weiter. LG

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Thank you

Vielen Dank

Hello katja041075, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Kingmaker Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

We apologize for the inconvenience.

Please be informed that your request has been passed to the relevant team, and it is currently being reviewed. We will keep you updated as soon as we receive any further information.

Thank you for your understanding and patience.

Kind regards,

Kingmaker Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear katja041075,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej