KingPari Casino - O jogador ainda não recebeu os seus prémios.

The casino hasn't been withdrawing funds since March 26, 2026. First, they checked my account for money laundering, then they started reporting technical issues with the payment provider. Although previously, two withdrawals were processed within the 24-hour timeframe, as per the regulations. I've been waiting for the withdrawal for six days.

Казино не выводят деньги с 26 марта 2026г, сначала они проверяли аккаунт на отмывание денег, потом стали писать, что у них технические проблемы с платежным провайдером. Хотя до этого два вывода были в срок 24 часа по регламенту. Жду вывод 6 дней.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear dianasss,

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 dianasss,

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.

Здравствуйте. Никаких изменений нет. Постоянно пишу на почту, но получаю один и тот же ответ-

Dear Diana,

Thank you for reaching out to us.

Your withdrawal requests are currently in progress and are being actively processed by our team. Please rest assured that every effort is being made to complete them as quickly as possible. We sincerely appreciate your patience and understanding.

If you have any questions, please feel free to contact us.

Best regards,

Kingpari Support Team

Dear dianasss, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hello.

There were two withdrawals each within 24 hours.

Verification completed

I received the winnings with my own money without a bonus.

I played slots at the casino.

These are the kinds of answers they give all the time.

Здравствуйте.

Два вывода было в течении суток каждый.

Верификация пройдена

Выигрыш получила на свои деньги без бонуса

Играла в казино, в слоты

вот такие ответы они дают постоянно

And this is something new they sent. Money laundering? What nonsense?

А вот это что то новое прислали. Отмывание денег? Что за бред?

Dear dianasss,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

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

Dear KingPari Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear dianasss,

We would like to inform you that your account has been closed following recent updates to our internal policies.

As a Canadian-operated online casino, we are no longer able to provide services to players located in certain jurisdictions, including the Russian Federation. This decision is based solely on compliance requirements and does not relate to your account activity.

Regarding your balance, any eligible refund will be processed up to the total amount you have deposited. If your withdrawals to date are equal to or exceed your total deposits, no refund will be applicable.

If you have any questions, please feel free to contact our support team.

Thank you for your understanding.

I think this is unfair. You change the terms during the withdrawal process.

Я считаю это не справедливо. В процессе вывода средств вы меняете условия.

Dear dianasss,

Thank you for sharing your feedback -we’re truly sorry for the experience you’ve had.

We’d like to gently clarify that our team followed standard procedures in line with our current policies.The review was related to the location your account was registered from, as it falls under a restricted jurisdiction for us as a Canadian casino.

At the same time, we can confirm that the amount already withdrawn exceeds your total deposits, meaning you remain in a positive balance overall.

We appreciate your understanding and remain here for you if you’d like us to clarify anything further.

Kind Regards

I passed verification, and you didn't mention a word about me being in a jurisdiction that's restricted to me as a Canadian casino. You accepted deposits and withdrew money. As soon as the withdrawal amount turned out to be slightly higher, you immediately changed the rules. I don't think that's a huge amount for a casino. Let's part ways on good terms, and you'll just pay out my winnings.

Я прошла верификацию, и вы ни слова не написали, что я нахожусь в юрисдикции, ограниченной для меня как для канадского казино. Принимали депозиты и выводили деньги. Как только сумма на вывод оказалась чуть больше, то вы сразу изменили правила. Я считаю, что для казино это не такая большая сумма. Давайте разойдемся по хорошему и вы просто выплатите мой выигрыш.

Dear KingPari Casino,

Thank you for your response.

We understand that you have recently updated your internal policies regarding restricted jurisdictions. However, we would like to clarify several important points regarding this case.

According to the information provided by the player, the account was successfully verified, the player was allowed to deposit and actively play, and two withdrawals were processed successfully before this issue occurred. The restriction related to the player's jurisdiction appears to have been raised only after a later withdrawal request.

With this in mind, we kindly ask you to clarify when exactly the player's jurisdiction was identified as restricted and why the account was verified and allowed to deposit and withdraw if the jurisdiction was already restricted. Additionally, please confirm whether the Russian Federation was listed as a restricted jurisdiction in your Terms and Conditions at the time of the player's registration, and indicate the specific clause that supports limiting the refund only to deposited amounts after gameplay and verification had already been allowed.

We would also appreciate it if you could provide any supporting evidence where applicable.

Thank you in advance for your cooperation.

Dear Barbora,

Thank you for your message and for giving us the opportunity to clarify this case in more detail.

We understand why the player may find this situation confusing, particularly as the account had previously passed verification checks and earlier withdrawals were processed successfully. However, we would like to clarify that this was not the result of changing rules during the player’s activity, but of a later compliance review based on information identified through ongoing monitoring.

As with all licensed operators, account verification is not a one-time event completed only at registration or first withdrawal stage. Under Section 5 of our Terms & Conditions (Verification of your age, identity, and other checks), the Company may request further information and carry out additional checks both before and after deposits or withdrawals. These controls form part of our continuing AML and fraud-prevention obligations.

During routine monitoring, we identified activity patterns on this account that were closely similar to several other accounts from the same region created within a short period of time. Based on our internal controls, these similarities required the account to be escalated for enhanced review.

Under Section 11 of our Terms & Conditions (Fraud, illegal and improper use), where there is reasonable suspicion of fraud, collusion, illegal activity, or breach of the Terms, the Company reserves the right to suspend withdrawals, restrict account access, investigate the activity, and close the account where necessary.

This is what occurred in the present case. The player’s final withdrawal request was placed on hold once the account entered enhanced review status.

Previous withdrawals were processed because, at that time, the account had not triggered the risk thresholds or concerns that were identified later during continued monitoring. In practice, certain patterns only become apparent after further activity is assessed together with wider account data.

We would also like to clarify that the action taken was not based solely on the player’s nationality or country of residence. Geographic factors may form part of an overall risk assessment, but the decisive factor in this case was the suspicious activity identified during our internal review.

Additionally, Section 3 of our Terms & Conditions (Your Account) states that the Company reserves the right to deny opening an account or close an existing account, while Section 6 (Depositing and withdrawing funds) confirms that withdrawal requests may be cancelled where fraud or illegal activity is suspected.

For security reasons, we are unable to disclose specific internal detection methods, linked-account analysis, technical markers, or other fraud-prevention tools, as doing so would compromise the effectiveness of those controls. We can, however, confirm that the decision followed an internal compliance review and was not arbitrary.

We hope this clarifies our position, and we remain available should any further information be required.

Kind regards,

KingPari

Dear KingPari Casino,

Thank you for your response and explanation.

However, in order for us to properly assess this case, we kindly ask you to provide supporting evidence of the suspicious or linked activity mentioned. This information may be shared with us privately via email if it contains sensitive details.

Additionally, please clarify the status of the player’s remaining balance and confirm whether the winnings were voided, including the specific Terms and Conditions clause applied.

Thank you in advance for your cooperation.

Dear Barbora,

Thank you for your message.

We appreciate your request for additional clarification. However, we would like to respectfully note that we are unable to disclose detailed supporting evidence related to internal risk assessment, linked account analysis, or activity of other users.

Such information is considered strictly confidential and forms part of our internal fraud prevention and AML monitoring systems. Sharing these details, even privately, would compromise the effectiveness of our security controls and may expose sensitive operational methodologies.

We would like to confirm that the decision in this case was made following an internal compliance review in accordance with our Terms & Conditions.

As previously stated, under Section 11 of our Terms & Conditions (Fraud, illegal and improper use), where there is reasonable suspicion of fraud, collusion, or other prohibited activity, the Company reserves the right to suspend withdrawals, void winnings, and close the account.

Additionally, under Section 6 (Depositing and withdrawing funds), the Company reserves the right to cancel any withdrawal request in the event of suspected fraud or illegal activity.

Regarding the player’s balance, the outcome has been determined in line with the above provisions of the Terms & Conditions following the internal review.

We would also like to reiterate that all relevant information necessary to assess this case has already been provided in our previous communication.

We remain available should any further general clarification be required.

Kind regards,

KingPari

Dear KingPari Casino,

Thank you for your reply.

We fully understand the need to protect your internal systems and fraud detection methods. However, without any supporting evidence, it is not possible for us to independently assess whether the actions taken against the player were justified.

Please note that our complaint resolution process requires sufficient evidence to support claims of suspicious or fraudulent activity. Without such evidence, we are unable to fairly evaluate the case.

We kindly ask you once again to provide relevant supporting documentation or a more detailed explanation of the alleged breach, and to send this information directly to us via email at barbora.p@casino.guru.

If no evidence is provided, we will be forced to close this complaint as unresolved due to insufficient cooperation from the casino, which may negatively affect the casino’s rating.

Thank you for your cooperation.

Dear Barbora,

Thank you for your response and for the opportunity to clarify our position.

We have already provided all information that we are permitted to disclose regarding this matter.

As previously stated, our company applies internal compliance procedures that include manual checks aimed at identifying verified users from restricted jurisdictions, including the Russian Federation. Access restrictions are implemented in accordance with these procedures and our current operational policies.

In this particular case, the AML-related concern served as an additional factor that brought the account under closer review.

We would also like to point out that the player has already withdrawn an amount exceeding their total deposits.

We appreciate your cooperation and the opportunity to explain our actions. At this stage, we have provided all information that we are authorized to share regarding this case.

Kind regards,

Kingpari

Dear KingPari Casino,

Thank you for your response.

We acknowledge your clarification regarding your internal compliance procedures and restricted jurisdictions policy. However, according to the information available to us, the player’s account was previously verified, deposits were accepted, gameplay was allowed, and earlier withdrawals were successfully processed before the account was later restricted.

At the same time, allegations regarding suspicious or AML-related activity were used as justification for withholding the remaining balance and voiding winnings, yet no supporting evidence has been provided despite our requests.

Please understand that without sufficient supporting evidence, we are unable to independently assess whether the actions taken against the player were justified and compliant with fair gambling practices.

We would also like to emphasize that any relevant evidence or supporting documentation may be sent directly to us via email and will remain strictly confidential. Such information would be used solely for the purpose of independently reviewing this complaint and would not be shared publicly or with the player.

We are therefore giving the casino one final opportunity to provide the requested evidence within the next 7 days.

Should no supporting evidence be provided within this timeframe, we may be forced to close the complaint as unresolved due to insufficient evidence from the casino’s side to support the accusations made against the player.

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.

I would like to extend the timer as the casino requested additional time for an internal review of the case.

Dear dianasss,

I am sorry that we were unable to bring this case to a satisfactory resolution.

Throughout our investigation, the casino maintained that its decision was based on the results of an internal compliance review and alleged suspicious activity. However, despite multiple requests and additional time granted for review, the casino did not provide sufficient supporting evidence to allow us to independently assess whether the actions taken against the player were justified.

As a result, we were unable to verify the casino's claims or conduct a fair and thorough review of the case.

Since the burden of proof lies with the casino in such situations, and the requested evidence was not provided, we have no choice but to close this complaint as unresolved due to insufficient evidence from the casino's side.

This outcome will negatively affect the casino's rating. Should the casino decide to provide the requested evidence in the future, we may reopen the complaint and reassess the case.

Thank you for your patience and cooperation throughout the complaint process.

Kind regards,

Barbora

Casino Guru