King's Chip Casino - プレイヤーの撤退が遅れています。

I requested a withdrawal on April 21st, and was advised it can take 7-21 business days to be processed. That timeframe came to an end on 22nd May and my money is still ‘being processed for withdrawal’. I use the chat feature on the site daily and speak solely to a lady called ‘Fiona’ who assures me the delay is due to high volume of requests. I do not believe this and would like to know when I will receive my money - this is not a few pennies I am waiting on, £750 is a huge sum of money to me.

Dear Simoliver83,

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?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Hello,

I can confirm that no withdrawals have been successfully made from the site.

I am up to date with KYC and fully verified.

The winnings were accumulated via my own funds and not bonus money.

thanks

Their company policy apparently means they can’t share internal comms or case details with third parties, which is their excuse for not communicating with you in regards to complaints. This is what I have just been told on their live chat.

Thank you very much, Simoliver83, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of King's Chip Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Simoliver83,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the King's Chip Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear King's Chip Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear Simoliver83,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Romi