KingdomCasino.io - プレイヤーのアカウント確認が遅れています。

This has been a terrible experience. I deposited €150, received a bonus, wagered it, and requested a withdrawal of €1000. I immediately received an email asking for documents for KYC verification, which I sent 3 days ago. My account still hasn’t been verified, even though the website says the process takes 48 hours.

Whenever I contact the chat , I get the same response, and they never reply to emails. On TrustPilot, almost all positive reviews are fake, while the only genuine ones are negative, just like mine.

Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Important Notice:

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

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas,

Thank you for getting back to me. I can wait as long as needed, but I already know what usually happens with these kinds of casinos. Only later did I realize that they do not accept players from Sweden, which makes me wonder – if that’s the case, how was it possible for them to accept my registration and deposit? The system should have blocked me right after I entered my Swedish address.

I just want to warn other players not to end up in the same situation as I did. I’ve already read about many people experiencing the exact same problem.

Best regards

Hello Sheung,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

If an online casino accepts players from a restricted country, it should also pay out their winnings. Since registration appears to work from Sweden, and there are no obvious obstacles to prevent that, we'll try to assist you.

Could you please share any updates regarding the results of your verification or payout?

Please let me know.

Dear Sheung,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru