Kingmaker Casino - プレイヤーの撤退が遅れています。

Hello,

I won a jackpot at Kingmaker in August.

Since then, I've been trying to get my money. According to their terms and conditions, I can only withdraw €500 three times in one week based on my level, which I did. After several attempts via chat and email to support, I keep getting responses like "Please be patient, etc."

I've already written to the license operator, but there's no way to file a complaint there, so I haven't received a response. I'm turning to you now, hoping for some help.

I am attaching a recording of one of the chats that always follows the same pattern.

Best regards

Hallo,

ich habe im August einen Jackpot bei Kingmaker gewonnen.

Seit dem versuche ich mein Geld zu kommen. Laut ihren Geschäftsbedingungen kann ich laut meinem Level in 1 Woche nur 3x500€ auszahlen lassen, dies habe ich auch gemacht. Nach mehreren Versuchen per Chat und auch per Mail an den Support, bekomme ich immer nur Sätze wie "Bitte haben sie etwas Geduld usw."

Ich habe auch schon den Lizenzbetreiber angeschrieben, aber man kann dort keine Beschwerde einreichen, daher keine Antwort, weshalb ich mich nun an euch wende und hoffe hier auf Hilfe.

Im Anhang sende ich eine Aufzeichnung eines der Chats die immer im selben Schema ablaufen.

Mit freundlichen Grüßen

Dear Sinclair, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Kingmaker Casino. 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? 
•  Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 

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, 

Katarina

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,

I've been playing at Kingmaker for a while, and withdrawals are always canceled.

Verification is not required according to Kingmaker

And the withdrawal method is the same as the deposit method.

Attached is a screenshot of the verification and another excerpt from today's chat.

Kind regards

Hallo,

Ich spiele seit längeren bei Kingmaker, Auszahlungen werden immer storniert.

Die Verifizierung ist laut Kingmaker nicht erforderlich

Und die Auszahlungsmethode ist die selbe wie bei der Einzahlung.

Im Anhang der Screenshot der Verifizierung und ein weiterer Auszug des heutigen Chats.

MfG

Hello Sinclair,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Sinclair,

thank you for your reply and your patience.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please resend the screenshots from your previous message, as they were too blurry to read.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Sinclair,

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.

Hello,

Why extended? Unfortunately, I can't find a question for me or an answer to my last answer, or a link to my communication history with Kingmaker.

I communicate with them almost every day, but I always get the same answers.

mfg

Hallo,

warum verlängert, ich finde leider keine Frage an mich bzw. Antwort auf meine letzte Antwort, bzw. Zusendung meines Kommunikativen Verlaufs mit Kingmaker.

Ich kommuniziere fast jeden Tag mit denen, aber bekomme immer die selben Antworten.

mfg

Thank you very much, Sinclair, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@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 Sinclair,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Kingmaker Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Sinclair,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawal request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Moreover, we would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

Thank you for your patience and understanding.

Kind Regards,

Kingmaker Casino Team

Hello, there's nothing here about a processing time. I requested €1,500 for withdrawal, and €50 is currently on its way. €1,000 has been canceled.

mfg

Hallo, hier steht aber nichts von einer Bearbeitungszeit. Ich habe 1500€ zur Auszahlung angefordert, mittlerweile sind 50€ auf dem Weg. 1000€ sind storniert worden.

mfg

Dear Sinclair,

Kindly note that your withdrawal request for the amount of 500 EUR has been completed.

Furthermore, please be informed that your prior withdrawal requests were canceled by the provider and not by our end.

You are welcome to submit a new withdrawal request.

Kind Regards,

Kingmaker Casino Team

That's a lie from Kingmaker. I didn't cancel anything. That was the case with the last withdrawal, too.

Das ist eine Lüge von Kingmaker, ich habe nichts storniert. Das war bei der letzten Auszahlung auch.

Dear Sinclair,

Thank you for your message.

Kindly note that the previous withdrawal requests were cancelled by the provider, not by our end or by your end.

You may now proceed to submit a new withdrawal request at your convenience.

Kind Regards,

Kingmaker Casino Team

Hello, it's so difficult to get my money. I've requested a withdrawal again and now I have to wait weeks for the money to arrive. I still have a lot in my account, and it will take a while again until I have my money in my personal account.

Hallo, es ist so mühsam mein Geld zu bekommen. Habe wieder Geld zur Auszahlung angefordert und kann jetzt wieder Wochenlang warten bis das Geld kommt. Habe noch eine Menge auf meinem Konto und das wird wieder dauern bis ich mein Geld auf meinem persönlichen Konto habe

Dear Sinclair,

please keep us informed when you receive any of your funds.

Dear Sinclair,

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,
Jana
Casino.Guru