Kingmaker Casino - 決済が遅延しているとのクレームがあります。

On Tuesday, a cleared winning was paid out. Contact was made via chat, and it was confirmed that the money would be paid out today at the latest. Documents were not required. This was also confirmed. Today (Friday), the payout was canceled without reason. This is likely a common practice to entice players to gamble away their winnings. This was clearly intentional behavior. When I indicated that I wanted to close the account, I was threatened with the loss of my funds.

Dienstag wurde ein freigespielter Gewinn ausbezahlt. Es gab per Chat Kontakt aufgenommen, es wurde bestätigt, dass das Geld ausbezahlt wird, spätestens heute. Dokumente wären nicht nötig. Auch das war bestätigt. Heute (Freitag) wurde die Auszahlung ohne Grund storniert. Vermutlich die übliche Praxis, Spieler zum verspielen der Gewinne zu verleiten. Vorsätzliches Verhalten eindeutig erkennbar. Als ich abgab das Konto schließen zu wollen wurde mir mit dem Verlust des Guthabens gedroht.

Dear Heiderich,

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


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.

The casino's behavior is intentional. Please help.

das Verhalten des Casinos ist vorsätzlich. Bitte um Hilfe

Further attempts to contact the casino were unsuccessful. An email was not answered, and no explanation was provided via chat as to why the payout had not been made, and a promised response was never received. The money still hasn't been paid out. They're constantly trying to entice me to play with tempting offers. My suspicions are growing. I advise all players to exercise caution at this time.

Weitere Versuche mit dem Casino in Kontakt zu treten blieben erfolglos. Eine Mail wurde nicht beantwortet, auch im Chat wurde keine Auskunft gegeben warum immer noch nicht ausgezahlt ist, eine versprochene Rückmeldung blieb aus. Das Geld ist nach wie vor nicht ausgezahlt. Es wird ständig probiert mich mit Lockangeboten zum Spielen zu bewegen. Der Verdacht spitzt sich zu. Ich rate derzeit allen Spielern zu Vorsicht.

Dear Heiderich, 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?

Could you please share your communication with the casino regarding the canceled 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!

I believe I made a withdrawal several months ago. However, even then, the payment was only made after I filed my complaint.

Both the chat employee and the display on the homepage confirm that no further verification is necessary.

The winnings were collected with a deposit bonus, the conditions were met.

Unfortunately, the casino didn't respond to my chat or email with an explanation as to why it was canceled. It seems very deliberate.

I'll forward the email to you. If this is unsuccessful, I will take legal action against the casino this time, as this is the second time that funds have been deliberately withheld.

Hallo!

Ich bin der Meinung vor mehreren Monaten eine Auszahlung gemacht zu haben. Allerdings wurde auch da erst nach Einreichung der Beschwerde ausbezahlt.

Sowohl der Mitarbeiter im Chat als auch die Anzeige auf der Homepage bestätigen, dass keine erneute Verifizierung nötig ist.

Die Gewinne wurden mit einem Einzahlungsbonus gesammelt, die Bedingungen erfüllt.

Leider hat das Casino weder im Chat noch auf meine Email mit einer Begründung warum es storniert wurde reagiert. Es scheint sehr vorsätzlich.

mich leite Ihnen die Mail weiter. Ich werde sollte das Ganze hier erfolglos bleiben dieses Mal rechtlich gegen das Casino vorgehen, da es zum wiederholten Mal ist, dass Gelder absichtlich nicht bezahlt werden.

I've sent you the chats. They also contain a promise of payment for last Saturday at the latest, which was not kept.

Ich habe Ihnen die Chats gesendet. Hier ist auch ein Zahlungsversprechen für spätestens letzten Samstag vorhanden, welches nicht eingehalten wurde.

Dear Heiderich, have you been able to find out why your withdrawal was canceled?

Do you currently have a pending withdrawal in your casino account? If yes, please confirm the exact date you submitted the request and the current status of that withdrawal as shown in your account.

Hello!

No. The casino has still not provided a reason. The money is in the deposit account.

I now expect an independent payout from the casino.

Hallo!

nein. Nach wie vor wurde vom Casino kein Grund mitgeteilt. Das Geld ist auf dem Wertkonto.

ich erwarte vom Casino nun eine eigenständige Auszahlung.

Dear Heiderich, just to clarify the current situation — since you mentioned that the money is still in your account, could you please explain why you haven’t submitted a new withdrawal request?

Is it because:

• The system does not allow you to request another withdrawal,
• Or have you made an agreement with the casino that they will manually process the payout,
• Or is there another reason?

Why should I submit a new application if the first one was rejected without reason and there is no response to emails?

Warum soll ich einen neuen Antrag stellen, wenn der erste grundlos abgelehnt wurde und auf Mails nicht reagiert wird?

Dear Heiderich, it would be best to try submitting a new withdrawal request, because currently there’s nothing for the casino to process if you haven’t submitted any active withdrawal.

Also, please confirm whether you are trying to withdraw using the same payment method that you used for your deposit.

Hello!

At your request, I withdrew again. I also used the same withdrawal method as before.

However, since the casino had already promised the binding payout last Saturday and still canceled the payout without reason, nothing will happen again without clear words from you.

Hallo!

auf ihren Wunsch hin habe ich erneut ausgezahlt. Auch habe ich wie zuvor dieselbe Auszahlungsmethode verwendet.

Da das Casino aber die verbindliche Auszahlung bereits vergangenen Samstag zugesagt hatte und trotzdem grundlos die Auszahlung storniert hat, wird ohne deutliche Worte von Ihnen wohl wieder Nichts passieren.

Unfortunately, the withdrawal has once again been denied for no reason. Ten days have passed since the first withdrawal attempt.

I will now inform Visa and Mastercard about this dubious behavior.

Leider wird erneut die Auszahlung grundlos nicht bearbeitet. Seit dem ersten Auszahlungsversuch sind 10 Tage vergangen.

Visa und Mastercard werden über dieses unseriöse Verhalten nun von mir informiert.

Thank you very much, Heiderich, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 Heiderich,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why player´s withdrawal keep being rejected?

Thank you in advance for providing the information.

The withdrawal was just processed without comment – after Casino Guro intervened – and the money was sent. Thank you for your support!

Die Auszahlung wurde soeben - nachdem sich Casino Guro eingeschaltet hat - kommentarlos bearbeitet und das Geld gesendet. Vielen Dank für eure Unterstützung!

Dear Heiderich, that´s wonderful!

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru