Kingmaker Casino - La retirada del jugador se ha retrasado.

I requested the withdrawal of a significant sum of 1051€, a meaningful win for me as I seldom play, let alone double my money. I made the withdrawal request, but after only ten days, my account was flagged for review. No one has contacted me, and my attempts to communicate via telegram and email remain unanswered. The live chat support is pointless because they always give the same response and abruptly end the chat. My simple assumption is that they aim to keep my winnings because they were substantial. If my likely theory holds true, then this is clearly subject to fraud allegations. I would strongly advise against using this casino.

Ho richiesto il prelievo di ben 1051€, e stata una bella vincita, non gioco spesso, anzi quasi mai e sono riuscito a raddoppiare i soldi. Ho richiesto il prelievo ma dopo die giorni mi hanno messo l'account in revisione. Nessuno mj ha contattato o provato tramite telegram e email ma nessuno risponde, la chat live di assistenza è inutile perché dicono sempre la stessa cosa e ti chiudono la chat in faccia. Il mio pensiero è banalmente che ho fatto una grande vincita e vogliono tenersi i miei soldi. Se la mia teoria molto probabile é vero allora allora e soggetta ovviamente a denuncia per frode. Non vi consiglio PER NULLA questo casino.

Dear Calogero_tornabene,

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?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Yes, I made other withdrawals which were all successful.

Yes, I passed all the tests.

I didn't use bonus balances and I didn't have any active bonuses.

Si ho fatto altri prelievi andati tutti a buon fine.

Si ho superato tutte le verifiche.

Non ho usato saldi bonus e non avevo attivo nessun bonus.

Thank you for your reply, Calogero_tornabene. When did you make the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

The last withdrawal was about 20 days ago and it took them less than 48 hours to process it.

I chose the same withdrawal method that I use to load the money, i.e. a Visa and MasterCard credit card. I always used the same one.

L'ultimo prelievo circa 20 giorni fa e ci hanno messo meno di 48H ad elaborarlo.

ho scelto come metodo di prelievo lo stesso che uso per caricare i soldi ovvero una carta di credito visa e mastercard. Ho usato sempre lo stesso.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Greetings. I focused on table games, roulette.

I leave attached here the photos of the meaningless conversations in which they say that they have no assistance for this reason and you have to contact them via email. I contacted them everywhere and it's been 25 days now and I haven't received a response.

Salve. Mi sono concentrato sui giochi da tavolo, roulette.

Lascio qua allegate le foto delle conversazioni senza senso in cui dicono che non hanno assistenza per questo motivo e devi contattarli tramite email. Io li ho contattati ovunque e sono passati ormai 25 giorni e non ho ricevuto risposta.

Thank you very much, Calogero_tornabene, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello Calogero_tornabene,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kingmaker Casino representative to join this conversation and participate in resolving this complaint.

Dear Kingmaker Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out! Please be informed that a chargeback was requested for one of the customer's deposits. Accordingly, the account of the customer was closed in accordance with the following point of the Terms and Conditions, accepted by the customer upon registration:

6.4 By making a deposit, you grant the Company the permission to debit from your balance any fines or dues in connection to your activity, as provided by the Terms or the applicable law. You also agree to avoid charging back the deposited funds, annulling the deposits, and agree to compensate the Company for the costs associated with the chargebacks and recalls.

We hope this helps clarify the case and actions taken.

Best regards,

Kingmaker Team

Hi, the cancellation was made when I recharged the account and after a week you still hadn't debited the money, I canceled the cancellation as soon as you recharged the money (€100). Can I kindly get my active account back to withdraw the money I won on your casino site? I didn't violate anything, I canceled everything and what's more I always played respecting the rules of the games. Can I kindly get my €1051 back? It's not a small amount of money and you're keeping it for no reason, you didn't even notify me and sent me a reason via email as to why you closed my account, you didn't do anything at all. I want to get my money back and if possible the account reopened because basically I didn't do anything, I just requested a refund because at the beginning you didn't want to credit me for the money you took from me, after a few weeks you realized that it had really been accredited.

Salve, lo storno e stato fatto quando ho ricaricato il conto e ancora dopo una settimana non mi avevate addebitato i soldi, ho annullato lo storno appena mi avete ricaricato i soldi (100€). Posso gentilmente riavere il mio conto attivo per prelevare i soldi che ho vinto sul vostro sito di casinò? Non ho violato nulla ho annullato tutto e in più ho sempre giocato rispettando le regole dei giochi. Posso riavere gentilmente i miei 1051€? Non sono pochi soldi e ve li state trattenendo senza motivo, non mi avete neanche avvisato i mandato un motivo tramite email del perché mi avete chiuso il conto, non avete fatto proprio nulla. Io voglio riavere i mie soldi indietro e se possibile il conto riaperto perché di base non ho fatto nulla, ho solo richiesto un rimborso perché all'inizio non mi volevate accreditare i soldi che mi avevate preso, dopo qualche settimana avete capito che erano stati veramente accreditati.

Among other things, €1051 seems like a lot to me as a "fine", the fine you use as an excuse @kingmaker is not valid because the request I made was 100% legitimate and because I then canceled it.

Tra l’altro 1051€ mi sembrano tanti come "multa", la multa che usate come scusa @kingmaker non e valida perché era lecita al 100% la richiesta che avevo fatto e perché poi la ho annullata.

Hello Calogero_tornabene,

Please be aware that initiating a chargeback is a serious breach of the casino's terms and conditions and overall is classified as fraud. I am afraid that we cannot force the casino to pay the funds after such fraudulent activity. I can only suggest you to be more patient next time and wait for the funds to be processed by the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.