Kraken Casino - El pago del jugador se retrasa y el soporte no responde.

This is by far the worst casino I have ever played at. I've been waiting for over a month for my 300€ payout. It's been shown as confirmed and paid by the casino for many weeks now, yet I've received nothing. Communicating with the casino is practically impossible (the chat doesn't address any questions, likely using bots) and they simply don't respond to emails. I requested the payout via USDT (the only withdrawal method available at the casino, despite many deposit options being offered). It's a mystery to me how such an evidently bad casino can have such a high rating.

Das ist wohl das mit Abstand schlechteste Casino auf dem ich je gespielt habe. Ich warte seit über einem Monat auf meine Auszahlung von 300€. Diese wird schon seit vielen Wochen als bestätigt und bezahlt vom Casino angezeigt. Ich habe allerdings nichts erhalten. Die Kommunikation mit dem Casino ist quasi unmöglich (im Chat wird null auf die Fragen eingegangen, handelt sich wohl um Bots) und auf emails antworten sie einfach nicht. Ich habe die Auszahlung per USDT beantragt (einzig mögliche Auszahlungsmethode des Casinos, obwohl viele Einzahlungsmethoden verfügbar sind). Es ist mir ein Rätsel wie ein so objektiv schlechtes Casino ein so hohes Rating haben kann.

Hello Michaell21,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kraken Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, I have been verified for 2 months. The winnings come from real money. I may have received a deposit bonus. It has been 2 months now.

I tried to tell the casino that I had not received the payout via USDT, but to no avail, there was no response.

Ja, bin seit 2 Monaten verifiziert. Die Gewinne stammen aus echtem Geld. Evtl. habe ich einen Einzahlungsbonus erhalten. Es ist jetzt schon 2 Monate her.

Ich habe versucht dem Casino mitzuteilen dass ich die Auszahlung per USDT nicht erhalten habe. Aber aussichtslos es gab keine Antwort darauf.

Hello Michaell21,

Would it be possible to forward a screenshot from the withdrawal tab from the casino and the communication between you and Kraken Casino to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Hello Nick,

Here is a screenshot of the transaction history. Here you can see the payout of €300 which I never received. There is no communication with the casino as the casino has not responded to me to date.

Hallo Nick,

hier ist ein Screenshot des Transaktionsverlauf. Hier ist die Auszahlung von 300€ zu sehen welche ich nie erhalten habe. Kommunikation mit dem Casino gibt es nicht, da mir das Casino bis heute noch nicht geantwortet hat.

Thank you Michaell21 for all the information provided so far. As we need further information from the casino, I will be forwarding your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Michaell21,

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 Kraken Casino representative to join this conversation and participate in resolving this complaint.

Dear Kraken Casino,

Could you 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.

The player was paid their winnings (300 EUR) in full a month ago. Screenshots from the payment system and confirmation of the transaction in the crypto network confirm this.

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Dear Kraken Casino,

Thank you for the provided evidence.

Hello Michaell21,

Could you double-check the crypto address if you have received the funds?

I'll be awaiting your reply.

Hello Stefan,

I checked it on the blockchain and it is true that the casino paid out. However, I still do not have access to this cryptocurrency (the money just does not appear in my account). I do not use the currency and do not want to waste any more money.

The casino only offers 2 withdrawal methods, credit card and USDT Tron. I don't use either and I want to receive my remaining money (1300€) the same way I deposited it (Litecoin). I don't understand why the casino offers more deposit methods and so few withdrawal methods, it's misleading.

Hallo Stefan,

ich habe es auf der Blockchain überprüft und es stimmt, dass das Casino ausbezahlt hat. Allerdings habe ich noch immer kein Zugriff auf diese Kryptowährung (das Geld wird einfach nicht auf meinem Konto angezeigt). Ich benutze die Währung nicht und möchte nicht noch mehr Geld verschwenden.

Das Casino bietet nur 2 Auszahlungsmethoden an, Kreditkarte und USDT Tron. Ich benutze beide nicht und möchte mein restliches Geld (1300€) so erhalten wie ich es eingezahlt habe (Litecoin). Ich verstehe nicht waeum das Casino mehr Einzahlungsmethoden anbietet und so wenige Auszahlungsmethoden, das ist irreführend.

Dear Kraken Casino,

Is it possible for the player to withdraw the funds via Litecoin?

I'll be awaiting your reply.

The client could have withdrawn funds in any other cryptocurrency if they had initially created a crypto account in the casino. Additionally, the client can check in advance (before making a deposit) where they will be able to withdraw their funds.

Furthermore, before filing a complaint claiming we didn’t process the withdrawal, the player could have checked the crypto network to verify if the transaction exists or asked our support team about it. They could also have inquired about withdrawal methods and other details. However, the client did none of this and simply filed a complaint.

Dear Kraken Casino,

Thank you for your response and the information provided.

What options does the player currently have to withdraw their funds?

I'll be awaiting your reply.

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.

On the website, you can view all withdrawal options, which remain unchanged. The client also mentioned that there is a withdrawal option (specifically for EUR currency) to a card and USDT

USDT Tron and credit card are the only withdrawal options although there are over 20 different cryptocurrencies as deposit methods. I don't have a credit card and USDT Tron doesn't seem to work with my wallet (the money still doesn't show up). I want to withdraw in Litevoin or any other cryptocurrency.

USDT Tron und Kreditkarte sind die einzigen Auszahlungsmöglichkeiten obwohl es über 20 verschiedene Kryptowährungen als Einzahlungsmethoden gibt. Ich habe keine Kreditkarte und USDT Tron funktioniert offenbar mit meinem Wallet nicht (das Geld wird mir immer noch nicht angezeigt). Ich möchte in Litevoin oder irgend einer anderen Kryptowährung auszahlen.

Hello Michaell21,

The only option via crypto is the USDT(TRX-20)? Would you be able to create another USDT(TRX-20) wallet and withdraw the funds there?

I'll be awaiting your reply.

I think I found the problem why it didn't show up for me. I requested another withdrawal with USDT.

Ich denke ich habe das Problem gefunden warum es mir nicht angezeigt wurde. Ich habe eine weitere Auszahlung mit USDT beantragt.

Hello Michaell21,

Please let me know once the withdrawal is processed.

I'll be awaiting your reply.

The casino is no longer accessible to me. I have not received my money and cannot request any further withdrawals. Stefan, can you still access the Kraken Casino website?

Das Casino ist für mich nicht mehr erreichbar. Ich habe mein Geld nicht erhalten und kann keine weiteren Auszahlungen beantragen. Stefan, kannst du die Website von Kraken Casino noch aufrufen?

Hello Michaell21,

Yes, the casino is accessible, and it looks like it is fully operating. Is your problem with the casino persisting?

I'll be awaiting your reply.

It looks like the casino is no longer accessible from Germany. However, I was able to access it using a VPN and request my next withdrawal.

Wie es aussieht ist das Casino nicht mehr von Deutschland erreichbar. Ich konnte aber mit einem VPN zugreifen und meine nächste Auszahlung beantragen.

Hello Michaell21,

Thank you for your response and the information provided.

Please let me know once the withdrawal is processed.

I'll be awaiting your reply.

Dear Michaell21,

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.

Unfortunately, I am still waiting for the next payout

Ich warte leider immer noch auf die nächste Auszahlung

Hello Michaell21,

Could you please confirm whether the withdrawal is still being processed or if it has already been completed? You can paste the screenshot from your cashier here or you can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

My withdrawal request from 06.01 has still not been confirmed (see screenshot)

Mein Auszahlungsantrag vom 06.01 wurde immer noch nicht bestätigt (siehe Screenshot)

Dear Kraken Casino,

Could you comment on the situation?

I'll be awaiting your reply.

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.

The clients withdrawal requests have been processed and paid.

I can confirm that both withdrawals have been processed. €400 is still in my account.

Kann bestätigen, dass die beiden Auszahlungen bearbeitet wurden. 400€ sind noch auf meinem Account.

Hello Michaell21,

Do I understand the situation correctly that the issue has been resolved? May I close the complaint as resolved?

I'll be awaiting your reply.

OK, I would reopen the complaint if I didn't receive the remaining €400. Thank you!

Na gut, ich würde dann die Beschwerde wieder eröffnen sollte ich die restlichen 400€ nicht wrhalten. Danke euch!

Dear Michaell21,

We're glad to hear that your issue has been resolved. We'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, 

Stefan, Casino.Guru