King's Chip Casino - El retiro del jugador se ha retrasado.

I deposited a total of £120 without use of any bonuses and was able to win a total of £1648.

I have now been waiting since 13th February for my withdrawal. I have tried to speak to their online chat and they just say it’s between 7-21 business days. We are now on day 21 and I have heard and received nothing.

I have also tried emailing them with 1 reply from 4 separate emails I have sent them.

i have never received any withdrawal request confirmation. I am getting very concerned I am never going to see the money I rightfully won.

Dear Jake11695,

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?

Could you please share your communication with the casino regarding the 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.

Best regards,

Dominika

Thank you for getting back to me so quickly.

I have not made any successful withdrawals before for this casino.

I have completed all Verification processes available to me and the online Chat confirmed this.

I will email you with the one reply I did receive from their Support email.

regards,

Jake

Hi

I emailed you my screenshots of the conversations I had did you receive them?

I am still waiting for my withdrawal to be complete it has been well past their timeframe and they still aren’t replying to my emails.

Thank you

Jake

Dear Jake11695, can you let me know if you’ve received any updates from them about your withdrawal?

Also, if possible, could you send me a screenshot of your withdrawal request and its current status?

Have you contacted the casino again to confirm whether any additional verification is required on your part?

Did they give you any specific reason for the delay other than the high volume of withdrawals?

Hi Dominika,

I have spoken to them a few times but they seem to have the same automated answers saying that it is due to high volume of withdrawals.

I have asked them multiple times and they have always confirmed that my verification is all complete.

they have only said to me it’s because of a high volume of withdrawals. But it is getting a joke now it’s been a month and a half.

I will email you there screenshots I have.

can you please reply to me to confirm receipt of it.

Sorry I missed one question. They have sent me any update regarding my withdrawal. Only time I have spoken to them is when I have started a live chat.

my concern is that I haven’t even received a confirmation email for my withdrawal.

Thank you very much, Jake11695, 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 Jake11695,

My name is Martina 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 now contact King's Chip Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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.

Hi Martina,

I really doubt that they will reply. I have emailed them multiple times over the last month with no replies.

Thank you for trying.

Hi Jake,

I will keep trying to contact them.. we will see.. you may be right, but we will do your best

Dear Jake,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett