King's Chip Casino - La cuenta del jugador ha sido cerrada.

Hi, I deposited £100 with king chip casino, I won and my a withdrawal of £2200.00. the website says 24-48hrs with fast withdrawals. I asked around my withdrawal as it was never acknowledged which I thought was odd. They advised this can take up to 21 days. I have made some check backs and communicated with them, they have now blocked my account.

Hello laurajsmith3003,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with King's Chip 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?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi,

I am fully verified, I used real money to play and I have managed to speak to them this morning, I am now back into my account, however they are still advising that it's under review and they are checking I played inline with the terms and conditions and I just need to wait

I have since emailed the support email to be advised there is no update and now I am being ignored completely. Not sure how to proceed with his and whether I will actually receive any monies at all!

I have also been on a live chat this evening whereby they had been trying to advise there was a high number of requests, I noted that due me now knowing you could only have 1 pending withdrawal at a time I originally withdrew 1000 then amended this the following morning to my full amount of winnings and the difference in ID request was around 30, I questioned that I didn't feel this be high, unfortunately this is where Nicola cut my of the chat and disconnected me and now I can no longer use the chat facility!

Hello laurajsmith3003,

As advised above, withdrawals may take up to 14 days to be processed so I would recommend to wait only for now.

In case it would take longer than 2 weeks to process it, let us know please and we will try to intervene.

Keep us updated.

Regards,

Nick

I will continue to wait until I hit the 14 day mark which will be next week. Thanks

I have today had a couple of emails from them, 1 confirming my original withdrawal and 1 confirming my original withdrawal of £1000 which was changed to £2200. Not sure whether this is progress, I have emailed back advising this withdrawal was changed as per my withdrawal that is now pending and will see what I get back if anything

Hello laurajsmith3003,

While awaiting, would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

I have sent you an email with some screen shots

Thank you laurajsmith3003 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello laurajsmith3003,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

No developments, just constantly being told the same as everyone else and continuously cut off chats when I ask for updates and information!!

I have just been advised to wait until the 25th as this is 21 days, they have now disabled my chat feature as I questioned their actions and motives, I don't think I will see anything from them unfortunately. 1st time I have ever had issues, will live and learn to do my research first before playing. Such a shame...

You can close this down, I have done some further digging, this is definitely a fake casino, when playing on it the spin number doesn't change, keeps the first 3 digits and last 3 digits Everytime, never going to see money, closed my account. So they don't have details.

Dear laurajsmith3003,

I fully understand your frustration and am sorry you had such an experience with this casino. At the same time however, I would like to ask you to let us continue with the standard complaint procedure, as there might still be a small chance of casino responding to our messages, Alternatively, if the casino doesn't respond in the next 7 days, an unresolved complaint will lower its rating in the database.

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.

Dear laurajsmith3003, 

I am sorry to confirm that since I haven’t received any response from the casino regarding the issue, I cannot continue with the complaint resolution process and am forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.