KingdomCasino.io - El jugador experimenta problemas de acceso tras completar el proceso KYC.

Hello, the entire KYC process was completed and confirmed today, so the payout should be processed further. Now I suddenly can't access the site anymore. Attached is the email confirmation of the successful KYC.

This whole thing feels exactly like my complaint with iWildCasino.

Hallo, heute wurde das komplette kyc Verfahren abgeschlossen und bestätigt, dadurch sollte die Auszahlung weiter bearbeitet werden . Jetzt komme ich auf einmal nicht mehr auf die Seite, anbei die Bestätigung per email für das erfolgreiche kyc .

das ganze fühlt sich genauso an wie meine Beschwerde mit iwildcasino

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sukram1978,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Please, send emails or chat transcripts to my email: petra.h@casino.guru or post screenshots directly to this thread.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Have you made any successful withdrawals from the casino in the past?

• NO

Did you achieve your winnings using a bonus?

• Yes, a deposit bonus that was fully converted into cash.

Could you please send me your communication with the casino regarding the delay? Please send emails or chat logs to my email address: petra.h@casino.guru Or post screenshots directly in this thread.

• Most of it has already been posted, here's something more recent.

Haben Sie in der Vergangenheit bereits erfolgreiche Auszahlungen vom Casino vorgenommen?

• NEIN

Haben Sie Ihre Gewinne mithilfe eines Bonus erzielt?

• Ja einzahlungsbonus der aber komplett umgesetzt wurde

Könnten Sie mir bitte Ihre Kommunikation mit dem Casino bezüglich der Verzögerung zukommen lassen? Bitte senden Sie mir E-Mails oder Chatprotokolle an meine E-Mail-Adresse: petra.h@casino.guru Oder posten Sie Screenshots direkt in diesem Thread.

• meiste wurde ja schon gepostet, hier nochmal was aktuelles

Access to the site is fully restored, so the only remaining issue is the delayed payout.

Der Zugriff auf die Seite ist wieder voll zugänglich, es geht also nur noch um die verzögerte Auszahlung

Every casino uses the same tactic: delay the withdrawal as long as possible, hoping you'll cancel it and start playing again.

bei jedem Casino die gleiche Masche, so lange wie möglich hinauszögern, in der Hoffnung das man seine Auszahlung storniert und wieder anfängt zu spielen

Thanks for the information provided and for the updates.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

The payment has been processed since November 12th. Nothing is happening.

Die Auszahlung ist seit 12. November in Bearbeitung . Es tut sich einfach nichts .

At any reputable casino, games that cannot be played with a bonus are blocked.

Or if the stake is too high, you can't play, with the message that the bonus is too high. I would at least like to get my deposit back without having to wager it again.

bei jedem seriösen Casino werden die Spiele die man mit Bonus nicht spielen Darf gesperrt,

oder wenn der Einsatz zu hoch ist kann man nicht spielen mit dem Hinweis das der Bonus zu hoch ist. Ich möchte wenigstens meine Einzahlung zurück bekommen ohne das ich diese jetzt nochmal umsetzen muß

Dear Sukram1978,

Thank you very much for the clarification. To be certain, I have also checked the bonus T&Cs:

"7.16. The maximum allowed bet for wagering the bonus is 2 EUR.

Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

To confirm:

• Could you please clarify whether you breached the maximum bet rule as claimed by the casino? If you believe that you did not violate this rule, could you please provide your game history with a link to the specific bonus that you redeemed and played so we can review it? You can post it directly to this thread or to petra.h@casino.guru.
• If there is any other relevant communication between you and the casino, please send it as well.

Thank you

Unfortunately, I can't check because my game history isn't displayed. I don't even want the bonus anymore; I just want my €359 deposit back without having to wager it. According to the terms and conditions, players from Germany aren't allowed, so if I win now, the withdrawal will surely be rejected next on the grounds that players from Germany are prohibited. So please help me get my requested withdrawal of €359 (my deposit) processed. Thank you.

I've also received threats to close my account because I mentioned I'd filed a complaint with Casino Guru, specifically that such threats could lead to account closure. Unfortunately, I didn't take a screenshot of this (in the live chat).

leider kann ich nicht nachschauen da mir der spielverlauf nicht angezeigt wird. Ich möchte auch garnicht mehr den Bonus haben, ich möchte nur meine 359 Euro die ich eingezahlt habe wieder haben, ohne diese durch spielen umsetzen zu müssen, denn laut agb sind Spieler aus Deutschland nicht zulässig, also sollte ich jetzt noch gewinnen, wird die Auszahlung als Nächstes sicher mit der Begründung abgelehnt das Spieler aus Deutschland verboten sind. Also bitte helft mir das meine aktuell angeforderte Auszahlung über 359 Euro ( das meine Einzahlung war) ausgeführt wird . Danke

Mir wurde auch schon gedroht den Account zu schließen da ich erwähnt habe das ich eine Beschwerde bei Casino Guru hinterlegt habe, mit dem Wortlaut. Solche Drohungen könne zur Schließung des Accounts führen. Leider habe ich davon keinen Screenshot gemacht. (Im livechat)

Dear Sukram1978,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barborka (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Since my withdrawal was cancelled again with the explanation that I had to wager it once, I played again and won 900 euros. I'm going to make another withdrawal now; let's see what reason they give for not being able to pay it out this time.

So da meine auszahlung wieder storniert wurde mit der Begründung ich müsse es 1 mal umsetzen habe ich jetzt nochmal gespielt und 900 Euro gewonnen. Ich werde jetzt noch einmal eine Auszahlung tätigen, mal sehen was jetzt für eine Begründung kommt das sie es nicht auszahlen können.

Hello Sukram1978,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sukram1978,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora