Kingmaker Casino - El jugador afirma que el pago se ha retrasado.

Hello,

I withdrew 1000e and the amount is still being processed even though they promise 1-3 days. I have contacted customer service and by email, they always apologize and promise but it is still "under review".

I hope you can help me get my money.

Hei,

Nostin 1000e ja summa on edelleen käsittelyssä vaikka lupaavat 1-3päivää. Olen ottanut yhteyttä asiakaspalveluun sekä sähköpostilla, aina vain pahoitellaan ja luvataan mutta edelleen on "tarkistuksessa".

Toivottavasti voitte auttaa minua saamaan rahani.

Dear Teemuz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

10.6 and the withdrawal is still "in review" however the kyc process is not required but they are checking something else. Frustrating.

10.6 ja nosto on edelleen "tarkistuksessa" kyc-prosessia ei kuitenkaan vaadita vaan tarkistavat jotain muuta. Turhauttavaa.

Dear Teemuz,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, nothing new has happened. Still waiting on status and verification. No need to do KYC verification though.

Hei, ei ole tapahtunut mitään uutta. Edelleen odottaa tilassa ja tarkistuksessa. KYC-tunnistusta ei tarvitse tehdä kuitenkaan.

Dear Teemuz, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

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

Have you contacted the casino to make sure that they don't need any documents or information from you?

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

Of course, I mean I haven't made any withdrawals before. Without a bonus and the casino hasn't said I need anything. I've been in contact every day asking how the withdrawal is going or how I can speed up the process. No real answer to anything.

I sent you an email, do you need more?

Kind regards,

Teemu

Tottakai, Eli en ole tehnyt aiemmin nostoja. Ilman bonusta eikä casino ole ilmoittautunut minun tarvitsevan mitään. Olen ollut päivittäin yhteydessä ja kysellyt miten rahan nosto etenee tai miten voin nopeuttaa prosessia. Ei mitään oikeaa vastausta mihinkään.

Lähetin sähköpostia teille, tarvitseeko lisää?

Ystävällisin terveisin,

Teemu

Dear Teemuz, has your withdrawal request been processed?

Hey, it hasn't been processed yet.

Hei, ei ole käsitelty vieläkään.

Thank you very much, Teemuz, 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.

Thank you 🙏

Kiitos 🙏

Dear Teemuz,

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 contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Kingmaker Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi, today I made my first payment of 500 euros! For the first time, I think I'll get my money.

Hei, tänään oli laitettu ensimmäinen 500e maksuun! Ensimmäistä kertaa uskon saavani rahani.

Dear Teemuz,

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.

Hi, the problem has been solved for kingmaker casino. Skrill has now rejected it and I haven't received the money in my account yet so now I'm waiting for skrill.com to respond 😅 But the withdrawal has been completed. Thank you! I believe this sped up the withdrawal.

Hei, ongelma on ratkaistu kingmaker casinon puolesta. Skrill on nyt hylännyt enkä ole saanut rahoja tilille vielä joten nyt odotan skrill.com vastausta 😅 Mutta kotiutus on kuitenkin suoritettu. Kiitoksia teille! Uskon että tämä nopeutti nostoa. 

Dear Teemuz,

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,

Martina Bennett

Casino.Guru