Kingmaker Casino - La retirada del jugador se ha retrasado.

Hello,

I requested a payout on March 24, 2026, which has not yet been processed.

Verification has not yet been requested by the casino, which is why it has not been completed. Support is stalling, stating that there are currently delays in the finance department and that one should be patient.

Greetings, Florian

Hallo,

ich habe am 24.03.26 eine Auszahlung beantragt welche bisher nicht bearbeitet wurde.

Eine Verifizierung wurde vom casino bisher nicht gefordert, weshalb diese nicht vollzogen wurde. Der Support vertröstet einen mit der Antwort dass es gerade Verzögerungen in der Finanzabteilung gibt und man sich gedulden soll.

Grüße, Florian

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 PasoBet,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for the quick reply. Here are my answers:

- No payment had been made previously.

- The winnings were achieved without an active bonus.

Attached is the screenshot of the withdrawal request.

Best regards, Florian

Hallo Kristina,

Vielen Dank für die schnelle Antwort. Hier meine Antworten:

- Es wurde davor keine Auszahlung getätigt.

- Die Gewinne wurden ohne aktiven Bonus erzielt.

Anbei der Screenshot der Auszahlunganfrage

Viele Grüße, Florian

Thank you very much for your reply, PasoBet. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, I have forwarded the email correspondence to the email address you provided.

Hallo, Ich hab den Email Verkehr an die von Ihnen angegeben Mail Adresse weitergeleitet.

Dear PasoBet,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear PasoBet,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Kingmaker Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Kingmaker Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Kingmaker

Dear PasoBet,

Thank you for the patience.

We kindly inform you that the relevant department inform us that they request documents regarding your verification.Please check it and provide the documents.

Kind regards,

Kingmaker

Hello,

All requested documents were accepted except for the transaction history.

I need to upload two documents for verification (the history itself and confirmation that it is my card), which doesn't work via the upload function in the app.

For this purpose, I submitted the transaction history and additional confirmation from my payment provider. I also sent the documents to support@kingmaker.com sent.

Support has confirmed receipt and review of the documents (Request No: 49024819).

The submitted documents are the only evidence my payment provider can provide; here is my payment provider's response that this verification practice is common and has been sufficient for other customers:

"Dear Florian Pasler,

Thank you for contacting Skrill customer support.

If a merchant requires confirmation of a customer's prepaid card and/or a specific payment made with that card, we advise our customers to download their transaction history from their account for the relevant day (this is possible for up to one year retrospectively). We also provide an official document that clearly proves card ownership. This procedure has been in place for some time and is running smoothly. Customers then forward the card confirmation and transaction history to the merchant, thus resolving the issue. Unfortunately, it is not possible to make exceptions, change the procedure for individual customers, or provide a new type of document that is not currently offered.

We hope you find this information helpful.

Best regards,

Galina"

Additionally, I'm also posting screenshots of both here.

Thank you for the review.

Greetings

Hallo,

Alle geforderten Dokumente wurden angenommen bis auf die Transaktionshistorie.

Ich muss für den Nachweis 2 Dokumente hochladen (Historie selbst und die Bestätigung, dass es sich um meine Karte handelt), was über den Upload in der App nicht funktioniert.

Hierzu habe ich die Transaktionshistorie + die zusätzliche Bestätigung meines Zahlungsdienstleisters eingereicht. Zusätzlich habe ich die Dokumente an support@kingmaker.com gesendet.

Der Support hat mir den Erhalt und die Prüfung der Dokumente bestätigt (Anfrage Nr: 49024819).

Die eingereichten Dokumente sind die einzigen Nachweise die mein Zahlungsanbieter bereitstellen kann, hierzu noch die Antwort meines Zahlungsanbieters, dass diese Praktik zur Verifizierung gängig ist und bei anderen Kunden ausreichend war:

"Sehr geehrte/r Florian Pasler,

Vielen Dank, dass Sie mit der Kundenbetreuung von Skrill in Kontakt getreten sind. 

Wenn ein Händler eine Bestätigung über eine der Prepaidkarten des Kunden und/oder über eine bestimmte Zahlung mit dieser Karte benötigt, raten wir unseren Kunden den Verlauf vom jeweiligen Tag selbst vom Konto herunterzuladen (bis ein Jahr rückwirkend ist das für ihn möglich) und stellen wir zusätzlich ein offizielles Dokument bereit, das den Kartenbesitz eindeutig beweist. Diese Prozedur ist bei uns schon lange eingeleitet und wird reibungslos geführt und verwendet. Die Kunden leiten danach die Kartenbestätigung und den Verlauf dem Händler weiter und somit wird das Anliegen gelöst. Es besteht leider keine Möglichkeit Ausnahmen zu machen, die Prozedur für einzige Kunden zu ändern oder eine neue Dokumentenart bereitzustellen, die nicht angeboten wird.

Wir hoffen, Sie finden diese Information hilfreich.  

Mit freundlichen Grüßen,

Galina"

Zusätzlich stelle ich auch hier Screenshots beider

Vielen Dank für die Prüfung.

Grüße