Kings of Sport Casino - El retiro del jugador se retrasa.

Hello, I came across this casino after a friend recommended it to me, mentioning he had no trouble with withdrawals. They initially appeared to be licensed, but it seems like their license might have expired. After the system stopped accepting any of my bets despite a winning streak, I decided to withdraw. They requested a three-level verification process, which I successfully completed, but my withdrawal has been stuck under "Reviewing" since 04/12. When I contact them via chat about the withdrawal, I am ignored, and there's no response via email either. I would appreciate it if you could help if possible. Thank you!

Здравейте, попаднах на това казино след като приятел ми го препоръча,който нямаше проблем с тегленето при тях. Изгеждаха и на пръв поглед че са лицензирани, но като че ли лиценза е изтекъл. След като системата спря да ми приема каквито и да са залози и печеливша серия преди това реших да изтегля. Изискаха 3 степенна верификация, която преминах успешно, но тегленето си седи на Reviewing от 04/12 и при контакт на чат бивам игнориран, при питане за тегленето а по емайл изобщо няма отговор. Ще се радвам да ми помогното ако е възможно. Благодаря!

Dear m3cu,

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 the 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, please, let us know and we will intervene and try to help you.

If there will be any adverse developments regarding your withdrawal or account, please let us know sooner and we'll try to assist you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for the reply. I don't believe anything will change on the part of the casino, but I will write soon after 14 days have passed since the withdrawal I requested. See you soon

Благодаря за отговора. Не вярвам нещо да се промени от страна на казиното, но ще пиша скоро след като са измианали 14 дни от заявеното от мен теглене. До скоро

Dear m3cu,

Was your withdrawal processed?

Please let me know about any developments.

Hello

Absolutely nothing is changed. Support still not responding when asked about withdrawal and withdraw is still sitting Reviewing, Cancel? since morning of 04.12 almost 2 weeks now ...

Thanks for your reply.

Could you please share the recent communication between you and the casino with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

hey there,

I was logged out by them with my password unrecognised and after i changed it to the one i had and tried to log in system asks me for " Enter the verification code generated by the Authenticator app on your phone." when i never attached my authenticator. when asked on chat about it she says - "To open your account, you need to enter the code from the authenticator." but thats completely false. I am attaching the transcpipt from chat and the email ive send them with no answer on their side.

Thank you very much, m3cu, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Kings of Sport Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello m3cu,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kings of Sport Casino representative to join this conversation and participate in resolving this complaint.

Dear Kings of Sport Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

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.

Hello m3cu,

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,

Stefan, Casino.Guru