KungaSlottet Casino - El jugador enfrenta retiros retrasados de su cuenta.

Hello,

I'm unable to make withdrawals from my account. The casino support tells me it's due to a routine review and that they will get back to me when the relevant department is done with it.

I've waited over two weeks now and the support just keep repeating the same thing when I ask them what's going on. That they can't give me any timeframe or answers other than that they will get back to me, but they never do.

My account is verified and I've made successful withdrawals before. Can you help me please.

Dear dawwe92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KungaSlottet Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long have you been a player of the casino and when exactly were your withdrawals restricted?
• Has the casino asked for any particular documents necessary for verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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.

Best regards,

Tomas

I created my account on January 27th, I never used any bonus. Withdrawals were blocked on February 27th.

The support told me they don't need anything from me and that Im fully verified. They say it's a routine review due to legal obligations. I've asked for more information but they told me they dont have any other info to give and that the relevant department will get back to me when they are done. I've asked them many times what is going on and how long it will take but they just keep repeating the same answers and nothing more happens.

Kind regards

David

Thanks for the explanation.

Could you please share a recent screenshot from your player's account with the error visible?

Could you please share your communication with the casino regarding the issue? Forward the emails or chat transcripts to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hi,

I've forwarded the email thread and a screenshot with the error message to you.

Kind regards

David

Thank you very much, dawwe92, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear dawwe92,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since KungaSlottet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

Hi Kubo,

Thank you for helping me! I haven't heard from them since the last email on March 15th and withdrawals are still blocked.

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 dawwe92,

Thank you for your patience.

I’ve just been informed by the casino representative that the withdrawal restriction on your account has been lifted. You should now be able to withdraw your funds without any issues.

Please let me know once you’ve successfully withdrawn the amount in question.

Thank you!

Hi Kubo,

I can confirm that the restriction has been lifted and I'm able to make withdrawals. I will update you as soon as I've received all the funds. Thank you so much for your help!

Kind regards

David

Dear dawwe92,

I'm glad to hear that the issues with your withdrawals have been resolved. Are there any updates regarding the withdrawal of the amount in question? Have you already received the full amount?

Thank you.

Hi Kubo,

I have received the full amount now. Once again thank you so much for your help!

Kind regards

David

Dear dawwe92,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo