Won $2500 over and above wagering requirements, put in for a withdrawal for $2500.

Made sure to read and follow all bonus terms.

Could take up to 5 days to review and process.

Has been over 5 days and i can still access and play on my account but cannot use live chat or contact via email

Dear Stacey,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

Could you please confirm that your account has been successfully verified in the past? Have you ever received any payments from this casino?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela

Yes i have verified id and account, and yes this is my first withdrawal with this casino.

Im happy to wait, but would like to chat to their live chat or even email in regards to withdrawal, and to make sure all id etc has been properly received

I cannot access live chat, and when i email to the provided emails is comes back as undeliverable

Thanks for your time

I fully understand your frustration, Stacey. I will set the timer for additional 4 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hey all,

I had a look and I'll see what I can do on my end to get things moving for you Stacey.

Best wishes,

Nick and Kings Chance

Thanks guys any help would be greatly appreciated

I was asked to resubmit my id documents again, which was a nightmare as the links and emails provided did not work, but finally got through to live support and now Ive just been told i added incorrect address, which is not true, both address documents i provided are both the same address, now i have to wait another 5 business days untill they review my withdrawal...which will be close to a month since i requested it

Thank you very much, Stacey, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stacey,

I looked at your complaint and will do my best to help you. I would like to invite Kings Chance Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

At this point in time hopefully its not the withdrawal that is the problem... they only just verified my id, has been second time i have submitted info and they said i submitted 2 different addresses, which i had not as i used the same bank statement from last time.

The withdrawal has been sitting there for 3 weeks and was told last night that i had to check in after 5 business days to see if it has been approved, which will be almost a month since i tried to do withdrawal

Hey all,

From what I see on my end there should be no additional information necessary Stacey. Just sit tight, if there is anything required I will have one of my agents reach out to you and get it directly. For the moment it's looking like we should be ok, if not I will let you know.

Best wishes,

Nick and Kings Chance

Dear Nick,

keep us informed about progress, please.

Hey all,

Just an update, approval and payment were completed to our 3rd party on your behalf Thursday of last week Stacey. You should be seeing those funds reflected in your bank account in the coming days if you haven't already.

Best wishes,

Nick and Kings Chance

Hey Nick (kings chance) ,Viliam and Petronela ( casino guru)

Thanks everyone for your help resolving this issue, am still waiting to see funds in bank as yet, but happy its on the way.

Thanks again

Stacey

Dear Stacey,

let me know when you'll receive your winnings, please.

Dear Stacey,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi there

Ive tried twice to reply, but for some reason keeps saying i cant

I received my money on Thursday, thankyou so much for your help

Stacey

Dear Stacey,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com