The player from Germany had multiple pending withdrawals of 500 € at Kingmaker Casino. Despite ongoing communication with support, he continued to receive vague reassurances about the status of his withdrawals, which had exceeded the stated processing time. The Complaints Team facilitated communication with the casino, which acknowledged delays due to high volumes of requests. Ultimately, the player confirmed that his withdrawals were successfully completed, leading to the resolution of the complaint.
Kingmaker Casino - Player's withdrawals are delayed.
Amount: €6,000
Kingmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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5 months ago
Translation
Good morning,
Let me describe my problem. I am currently playing at Kingmaker Casino. I have won money and would like to transfer my 6000 euros. I can only process 3 withdrawals worth 500 euros at the same time.
The first withdrawal has been online since 5.1.25 = 500 Euro
The second increase has been online since 8.1.25 = 500 Euro
The third withdrawal has been online since 9.1.25 = 500 euros
I am constantly in contact with support, either via live chat or email. Unfortunately, I always get the same answers.
- I should be patient, the money will come in any case
- I am in the final phase
- the withdrawal is not yet being processed, but we will take care of it
And so on and so on. For me, these are empty promises, as I can't do anything with such statements. All I can see on the site is something about 3 days processing time. But we're long past that.
I really don't know what to do anymore. It worked perfectly with the last withdrawals. Unfortunately, it didn't work with the large sum. Please help me so that we can solve the problem, as I would like to continue playing there in the future.
Unfortunately I can't upload any pictures of conversations with Kingmaker. It doesn't work for some reason. But I can forward them via email.
Kind regards, Adrian K***
Edited by a Casino Guru admin
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Complaint Resolution Center Team Lead
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5 months ago
Dear Phantom557788,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have made successful withdrawal(s) before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active 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,
Kristina
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5 months ago
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Good morning,
I can confirm that I have successfully withdrawn money recently.
But as I said, the problem I have now is that it's taking so long and I'm just being kept waiting.
Personal information is verified and visible on the account. If I still need to verify anything, they would have told me a long time ago.
Winnings were collected without a bonus.
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5 months ago
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Will you take care of my complaint with the casino, or should I continue to write to the casino support?
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Complaint Resolution Center Team Lead
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5 months ago
Thank you for your reply, Phantom557788. Could you please clarify when exactly you made the last successful withdrawal and how many days did it take to be processed?
Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
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5 months ago
Translation
The last payout came on January 5th with 400 euros.
I requested the payout on January 1st, so it took 4 days.
It was a normal bank transfer. And it always worked.
Unfortunately, not after that. I've been waiting about 3 weeks for the money I ordered.
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5 months ago
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I have just received a payment of 1500 euros. I have now ordered the next payment. I hope it won't take another 3 weeks.
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Complaint Resolution Center Team Lead
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5 months ago
Thanks for the update. I hope you will receive the next withdrawal in no time. Please keep me informed about any further developments.
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Complaint Resolution Center Team Lead
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4 months ago
Dear Phantom557788,
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.
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4 months ago
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Ok thanks for the info. If I don't get the money in 7 days I'll get back to you
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4 months ago
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Here is my answer again that I submitted this morning. I probably wrote it in the wrong directory. I'll write it here again:
Good morning,
I'm now waiting 14 days for my payment. I should let you know if it takes that long.
I wrote to the casino on Friday. I'll send you the letter I received. But I had the same problem with the last withdrawal and it took forever after that.
I’ll link you to the letter:
Lily (Kingmaker)
Feb. 7, 2025, 1:25 PM OET
Hello Adrian,
Thank you for contacting our Kingmaker customer service.
We have reviewed your withdrawals and would like to inform you that our finance department is working on processing your withdrawals.
Your withdrawals are currently in the final stages and should not take long.
Please excuse the wait and rest assured that our finance department is doing its best to process the withdrawals in a timely manner.
We thank you again for your patience and understanding
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4 months ago
Translation
I currently have 3 withdrawals pending worth 500 euros. From January 27th/28th and from January 29th, 2025.
Total value 1500 euros available for withdrawal.
There are still 4500 euros outstanding in the casino.
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Complaint Resolution Center Team Lead
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4 months ago
Thank you very much, Phantom557788, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) 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.
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4 months ago
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I sent an email to support today. I will let you know what response I get.
Here is the email I sent to support:
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Casino Analyst & Complaint Specialist
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4 months ago
Hello Phantom557788,
I am Martin and I will be taking care of your complaint from now on. I am sorry to hear about your troubles, but at the same time, I am happy to hear the previous withdrawals were paid and I hope we can reach the same outcome again. Now I would also like to invite the Kingmaker Casino representative to enter the discussion.
Dear casino representative, could you please check the case and give us some details? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Phantom557788 can expect his withdrawals to be processed?
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4 months ago
Translation
Thank you Martin for taking care of this. It's a real shame that the payouts take so long.
I am/was very happy with the casino.
Especially because I want to recommend the casino to many of my friends.
But what do you do if you win even more money? It takes forever to get it.
The amount of money I have won and would like to withdraw is very small compared to a casino.
Well, I hope for the future that I can continue to be happy when I can play here.
Mfg Adrian ******
Edited by a Casino Guru admin
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4 months ago
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The money that was ready for withdrawal has just been paid out.
I have requested the next withdrawal. Let's hope it goes faster this time.
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Casino Analyst & Complaint Specialist
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4 months ago
Hello Phantom557788,
I am happy to hear things are moving in the right direction. I will leave this complaint open for now. Please keep us updated on any new developments.
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Casino representative
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4 months ago
Dear all,
Kindly be informed that slight delays comes due to high volume of requests we are deeply sorry for the frustration you've encountered. We understand how important it is for our service to be reliable, and we regret any inconvenience this may have caused you. Rest assured, we're working to address the issue promptly and process with withdrawals as soon as possible.
Best Regards
Kingmaker Team
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Kingmaker Casino representative,
thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Phantom557788 confirms his withdrawals have been paid out.
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4 months ago
Translation
Short news,
Currently there are still 3000 euros outstanding for payment.
1500 euros are currently available for withdrawal on the following payout days.
13.02.2025 = 500 euros
14.02.2025 = 500 euros
15.02.2025 = 500 euros
Currently 14 days have passed. The money has not arrived yet. On February 25, 2025, I wrote to support via email to ask when I can expect the payment. So far, no answer to my inquiry.
The whole payout process just takes a very, very long time!
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4 months ago
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Withdrawals completed today.
I'm ordering the next payments. I'll keep you updated.
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4 months ago
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Everything is done, thank you for your help. The campaign can now be closed.
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Phantom557788,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Best regards,
Martin Lambert
www.kpvfaw.com
