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Good morning, I want to make a complaint to Kinbet casino: on 04/03/2025 I deposited 110 euros and playing roulette, I won 5500 euros. Kinbet has allowed me to withdraw 500 euros per day for a maximum of 3 withdrawals, so 1500 euros, but to date the money has not yet arrived and the withdrawals are still under review! I have contacted customer service many times both by email and chat, but they continue to say that they need time and to apologize. The answers are always the same……😟 Furthermore, I intend to withdraw all my winnings and the situation is going too slowly! It has never happened to me with any other casino! I asked Kinbet customer service if they wanted my identity document to verify the account, but they said no. I would like to resolve the situation as soon as possible! I hope you can help me! Thank you 🙏

Buongiorno, voglio fare un reclamo al casinò Kinbet: il giorno 04/03/2025 ho depositato 110 euro e giocando alla roulette, ho vinto 5500 euro. Kinbet mi ha permesso per ora di prelevare 500 euro al giorno per un massimo di 3 prelievi, quindi 1500 euro, ma ad oggi i soldi non mi sono ancora arrivati e i prelievi risultano ancora in revisione! Ho contattato tante volte il servizio clienti sia con mail che con chat, ma continuano a dire che hanno bisogno di tempo e a scusarsi. Le risposte sono sempre uguali……😟 Oltretutto ho intenzione di prelevare tutta la mia vincita e la situazione va troppo lentamente! Non mi è mai capitato con nessuno altro casino! Ho chiesto all’assistenza clienti Kinbet se volevano il mio documento d’identità per la verifica dell’account, ma hanno risposto di no. Vorrei risolvere la situazione al più presto! Spero possiate aiutarmi! Grazie 🙏

Dear Mariwinres,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Mariwinres,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick, unfortunately still nothing! Everything as before! My withdrawals are still under review and I have not yet received the money from my winnings. I hope you will help me! Thanks 🙏

Ciao Nick, purtroppo ancora nulla! Tutto come prima! I miei prelievi risultano ancora in revisione e non ho ancora ricevuto i soldi delle mie vincite. Spero mi aiuterete! Grazie 🙏

Thank you Mariwinres for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK thank you

Ok! Grazie

Good morning! Here is the update: Kinbet casino completed my withdrawal two days ago!🎉Now I have made other withdrawal requests, they allow you to withdraw 500 euros per day, for a maximum of three withdrawals and I still have to withdraw 5000 euros in winnings! 😅 I will write you the next updates! I hope the next withdrawals are faster! Thanks 🙏

Buongiorno! Ecco l’aggiornamento: il casino Kinbet ha completato il mio prelievo due giorni fa!🎉Adesso ho fatto altre richieste di prelievo, permettono di prelevare 500 ero al giorno, per un massimo di tre prelievi e io devo ancora ritirare 5000 euro di vincite! 😅 Vi scriverò i prossimi aggiornamenti! Spero che i prossimi prelievi siano più veloci! Grazie 🙏

Dear Mariwinres,

My name is Katarina, and I will be assisting you in solving this case. I am glad you started to receive your funds.

Let's now wait few more days for your second withdrawal to arrive. Please keep us updated about any new development.

Perfect! I'll update you! Thanks 🙏

Perfetto! Vi aggiorno! Grazie 🙏

Dear Mariwinres,

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.

Hi! I received 1500 euros from Kinbet, the rest was in my balance but after a few days I played again and unfortunately I lost them… anyway they paid me even if very late, so I would say it is a serious casino. Thanks for your help!🙏😊

Ciao! Ho ricevuto da Kinbet 1500 euro, il resto era nel mio saldo ma dopo un po’ di giorni ho giocato ancora e li ho persi purtroppo… comunque mi hanno pagato anche se con molto ritardo, quindi direi che sia un casinò serio. Grazie per il vostro aiuto!🙏😊

Dear Mariwinres,

We're glad to hear that your funds have arrived to your bank account. Since you have received the disputed amount, we'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru