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Hello, dear Casino Guru Team. I am reaching out regarding the issue with withdrawals. The problem is that I can only withdraw small amounts. For example, when I make three withdrawal requests, two get canceled. If I calculate how long it will take for the entire amount in my game account to reach my bank account, it comes out to 3-4 months. I would like to ask what I can do about this? And can you help me possibly withdraw larger amounts, or perhaps ensure that every withdrawal is successful, not just one out of three? Thank you very much. Best regards.

Hallo liebes Casino Guru Team ich melde mich bezüglich Thema Auszahlungen bei euch das Problem an der ganzen Sache ist, dass ich nur kleine Beträge auszahlen kann. Und wenn ich zum Beispiel drei Auszahlungen tätige zwei storniert werden wenn ich das Ganze so hochrechne, wie lange das Ganze dauern wird, komme ich auf 3-4 Monate bis bis mein gesamtes Spiel Konto auf mein Konto landet. Jetzt wollte ich fragen was kann ich dagegen tun? Und ob ihr mir dabei helfen könnte, eventuell grössere Summen ausschauen lassen zu können oder vielleicht, dass jeder Auszahlung auch klappt und nicht nur eine von drei besten Dank. Freundliche Grüsse

Dear Angelo65,

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.

OK, I understand. However, I was not offered any verification and I cannot do any either; they tell me in the live chat that this is not necessary for me yet. But now my question is whether there is anything that can be done about it as the withdrawals take a really, really long time, for example. I made three withdrawals on Thursday and two of them were cancelled and only one went through and the money still hasn't landed in my bank account, which I find really, really annoying and when you have such large amounts in your account, it really takes 3-4 months for all the money to land in your bank account.

O. k., ich verstehe. Allerdings wurde mir keine Verifizierung angeboten und ich kann auch keine machen die im Live Chat sagen mir, dass dies noch nicht nötig ist bei mir. Jetzt ist aber meine Frage, ob man da irgendwas machen kann da die Auszahlungen wirklich wirklich sehr sehr lange dauern zum Beispiel eben. Ich hab am Donnerstag drei Auszahlungen getätigt Und davon wurden zwei storniert und nur eine ging durch und das Geld ist trotzdem noch nicht auf meinem Bankkonto gelandet, was ich wirklich sehr sehr ärgerlich finde und wenn man dann so grosse Beträge auf dem Konto hat, dauert es dann wirklich effektiv 3-4 Monate bis das ganze Geld auf dem Bankkonto landet.

Hello everyone, I wanted to let you know that I received my first payment today, but I haven't received it yet. I understand why it takes so long. So if I really have to wait an average of one week for each payment, then I need around 15 weeks for all the money, that can't be right.

Hallo zusammen, ich wollte Bescheid geben, dass ich mittlerweile heute die erste Auszahlung erhalten habe ich es doch nicht. Verstehe dass es da so lange dauert. Also wenn ich wirklich pro Auszahlung im Schnitt eine Woche warten muss, dann brauche ich ja für das ganze Geld um die 15 Wochen das kann doch nicht sein.

Dear Casino Guru Team,

I have now received a third payout. This took two weeks in total. I now have 21,000 Fr. left in my gaming account.

Could you please check with Kingmaker Casino if they can allow me to make a larger withdrawal? Otherwise, it will take too long. If things continue as they are, it could take 4-5 months for me to receive all the money.

Thank you for your support!

Liebes Casino Guru Team,

ich habe mittlerweile eine dritte Auszahlung erhalten. Dies hat insgesamt nun zwei Wochen gedauert. Auf meinem Spielkonto habe ich jetzt noch 21.000 Fr.

Könntet ihr bitte mit dem Kingmaker Casino klären, ob sie mir eine größere Auszahlung ermöglichen können? Andernfalls dauert das Ganze zu lange. Falls es wie bisher weitergeht, könnte es 4-5 Monate dauern, bis ich das gesamte Geld erhalten habe.

Vielen Dank für eure Unterstützung!

Dear Angelo65,

Can you please clarify how much did you receive and in what time period?

Please keep in mind that the casino has a withdrawal limit of 7000CHF per month and the player has to respect it.

Looking forward to hearing from you.

Regards,

Nick

Hello dear Nick

So far, in a period of exactly 2 weeks, I have only received 2800.- today and now have 3 pending payouts of 1000.- each, plus around 20,000.- in my gaming account. Can't you check whether you can make a larger transfer at once, e.g. 15,000, otherwise the whole thing will take several months?

I am really extremely desperate.

Many thanks and kind regards

angelo

Hall lieber Nick

Ich hab bis jetzt in einem Zeitraum von genau 2 Wochen heute erst 2800.- erhalten und habe jetzt noch 3 Auszahlungen pendent von jeweils 1000.- zudem noch auf dem Spielkonto Rund 20‘000.- kann man nicht denen anschauen ob man eine grössere Überweisung auf einmal tätigen kann z.B von 15‘000 sonst dauer das ganze ja wirklich mehrere Monate?

Ich bin echt extrem am verzweifeln.

Besten Dank und Freundliche Grüsse

angelo

Hello dear Casino Guru Team,

Now there is a big problem again. I was at VIP level 4 on Friday, February 14th, and I was promised that I would get a VIP manager to make a higher withdrawal. Unfortunately, when I logged in again today, I found that they had simply put me at VIP rank 1, the lowest level. As a result, I now have a withdrawal limit of only 500 Fr. per day instead of 1000 Fr.

I currently have 22,500 francs left to withdraw. That would mean I would need 45 withdrawals to receive the money. If a withdrawal takes three days, it would take an average of 3-6 months until I could withdraw all the money.

Please contact them so that they can accommodate me and possibly allow me a larger payout. I have also already sent them several emails, which I have been waiting for in vain for two weeks and have not yet received a response.

Hallo liebes Casino Guru Team,

jetzt gibt es wieder ein grosses Problem. Ich war am Freitag, den 14. Februar, auf VIP Level 4 und mir wurde versprochen, dass ich einen VIP Manager bekomme, um eine höhere Auszahlung zu tätigen. Als ich mich heute wieder eingeloggt habe, musste ich leider feststellen, dass sie mich einfach auf VIP Rang 1, die niedrigste Stufe, gesetzt haben. Dadurch habe ich nun ein Abhebelimit von nur 500 Fr. pro Tag statt 1000 Fr.

Zurzeit habe ich noch 22.500 Fr. zum Abheben. Das würde bedeuten, dass ich 45 Abhebungen bräuchte, um das Geld zu erhalten. Wenn eine Abhebung drei Tage dauert, würde es im Schnitt 3-6 Monate dauern, bis ich das gesamte Geld abheben kann.

Bitte nehmt Kontakt mit denen auf, damit sie mir entgegenkommen und mir eventuell eine grössere Auszahlung ermöglichen. Zudem habe ich ihnen bereits mehrere Mails geschickt, auf die ich seit zwei Wochen vergeblich warte und noch keine Rückmeldung erhalten habe.

Dear Angelo65,

I'm sorry to hear that your VIP level got reduced. However, if you are still able to request 500CHF daily, it should still be able to withdraw 7000CHF per month.

I would advise to wait out at least the first month to see how much exactly will you receive from the casino.

If you will get less than stated in their terms, we can try to intervene otherwise there isn't much we can do if they follow their terms and allow you to withdraw the amount stated in their terms and conditions.

Let us know in case of any updates.

Regards,

Nick

Hello everyone, today it is exactly a month since the first payout and I have a total of 6000. I now have more than 100,000 in my player account, it can't be that it only works this way, can you please contact them to find a solution, because in 500 increments the whole thing takes nearly 2 years, my VIP rank was downgraded again after I paid in an extra 4000, this time it only lasted a week, please help me.

Greetings Angelo

Hallo zusammen heute ist es genau einen Monat her seit der ersten Auszahlung und ich komme auf eine Summe von 6000.- ich habe mittlerweile mehr als 100.000.- auf dem spieler Konto es kann doch nicht sein dass es nur auf diese art und weise geht könnt ihr bitte mit denen Kontaktaufnahmen um eine lösung zu finden weil in 500.- schritten braucht das ganze fast 2 jahre mein vip rang wurde ich wieder runter gestufft nach dem ich extra 4000 einbzahlt hatte dieses mal hielt es knapp nur eine woche bitte hilft mir.

Grüsse Angelo

Thank you Angelo65 for all the information provided.

In case you had a specific VIP level, the withdrawal limit should be even higher than 7000CHF/month. As you claim that you haven't receive the minimum withdrawal amount (7000CHF/month), we will try to intervene.

I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Angelo65,

I am sorry to hear about your trouble.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Kingmaker Casino team,

Could you please explain the player's situation in more detail? Why is the user's withdrawal process taking so long, and why were his withdrawal requests rejected when he was eligible for withdrawing with higher maximum payout limits?

Can you provide the user with instructions on how he could speed up the process of withdrawal or how he could withdraw at least the amount stated in the casino's Terms and Conditions each month?

Thank you.

Okay great thanks very much

Here is a correction of the text:

Now it's also the case that I haven't received any payout for two weeks. I've written to support at least 40-50 times and I'm always just put off with statements like: 'You're in the final phase, the payout is about to happen, please be patient', and so on. I already made the payout on February 25th. According to the terms and conditions, it takes three working days. When I asked whether I had to verify my identity, I was told over 10 times that this was not the case.

Please help me, I'm really desperate.

Okay super besten dank

Hier ist eine Korrektur des Textes:

Nun ist es auch noch so, dass ich seit zwei Wochen gar keine Auszahlung erhalte. Ich habe sicherlich 40-50 Mal mit dem Support geschrieben und werde immer nur vertröstet mit Aussagen wie: ‘Sie sind in der Endphase, es ist kurz vor der Auszahlung, haben Sie noch Geduld’, und so weiter. Die Auszahlung habe ich bereits am 25.02. getätigt. Laut den AGBs sind es ja drei Werktage. Auf Nachfrage, ob ich mich verifizieren muss, wurde mir über 10 Mal bestätigt, dass dies nicht der Fall ist.

bitte helft mir bin echt am verzweifeln.

Dear Angelo65,

We hope you find this message in good health!

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

6.13 :- At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

Therefore, we kindly request you to please attempt your withdrawal request with a gap of 24 hrs so we can help you process your withdrawal request earlier.

Regarding your current pending withdrawal request, we will try our best to process your request at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Kingmaker team.

Hello Kingmaker Casino

I always have three withdrawals active at any given time because I still want to withdraw around 136k. I find it really problematic that you can deposit as much as you want, but setting limits of 500 per day for withdrawals. Even when I had a higher VIP level twice, this level only lasted 4-5 days and then I was downgraded again. In comparison, I deposited 4000 to be on level 4 for 5 days and then was downgraded again.

Furthermore, every payout now takes an extremely long time. I have the feeling that they don't want to pay me my money. I received a payout last Wednesday that was pending for over 2 weeks and 11 working days. Now I have another one that I made on March 1st. Tomorrow is the 11th working day again. I've been trying to contact the VIP manager for weeks, but to no avail. He promises me calls that I don't get and looks at my messages without replying. We only had contact once, where he told me he was clarifying whether it is possible to make a large payout every month with such a large sum. I have now been waiting 3 weeks for this clarification without any response. All in all, I'm really disappointed. I still have 136k in my gaming account and I'm worried every day that I'll never see the money. If it continues like this with these payout intervals, I'll need 24 months for the money...

Hallo Kingmaker Casino

ich habe zu jederzeit immer drei Auszahlungen aktiv da ich ja so um die 136k noch auszahlen will ich finde es echt problematisch das man so viel einzahlen kann wie man will aber beim Auszahlen Limits zu setzen von 500.- pro Tag auch wo ich 2 mal ein höheres vip Level hatte hielt diese Level nur 4-5 Tage und zack wurde ich wieder runtergestuft also zum Verhältnis ich habe 4000.- einbezahlt um 5 Tage auf Level 4 zu sein um dann wieder runtergestuft zu werden.

zudem dauert jetzt jede Auszahlung extrem lange langsam habe ich das Gefühl ihr wollt mir mein Geld nicht auszahlen habe letzten Mittwoch eine Auszahlung bekomme die über 2 Wochen und 11 Werktage pendent war jetzt habe ich wieder eine die ich am 01.03 getätigt habe morgen ist dort wieder der 11 Werktag ich probiere auf schon seit Wochen mit dem vip Manager Kontakt zu nehmen leider vergeblich er verspricht mir Anrufe die nicht bekomme schaut sich meine Nachrichten an ohne Antworten wir hatten nur einmal Kontakt wo er mir sagte er kläre ab ob man bei so einer hohen Summe jeden Monat eine grosse Auszahlung machen kann auf diese abklärung warte ich jetzt auch 3 Wochen ohne Rückmeldung also im gesamten bin ich echt enttäuscht ich habe noch 136k auf dem spielkonto und Bange wirklich jeden Tag dass ich das Geld nie sehen werde und falls es so weiter gehen sollte mit diesen Auszahlungsinterwalls brauch ich für das Geld 24 Monate…..

Greetings,

Thank you both for your replies, guys. I am sorry for the delay.

Dear Angelo,

Your original disputed amount was something over 20k CHF. I updated it a while ago according to the last information about you having 136k there.

If you are aware of the fact the casino cannot even comply with its Terms and Conditions regarding withdrawal processing times and limits, it really makes no sense to play further or refer to the balance increase and the payout duration. I only hope that you only played and did not deposit more to the casino.

Dear Kingmaker Casino team,

In the last few weeks, we have been reading such explanations (even exactly the same rules and wording) for delayed withdrawals from online casinos with quite high ratings/safety indexes more often than we consider acceptable. Unfortunately, your explanation is insufficient and makes no sense at all.

The player claimed that the casino processed 1 of 3 active/pending withdrawals before (2 were rejected), which absolutely does not correspond with your explanation. If the casino was able to process 1 of his withdrawals (3 pending withdrawals at the same time, as you tried to explain) without issues, while his withdrawal limit was higher due to his VIP level, it means his KYC was probably completely alright, otherwise the casino would not have processed any withdrawal at all, and that the casino simply decided to deny 2 other withdrawals without a relevant reason. Currently, it looks like the casino is only trying to drag the process out, while even does not comply with its Terms and Conditions.

Please reply to the following questions:

• What is the basic monthly withdrawal limit according to the casino's Terms and Conditions, and how much did the casino pay to the player for February 2025, and how much it will be for March 2025?
• Can you provide us with a sufficient explanation for the delays in withdrawals on the casino's side, and how does the casino plan to fix it?
• Since both parties are subject to the Terms and Conditions, and also the casino is obliged to follow them, is the casino able to at least pay the player's winnings within the Terms and Conditions and somehow compensate him (higher limit/faster processing time) for the withdrawals the casino rejected without a relevant reason and for the period the player was eligible for a higher withdrawal limit due to his VIP level but the casino was not able to comply with it?

Unfortunately, we cannot accept such a situation, especially not in the case of a casino with such a good safety index. Therefore, please note that in the meantime, the case will be discussed internally, and until you provide us with an update on the matter and respond to my questions above, I will try to find out how we can proceed if the casino fails to cooperate or do something to improve their withdrawal process.

Based on the information I asked for in the points above, I am setting the timer until the end of March, waiting for the requested at the end of the timer.

Thank you. Looking forward to hearing from you.