The player from Finland had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. After a prolonged wait of nearly three weeks, the player confirmed that he had received his funds. The Complaints Team marked the issue as resolved, expressing readiness to assist with any future concerns.
Igrač iz Finske je zatražio povlačenje manje od dve nedelje pre podnošenja ove žalbe. Uplata još nije bila obrađena. Posle dužeg čekanja od skoro tri nedelje, igrač je potvrdio da je primio svoja sredstva. Tim za žalbe je označio problem kao rešen, izražavajući spremnost da pomogne u rešavanju bilo kakvih budućih problema.
Napravljeno 1. podizanje od 500€ 9.2.2025 i 2. podizanje od 402€ 00:02 10.2.2025.
Dobijam potpuno iste kopije "imamo duge redove i trudimo se da podignemo vaš novac"
Ali ovo je apsurdno u ovom trenutku.
Moj nalog čak i ne treba nikakve verifikacije. Bar piše "uživajte u igrama bez potrebe za verifikacijom".
Made 1st withdraw of 500€ 9.2.2025 and 2nd withdraw of 402€ 00:02 10.2.2025
Im getting exactly same copy pastes of "we have long lines and we are doing best to withdraw your money"
But this is just absurd at this point.
My account dont even need any verifications. Atleast it says "enjoy games no need for verification".
Dear jknorppa,
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 jknorppa,
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.
Od tada se ništa nije desilo.
Nothing happened since then.
Hvala jknorppa za sve date informacije. Sada ću vašu žalbu proslediti kolegi Romi ( romana.r@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you jknorppa for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Zdravo jknorppa ,
Moje ime je Romi, i ja ću vam pomoći u vašem slučaju. Želeo bih da zatražim prisustvo predstavnika kazina u ovom razgovoru.
Dragi Kingmaker kazino,
Možete li eventualno dati dodatne informacije u vezi sa povlačenjem i razjasniti situaciju?
Hvala unapred.
S poštovanjem,
Romi
Hello jknorppa,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Kingmaker Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
I dalje se ništa nije desilo. Dan 15.
Still nothing happened. Day 15.
@Romi možeš li mi reći koju licencu kingmaker koristi? Prema Google-u, pronašao sam Kurasao i Filipine pa nisam siguran koji je pravi? Jer posle 3 nedelje moram da kontaktiram vlasnika licence.
@Romi can you let me know what license kingmaker is using? According to google i found curacao and philippines so not sure wich is the correct one? Cause after 3 week i need to contact license holder.
Draga jknorppa,
Hvala vam na strpljenju.
Duboko se izvinjavamo zbog prouzrokovanih neprijatnosti. Budite sigurni, preduzimamo hitne mere i vaš zahtev se proverava sa prioritetom, javićemo vam se čim dobijemo bilo kakve vesti od relevantnog odeljenja.
Srdačan pozdrav
Kingmaker Team
Dear jknorppa,
Thank you for your patience.
We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action and your request is being checked with priority we would get back to you as soon as we have any news from relevant department.
Best Regards
Kingmaker Team
Pozdrav svima.
Hvala vam, Kingmaker Casino, na informacijama. Čekaćemo ažuriranje od vas.
srdačan pozdrav,
Romi
Greetings all.
Thank you, Kingmaker Casino, for the information. We will wait for the update from you.
Kind regards,
Romi
Kada bi bilo pravo vreme da se žalba uputi direktno na curacao-egaming.com/public-and-plaiers/complaints-step-1?
Jer to je moj sledeći korak u nadi da ću dobiti svoj novac
When would be good time to make complaint straight to curacao-egaming.com/public-and-players/complaints-step-1 ?
Cause thats my next step in hopes to get my money
Prošlo je skoro 3 nedelje i ništa se nije dogodilo???
Its been almost 3 week and nothing happened???
Hvala vam, jknorppa, što ste potvrdili i što ste koristili centar za rešavanje žalbi Casino Guru. Veoma mi je drago što ste dobili svoja sredstva. Pošto je problem uspešno rešen, sada ćemo vašu žalbu označiti kao „rešenu" u našem sistemu.
Ne ustručavajte se da nas kontaktirate u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot-u: https://vvv.trustpilot.com/evaluate/casino.guru. Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Romi
Casino.Guru
Thank you, jknorppa, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint 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.
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,
Romi
Casino.Guru
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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
