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The casino has been stalling my withdrawal since September 15, 2025. They always send me an automated reply saying I have to wait 3-5 days. Unfortunately, it's already been more than 5 days. I'm just being lied to and put off.

Das Casino haltet mich seit 15.9.25 bzgl der Auszahlung hin. Es wird immer nur eine automatische Antworz gesendet, dass ich 3-5 Tage warten muss. Leider sind es mehr als 5 Tage bereits. Ich werde nur angelogen und vertröstet

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Unfortunately, I'm still waiting for my payout. It's already been 14 days.

Leider warte ich immer noch auf meine Auszahlung. Es sind bereits 14 Tage vergangen

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I have sent an email to the email address provided

Ich habe eine mail an die übermittelte emailadresse gesendet

Dear player, have you received the money?

I have not received any money to date

Ich habe bis heute kein Geld erhalten

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) 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.

Thank you. Will my colleague get back to me?

Vielen Dank. Wird sich die Kollegin bei mir melden?

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Kingmaker Casino representative to join this conversation.

Dear Kingmaker Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello all!

Dear Nicole2103,

Thank you for contacting us.

We kindly inform you that we have forwarded the issue to our payments team with urgency and your withdrawal will be completed as soon as possible.

We are really sorry for the inconvenience caused. Thank you for your patience and understanding.

Best regards,

Kingmaker support team

Dear Kingmaker Team,

How long will it take please?

Best regards

Nicole

Liebes Kingmaker Team,

Wie lange dauert es noch ca bitte ?

Liebe Grüße

Nicole

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nicole2103,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora