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A few weeks ago, due to an administrative decision, the casino decided to close my account just when I had winnings of €300. They haven't provided any explanation, and despite reaching out to them via chat or email, they have not resolved the reimbursement of my winnings.

Hace unas semanas por una decisión administrativa. El casino decidió cerrar mi cuenta justo cuando tenía unas ganancias de 300 € no me han dado ninguna explicación y por mucho que me he remitido a ellos vía Chat o vía e-mail no me han solucionado el reintegro de mis ganancias

Dear csncorella,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

What types of games did you play? Were they slots, live casino games, sports betting?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino at all?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning, I passed the full KYC verification, I ran away to the slots, my winnings were without bonuses and I did not make any successful withdrawal because when I requested it after several days of waiting and claiming the payment of my winnings, they closed my account, and I could not collect any winnings, later I spoke via chat and they told me that they were going to solve it, I sent many emails to support, and at first they told me that they were solving it and then they did not even answer me.

Buenos días , pasé la verificación KYC completa, fugaba a las tragaperras , mis ganancias fueron sin bonos y no llegué a realizar ninguna retirada exitosa porq cuando la solicité después de varios días esperando y reclamando el abono de mis ganancias me cerraron la cuenta , y no pude llegar a cobrar ninguna ganancia , posteriormente hablé vía chat y me dijeron q lo iban a solucionar, mandé muchos emails al soporte , y al principio me dijeron q lo estaban solucionando y luego ya ni me contestaron

Hello, good morning, I am waiting for a response to my complaint. Best regards.

Hola buenos días , estoy a la espera de q me respondan a mi reclamación. Un saludo

Hello, good morning. I filed the complaint several days ago, and as of today I have not received a response. I would like to know if you are going to give me a solution. Thank you.

Hola buenos días , hace varios días q puse la reclamación, y a día de hoy no me han contestado , quisiera saber si van a darme una solución. Gracias

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to our investigation as well.

Good morning, I have sent you two emails containing the conversations I had with customer service.

all the best

Buenos días , le he enviado dos emails, en los cuales van las conversaciones mantenidas con el servicio de atención al cliente .

un saludo

Thank you very much, csncorella, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello csncorella,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kingmaker Casino representative to join this conversation and participate in resolving this complaint.

Dear Kingmaker Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Thank you very much Stefan, I also want to know why my winnings (300€) have not been paid to me when they told me at all times that despite closing the account they were going to pay them to me. Thank you.

Muchas gracias Stefan, además quiero saber porq no se me han abonado mis ganancias (300€) cuando en todo momento me dijeron q a pesar de cerrar la cuenta me las iban a abonar . Gracias

Dear csncorella,

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

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>We hope this helps clarify the matter for you.If you have any additional questions don't hesitate to contact us.

Best regards,

Kingmaker Casino Team

How? Fraud? Illegal activity? Breach of terms? Really? Are you accusing me of what??? And why? All I have done is register at your casino with all the documentation (totally legal) that you requested and verified, and pay out of my pocket everything I bet, and when I finally have some winnings (the only ones by the way), you close my account and accuse me of what???? What is the basis for accusing me of committing fraud, what fraud have I committed? Are you accusing me of having committed an illegal activity? What illegal activity? The only ones who are illegal are you, the only ones who have committed fraud are you and the only ones who have breached the terms are you. I sincerely find it shameful, how you are resolving this issue, with totally unfounded accusations and without any minimally coherent explanation (of course you do not have any coherent explanation), this has a name……

Proceed as you wish, but I ask for a satisfactory solution or an explanation in which you can prove something of what you have accused me of. It is obvious that if I do not obtain a solution that convinces me, any review I can put about your casino will be negative and I will reserve the right to study this issue in another way. Greetings.

Como??????? Fraude? Actividad ilegal? Incumplimiento de términos???? En serio ? Me están acusando de que??? Y porq???? Yo lo único q he hecho ha sido registrarme en su casino con toda la documentación ( totalmente legal ) q ustedes me solicitaron y comprobaron , y pagar de mi bolsillo todo lo q yo aposté , y cuando por fin tengo unas ganancias ( las únicas por cierto ) , ustedes me cierran la cuenta y me acusan de q???? En q se basan para acusarme a mi de cometer un fraude , q fraude he cometido yo ? , me acusan de haber cometido una actividad ilegal? Q actividad ilegal ? Los únicos ilegales son ustedes , los únicos q han comentado un fraude son ustedes y los únicos q han incumplido los términos son ustedes . Sinceramente me parece vergonzoso, como están resolviendo ustedes este tema , con unas acusaciones totalmente infundadas y sin ninguna explicación mínimamente coherente ( claro q no tienen ninguna explicación coherente ) , esto tiene un nombre ……

procedan como quieran , pero les solicito una solución satisfactoria o una explicación en la cual puedan demostrar algo de lo q ustedes me han acusado , es evidente q si no obtengo una solución q me convenza, cualquier reseña q pueda poner sobre su casino será negativa y me reservaré el derecho a estudiar este tema de otra forma . Un saludo

Dear Kingmaker Casino,

Thank you for your response.

Could you be more specific, about what the player has violated?

I'll be awaiting your reply.

Hello all,

We have shared some evidence to Stefan via email.

We are too waiting for an update.

Best whishes,

Kingmaker team.

Hello csncorella,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok I'll wait for the answer. Thanks

Ok esperaré la respuesta. Gracias

Dear Kingmaker Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

Thank you for your patience! We replied to your email.

Please let us know if we can be of more help.

Best regards,

Kingmaker team

Dear Kingmaker Casino,

I have responded to your email.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello csncorella,

I am in contact with the casino representatives outside of the complaint thread. I hope we will resolve this matter as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Ok thank you very much for all the trouble you are taking to get this resolved.

Ok muchas gracias por todas las molestias q se está tomando para q esto se resuelva.

Dear Stefan,

We have shared a reply to you via email. Please let us know if you need any further details. Thank you!

Best regards,

Kingmaker team.

Dear Kingmaker Casino,

I have received an email from your side, but none of my questions were answered. Could you respond to my email once again?

I'll be awaiting your reply.

Dear Stefan,

We would like to kindly apologize for the delay.

We would like also to inform you that you will receive a reply via email within the day.

Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team

Dear all,

We would like to kindly inform you that that player's account was closed due to a chargeback on one of the casinos in our network.

Furthermore, bear in mind the following article from our Terms and Conditions:

 9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Dear Stefan,

 We would kindly request to check the reply provided via email.

Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team

Good afternoon, they answer the same thing again and again, I have religiously paid for everything I have played and as long as I have not requested the payment of my winnings, there was no problem. I made my deposits with my card (a card that by the way was verified by them), they received my deposits, I played and everything was going well until I already had winnings that I wanted to withdraw, and here everything has been inventions and excuses not to pay me my money, because yes, they did not reject a single deposit (nor did they have to do it since before starting to play I did all the verifications that they requested). In short, I see that I am going to lose my winnings, no problem, I do not need them to eat, but I am very clear about what I have left to do, among other things, never recommend this casino, since I am clear that this issue will not be forgotten. Many thanks to Stefan for all the trouble you've put into trying to find the right solution, but it's clear that it's better not to deal with this casino, as they're not willing to consider the mistakes they make even when it's clear they're not right at all.

I sincerely hope that the profit (so to speak) that I was not given and was due to me will cause you huge losses, and that people understand that this is not a serious casino. Greetings.

Buenas tardes , vuelven a contestar lo mismo , una y otra vez , yo he pagado religiosamente todo lo q he he jugado y mientras no he solicitado el abono de mis ganancias , no había ningún problema yo hacía mis depósitos con mi tarjeta ( tarjeta q por cierto estaba verificada por ellos) , ellos recibían mis depósitos yo jugaba y todo iba bien hasta q ya tenía una ganancias q quería retirar , y aquí todo han sido invenciones y excusas para no abonarme mi dinero , porq eso si , no rechazaron ni un solo depósito ( tampoco tenían porq hacerlo ya q antes de empezar a jugar hice toda las verificaciones q ellos me solicitaron ) . En resumidas cuentas , veo q voy a perder mis ganancias , no hay problema , no las necesito para comer , pero tengo muy claro lo q me queda de hacer , entre otras cosas no recomendar nunca este casino , ya q tengo claro q este tema no se quedará en el olvido. Muchas gracias a Stefan por lo q t has molestado por intentar llegar a una solución correcta , pero está claro q con este casino es mejor no tratar , ya q no están dispuestos a valorar los errores q cometen aun cuando está claro q no tienen ningún tipo de razón.

espero de todo corazón , q la ganancia ( por decirlo de alguna manera ) q no me han dado y me correspondía , les genere enormes pérdidas, y q la gente entienda q no es un casino serio . Un saludo

Hello csncorella,

Could you please provide us with an explanation of why you did a chargeback in one of the casino's sister casino?

I'll be awaiting your reply.

Good afternoon, I didn't make any chargebacks. What happened is that in one of the deposits I made, I simply had no balance in my account. I replenished the account, made the deposit again, and continued playing. I made more subsequent deposits. I don't know if that's what you're referring to because I don't see anything else. And if not, please tell me what you're referring to because I certainly haven't made a voluntary return of any charges, and I can prove it because I haven't had any returned charges. In fact, the deposit charges go to the card and can't be returned. Best regards.

Buenas tardes no hice ninguna devolución de cargo , lo q pasó es q en uno de los depósitos que hice no tenía saldo en mi cuenta sin más, repuse dinero en la cuenta, volví a hacer el depósito y continue jugando e hice más depósitos posteriores, no sé si será a eso a lo que se refieren, porque no veo otra cosa. Y si no, que me digan que es lo que se refieren porque desde luego no he hecho una devolución voluntaria de ningún cargo, y lo puedo demostrar porque no tengo ningun cargo devuelto, es más los cargos de los depósitos van a la tarjeta y no se pueden devolver. Un saludo

Good afternoon, again. Of course, if what you are referring to is that after they charged the balance to my account I returned the money to them, that certainly did not happen, I guarantee it, as I have already said, it is also impossible because the charge goes to the card and cannot be returned, and I can prove it at any time, in addition to the fact that I did not have to return anything. Regards.

Buenas tardes, de nuevo, Desde luego si a lo que se refieren es q después de q me han cargado el saldo en la cuenta yo les he devuelto el dinero , eso desde luego q no ha ocurrido , se lo garantizo , como ya he dicho ademas es imposible porq el cargo va a la tarjeta y no se puede devolver , y lo puedo demostrar en todo momento , ademas de q no tenia porq devolver nada . un saludo

Dear Kingmaker Casino,

Could you comment on the situation?

I am looking forward to your response.

Dear Stefan,

 We would kindly request to check the reply provided via email.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team