King's Chip Casino - Η ανάληψη του παίκτη καθυστερεί.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

According to the casino, the verification process is in order. I started playing with a bonus but I meet the wagering requirements, according to them.

Foi a primeira retirada que pedi.E segundo o casino,o processo de verificação está em ordem.Comecei a jogar com bónus mas cumpro os requisitos de aposta,segundo eles

Thank you for your reply. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila ([email protected]) 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

Obrigada

Hello Carlota78,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear King's Chip Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Good morning, the situation is still the same, in the chat the answer is always the same, that there are many pending requests but my withdrawal is being processed.

Bom dia.A situação continua igual,no chat a resposta é sempre a mesma,que tem muitos pedidos pendentes mas o meu levantamento está a ser processado

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.

And if the casino doesn't respond, is there anything else I can do?

Bom dia.E se o casino não responder não há mais nada que possa fazer?

now they've sent me this email

agora mandaram-me este mail

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

Dear Carlota78,

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,

Attila

We’ve reopened this complaint at the request of Carlota78.

Dear Carlota78,

Have you received your withdrawals?

Best regards,

Attila G.

I didn't receive anything and then I closed the account. They weren't going to pay, they returned the money and they were going to investigate further.

Não recebi nada e depois fechei a conta.Eles não iam pagar,devolveram o dinheiro e iam investigar mais.Fartei-me.

Dear Carlota78,

Would you like to proceed with the complaint, or would you prefer to mark it as unresolved? Please note that unresolved complaints can lead to a decrease in the casino’s rating, which may help influence the casino’s approach in the future.

Best regards,

Attila G.

Remains unresolved

Fica como não resolvida

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Attila Gorkij