Kingmaker Casino - Аккаунт игрока был закрыт после крупной победы.

Good morning,

I had a big win at this casino, €150,000.

After winning, my account was completely blocked, requiring account verification, but weeks have already passed.

All €150,000 is gone, except for the money still in withdrawal.

Buongiorno,

ho avuto una grossa vincita su questo casinò, 150000€.

Dopo la vincita, l’account mi è stato completamente bloccato, chiedendomi la verifica dell’account, ma sono già passate settimane.

Tutti i 150000€ sono spariti, a parte i soldi ancora in prelievo.

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Hello,

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.

• Am I correct in understanding that you are currently waiting for three withdrawals amounting to €2400 to be paid out?
• When exactly did you submit these withdrawal requests?
• Which documents did you send to the casino for verification, and when exactly did you send the most recent one?
• Could you please specify if you have been able to provide any documents for your proof of address, given that you live with your parents and do not have any utility bills issued in your name?

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

Update on the matter: My account was closed without the option to reopen it. I asked for information on my casino withdrawals and they never responded.

I'll answer your questions point by point:

• Yes, I was still waiting for 3 withdrawals of €800 to come in, for a total of €2400.
• These withdrawal requests were active since 11/22/2025, then they decided to block the account and send me the verification.
• I sent all the documents on the same day, December 2, 2025, and they included my credit card information, my facial recognition, transactions made with the credit card I used, and finally valid documentation to show my address.
• I used a letter I received last month from Santander Consumer Bank to validate my address. It included my home address, which was the most recent address I had received addressed to me.

I'd also like to ask: what about the other €150,000 that was in the account? Will I ever be able to get it back?

I look forward to hearing from you, thank you.

aggiorno sulla questione: Mi hanno chiuso l’account senza possibilità di riaprirlo. Ho chiesto informazioni sui miei prelievi al casinó e non mi hanno più risposto.

Rispondo ai suoi quesiti per punti:

• si, stavo ancora aspettando che entrassero 3 prelievi da 800€, con un totale di 2400€.
• queste richieste di prelievo erano attive già dal 22/11/2025, poi hanno deciso di bloccare l’account e mandarmi la verifica.
• Mandai tutti i documenti nello stesso giorno, il 2 dicembre 2025, e riguardavano i dati della mia carta di credito, il mio riconoscimento facciale, delle transazioni effettuate con la carta di credito usata ed infine una documentazione valida per mostrare il mio indirizzo.
• Usai come validazione del mio indirizzo una lettera che mi arrivò nell’ultimo mese di Santander Consumer Bank, in cui era segnato il mio indirizzo di casa ed era quello più recente di lettera che ho ricevuto intestato a mio nome.

Vorrei inoltre chiedere: gli altri 150000€ che erano nel conto? Non li potrò mai più avere indietro?

Attendo sue notizie, grazie.

Good evening,

I wanted to add one more detail.

Playing at Kingmaker Casino, I accumulated a lot of bonus points, around 27,000 points. You could exchange these points for their bonuses in euros; 1,000 points were worth €200. Obviously, by closing my account, I can't take advantage of these bonuses, and they still totaled €5,400.

I look forward to hearing from you.

Buonasera,

Volevo aggiungere un ulteriore dettaglio.

Giocando al Casinó di Kingmaker, ho accumulato un sacco di punti Bonus, circa 27000 punti. Potevi scambiare questi punti con dei bonus loro in Euro, 1000 punti erano 200€. Ovviamente chiudendomi l’account non ho possibilità di usufruire di questi bonus, ed erano comunque in totale facendo una conta 5400€.

Attendo vostre notizie.

Thank you for your responses.

Unfortunately, since the €150,000 was lost during regular gameplay, we are unable to request the casino to refund this amount. Please note that verification may often take several working days, or even weeks, and it is the player’s responsibility to refrain from continuing to play with funds they intend to withdraw.

Additionally, we cannot request the casino to allow the use of bonuses that were previously available on the account. A bonus is essentially a promotional benefit provided by the casino and cannot be considered real money.

In the meantime, have you received any updates regarding your verification documents?

Have you already received the €2,400 withdrawal?

Dear SetSupremacy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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

Dear SetSupremacy,

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,

Veronika