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Good evening, on July 25th I made a bank transfer of €18 on the website, which went ahead but didn't ask for an IBAN and some error appeared that I couldn't print out at the time. However, this money has disappeared from the account and does not appear in the pending items or in the transfer history. I've already sent several emails to support with prints of how I won this money and didn't lose it, and it simply disappeared when I tried to withdraw it. In that email exchange they told me that they had made the payment, a few days later I saw that I hadn't received it and I questioned them and they now say that they can't find anything about the transfer. Horrible service. Can you help? I've submitted the attachments that prove the money I've won and that I haven't lost it. I have a deposit that I withdrew later and it went through normally.

Boa noite, no dia 25/07 fiz um levantamento por transferência bancária de 18€ no site, ao qual avançou mas não pediu IBAN e apareceu algum erro que na altura não consegui tirar print. No entanto esse dinheiro desapareceu da conta e não aparece nos pendentes nem no histórico de transferências. Já enviei vários emails para o suporte com vários prints de como ganhei esse dinheiro e não o perdi, e que simplesmente desapareceu quando tentei levantar. Nessa troca de emails já me disseram que procederam ao pagamento, alguns dias depois vi ele não recebi e questionei e já dizem que não encontram nada sobre a transferência. Serviço horrível. Conseguem ajudar? Submeti os anexos que comprovam o dinheiro que ganhei assim como não o perdi. Tenho um depósito mais tarde que depois levantei e esse já deu normalmente.

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.

• Do I understand correctly that the withdrawal request has disappeared from your withdrawal history?
• 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

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Hello,

• Yes, I made a bank transfer request that went wrong and the money simply disappeared.
• Before that I hadn't made any withdrawals, but then I deposited €20 and I was able to withdraw it without a problem, just that initial one that disappeared and they won't take it over.
• It appears that you don't need to kyc my account, but in the email exchange I had to send proof of deposit and IBAN
• The winnings were real balance, no bonus.

Olá,

• sim fiz um pedido de transferência bancária que deu erro e o dinheiro simplesmente desapareceu.
• Antes disso não tinha feito nenhum levantamento, mas posteriormente depositei 20€ e já consegui levantar sem problema, apenas esse inicial que desapareceu e eles não assumem.
• aparece que não necessita kyc a minha conta, mas na troca de emails tive de mandar comprovativos de depósito e IBAN
• Os ganhos foram de saldo real, sem bônus.

Thank you for your reply. Could you 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 kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Payment history attached. As I mentioned, I successfully withdrew €18 and another €18 was lost and they won't take it over.

Historico de pagamentos anexado. Como referi consegui um levantamento com sucesso de 18€ e outros 18€ ficaram perdidos e eles não assumem.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Good morning, I've now forwarded the emails. The last one said they were going to look into it, but they told me that once before and then came back to say I'd lost my casino balance when that's a lie.

bom dia, encaminhei agora os emails. O ultimo deles é a dizer que iam analisar melhor, mas ja uma vez me disseram isso e depois vieram dizer que tinha perdido o saldo no casino quando isso é mentira.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, 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.

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

Kingmaker Casino Team

Dear All,

The relevant department has just informed us that the withdrawal was paid.

We have sent the proof of payment to both the casino representative and the player.

If you have further questions, please let us know.

Best regards,

Kingmaker Casino Team

That story again? I don't understand, they've already sent me this once and I've explained that this withdrawal was made by me afterwards and has nothing to do with the €18 that was lost. You can clearly see from my history that a new deposit was made before that withdrawal. That withdrawal has nothing to do with the case, it just matches the amount. And once again, this is the second or third time I've explained this.

Outra vez essa história? Eu não entendo, já me mandaram isso uma vez e expliquei que esse levantamento foi feito por mim posteriormente e não tem a ver com os 18€ que estão perdidos. Conseguem perfeitamente ver pelo meu histórico que antes desse levantamento foi feito um novo depósito. Esse levantamento não tem nada a ver com o caso, apenas coincide o valor. E mais uma vez refiro, já é a segunda ou terceira vez que explico isso.

then explain to me where the 18 euros i deposited on 25/07 are. i've shown all my movements, i haven't lost at any time. so explain to me where my money is

então expliquem-me onde estão os 18€ que depositei a 25/07. já mostrei todos os meus movimentos, não perdi em nenhum momento. por isso expliquem-me onde está o meu dinheiro

I've told you countless times that I made a withdrawal of €18 in which an error occurred and the €18 disappeared. You can see perfectly well from the betting and casino history that I didn't lose €18. In other words, if I deposited €20 and say I tried to withdraw €18 and the money disappeared, and there's no history to show that I lost the money, do you think I'm making it up? I wouldn't remember doing this for over a month, that's for sure.

já disse inumeras vezes que fiz um levantamento de 18€ no qual deu um erro e os 18€ desapareceram. Conseguem ver perfeitamente pelo histórico de apostas e casino que eu não perdi 18€. Ou seja se eu depositei 20€ e digo que tentei levantar 18€ e desapareceu o dinheiro, e não tem histórico que mostre que perdi o dinheiro acham que estou a inventar? Não me ia lembrar de andar ha mais de um mês nisto de certeza.

Dear Kingmaker Casino,

Please send me player's game log to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

Please be informed that regarding the player's game log , we are waiting for the appropriate department to prepare it.

Once it is ready, we will provide it to you by email.

Thank you for your understanding.

Kind Regards,

Kingmaker Casino team

Dear Kingmaker Casino,

We will be waiting for the game log.

Thank you for your cooperation.

Dear Mirka,

I hope this message finds you well.

We would like to inform you that, concerning the player's game log, we are currently awaiting the relevant department to prepare it.

Once it has been completed, we will ensure that it is sent to you via email.

We appreciate your understanding in this matter.

Kind regards,

Kingmaker Casino Team

Dear Mirka,

We kindly inform you that we sent you an e-mail providing the requested document.

Kind Regards,

Kingmaker Casino team

Dear Kingmaker Casino,

Please provide player's full game log, not only partial data.

Thank you.

Dear Mirka,

Kindly be informed that we sent you an e-mail for specifications.

Kind Regards,

Kingmaker Casino team

Dear player,

Could you please send me your bank statement for the payment method used for withdrawals in this casino from the beginning of August until now?

Thank you.

how can i send the document?

como posso enviar o documento?

I have now sent it to the email address you left above

enviei agora para o email que deixou em cima

Dear player,

I have received your email, however your transaction history you sent is not sufficient for investigation, since we cannot check if it is an original, or not.

Would you be able to download a bank statement from your bank, which would be in PDF, full, unedited, and with your name?

Thank you.

I don't understand the doubt that the money has disappeared. So explain this to me: I deposited €20, twice on different dates. I withdrew €18. In the history you have all my bets, where you can see that I haven't lost my money. What's the problem?

As for the statement you asked me for, since it has a long date range, they send it to me like this.

não estou a entender qual a dúvida que o dinheiro desapareceu. Expliquem-me então isto: depositei 20€, duas vezes em datas diferentes. Levantei 18€. No histórico tem todas as minhas apostas, onde conseguem ver que não perdi o meu dinheiro. Qual é a duvida?

Relativamente ao extrato que me pediu uma vez que é com um grande intervalo de datas eles enviam-me assim.

Dear player,

According to data provided by the casino, a withdrawal of 18 EUR has been sent to your account on 4th August. According to your Excel file, you received amount of 18 EUR on the same day. Do you have any reason to believe, that that the transaction came from someone other than the casino, and would you be able to prove it? Or are there any other transactions missing?

I keep saying the same thing for months, I don't understand.

20€ deposits:

-25/07

-02/08

A correct withdrawal of 18€ on 04/08.

Where is the other €18 withdrawal I made? After winning €18.79 on the bet with id: 172579677. on 25/07

I've provided all the proof that the money has disappeared, I don't understand. Doesn't anyone want to cooperate?

Estou sempre a dizer a mesma coisa durante meses não percebo.

depositos de 20€:

-25/07

-02/08

Um levantamento correto de 18€ a 04/08.

Onde está o outro levantamento de 18€ que fiz? Após ganhar 18.79€ na aposta com id: 172579677. no dia 25/07

Já dei todas as provas que o dinheiro desapareceu, não estou a entender. Ninguém quer colaborar?

Dear Kingmaker Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

We would like to inform you that we are reviewing your request.

We'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team

Dear Kingmaker Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear luis0124,

We are happy to inform you that the missing amount of 18EUR is active on your gaming account.

Thank you for your cooperation.

Kind Regards,

Kingmaker Casino Team

thank you very much for finally understanding. but since this amount was already available for withdrawal, I shouldn't have to wager it again. Can you check?

muito obrigado pela compreensão finalmente. mas uma vez que este valor já estava disponível para levantamento, não deveria ter de o apostar novamente. Podem verificar?

but no problem, thanks for your help. I've already wagered the amount. I'll give it as completed

mas sem peoblema, obrigado pela ajuda. Já apostei o valor. vou dar como concluído

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

Dear luis0124,

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,

Mirka