Beschwerde #6 Kineko Casino

Can't withdraw money because of a bug on their website

Von palsion

vor 2 Jahren

Hello. I can't withdraw money from their casino for a week now. I made a deposit of 184 TRX. I played a little bit and increased my balance to 4800+ TRX. I decided to withdraw the money and started to make a withdrawal request.

At the time of withdrawal I was met with an error: "you have not fulfilled the 1x wager requirement of your initial deposit". Although the amount of wagers was 3 times my deposit, I tried to play more and played slots for another 800 TRX. I had 4641 TRX on my balance. I started to make a withdrawal request again, but I kept getting the same error.

I wrote to technical support and they said that my situation would be reported to the department that deals with it. A day passed, there was no answer, I wrote to support again and they wrote me again that the answer will be passed to the right department.

Another day passed and again there was no response, I wrote to them to manually withdraw money to my wallet "TYUQWytY8DiEnq7mA3w65eZVFhAwyNfbRM". I was again told that my request would be forwarded to the correct department.

Over the next few days I was simply ignored and did not respond to any messages. I am still getting the same withdrawal error, tech support is not responding to me.

I'm attaching a video where you can see everything clearly. I got suspicions of fraud.

Please sort out the situation and help me to withdraw my funds.

Unseriöses Casino Kineko Casino

Grund Software-Aussetzer

Betrag $565

Diskussion

AskGamblers

• Support Team

vor 2 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

palsion

vor 2 Jahren

Hello. It was very pleasant and unexpected that the casino responded. Until recently I didn’t believe that I would be able to cope with this problem.
At the moment, errors when withdrawing funds no longer appear. The money was successfully withdrawn to me. Thanks to the askgamblers and kineko teams for their operational work. The complaint can be considered resolved.

Kineko Casino

• Representative

vor 2 Jahren

Dear Palsion,

We sincerely apologize for the inconvenience you've faced regarding your withdrawals. Upon careful investigation, we identified a technical error related to our general wager requirement of 1x, implemented for money laundering prevention, and your exclusive use of bonus wallets.

We want to assure you that this edge case has been promptly addressed and resolved. Moving forward, all eligible withdrawals will be processed seamlessly. Kindly proceed to request a new withdrawal, and our team is committed to ensuring a smooth and timely processing of your funds.

Once again, we appreciate your patience and understanding in this matter. If you have any further questions or need assistance, feel free to reach out to our customer support team.

Best regards
Kineko

Kineko Casino Beschwerde-Statistik

Gelöst 7 / 12

Durchschn. Betrag $5,286

Durchschn. Dauer N/A

Durchschn. Antwortzeit N/A

Kineko Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Has been holding my payment for over a month

Hello. I was betting on sports in this casino. I had 4 deposits and 3 results. Then sports betting stopped working (they said technical work), I withdrew part of the funds. And left a little on the account. I thought that they would fix it quickly, but the time has come. Then I put money on the account for withdrawal, and for more than a month the transaction has been in processing. The support service redirects my requests above, and does not provide anything else (nobody knows). 420.06 yusdt from August 15 is being processed to this day. Return my money!!! If I need to attach more evidence of what the casino has, they want to deceive you!!

Ungelöst

$420

5 days and still pending withdrawal

I have withdrawn €11203.24 but it is held as pending, the problem arises in that the chat support cannot give a timescale in which the funds will be released.

To clarify I have not played any sports bets only casino slots. I will keep you updated as I have asked why my withdrawal amounts have been reduced and am connected on chat with Graham which seems to be the person others who have raised complaints have conversed with.

Ungelöst

$11,203

Delayed payment without any reason no help from support

Hello, dear Askgamblers team.

I read a lot of reviews and encountered the same problem as many users, they also do not withdraw my funds for no reason.

On June 16, I made a deposit of $80, started playing in the casino and won $500, I received this withdrawal, on the same day I made another deposit in the amount of $1237 and also started playing in the casino and betting on sports, with a final balance of $4812
On June 16 I made a withdrawal request of $990 and $433 I waited 1 day nothing happened, on June 17 I made a withdrawal of $99 and $3290 and for no reason 5 days do not confirm these withdrawals.
For 5 days in support, a guy named Graham tells me the same thing as other users.

I have no access to any information with regard to what the issue is or how long it may take.
I send regular summaries of all outstanding support issues, which include yours.
When this happens no response is given by the management team until they have completed any required investigation.

That's all he writes, no adequate response to the situation.

I also tried to contact discord, but there they also ignore their players or pretend that they are trying to help.

I have never experienced such problems with withdrawing funds from a crypto casino; usually this process takes several minutes or several hours.

I hope that your forum with an authoritative name can help me solve the problem with this casino.

Gelöst

$4,812

Casino ignores the withdrawal request

Hello, dear Askgamblers.

This casino does not withdraw funds.

I wouldn't post here if I was given any information. Why is the payout delayed? What happened? How long do I have to wait? What can I do to speed up the process? None of these questions have been answered. So I have my doubts, this is all very strange.

I made a request for funds on June 17. Since then the request is still pending. I had a deposit. I can provide all the documents I need to pass the verification process. I am writing every day to the technical support on the website, but they are not giving me any clear answer. They just tell you to wait and don't do anything themselves. No reason why this happened, I didn't find out

Maybe contacting your forum will help me, because I see them solving problems here.

Really hoping for a quick resolution to the problem. Thanks

Ungelöst

$363

Delayed payment without reason

Hello. I decided to write to your forum after unsuccessfully trying to solve the problem with this casino. On June 14, 2024 I made my deposit to this casino in the amount of 0,0008 btc. On the same day I won 0,0022 btc and tried to withdraw them. It has been exactly one day since my request, my withdrawal was still marked as pending. I wrote to the live chat, a person with the name Graham answered me and said he would pass the information to the right department to help me withdraw the funds. Another day passed and the situation was not resolved, I wrote to live chat again, I was also told to wait. I have been writing to the live chat every day for 5 days in a row and I get the same reply. I realized that I will not find help in live chat and went to their discord. In discord I created a ticket to support. A large amount of time passed and nobody answered me. As a result, I can not get my payment, and their support does not try to help me and ignore me. So I decided to write a complaint here, maybe with your help I will be able to understand the situation. I have attached video and screenshots.

Gelöst

The withdrawal of funds in the pending has been going on for a month

I made my first deposit on April 17th, then I bet on sports. After that, I made more deposits and made withdrawals. Withdrawal requests were processed very quickly. On April 24th, I requested a withdrawal, but it was not processed. This request is still pending, it will be a month soon as I wait for it.

Live chat support can't help me. I write to them almost every day, but they claim that there is still no information about my withdrawal request. It seems that they just don't want to give me the money that I won. I would like to get my money back.

I can send screenshots of correspondence with Kineko support. as well as proof of deposits and withdrawals. I can't figure out how to attach screenshots in this request.

Gelöst

$659

Pending Withdrawal for a Month now with no resolution in sight

On Jan 15th, I made 4 deposits to the Kineko casino through my crypto wallet with no problem. 3 of the deposits totaled up to $670.05 in ETH which was used to play blackjack. I also made a deposit of $256 Kineko to stake on the site while I played to earn rewards.

I was able to turn my winnings into 3.12 ETH ($8,675.29 current price). Plus my $256 of Kineko I deposited to stake. I tried withdrawing the entire amount on the same day (Jan 15th).

We are now a full month passed since I tried to withdraw my winnings and staked Kineko and the transaction is still pending.

I have reached out to live support multiple times over the past couple of weeks with promises of "management" reaching out to me, but I've never heard from management for an entire month so far.

I reached out again (Feb 15th) before writing this complaint, and reached a message back that stated: "I am sorry about the delay

"Something on your account has been flagged for checking

When this happens no response is given by the management team until they have completed any required investigation

Sometimes this also uses external regulators, which can then take longer.

I have no access to any information with regard to what the issue is or how long it may take

I send regular summaries of all outstanding support issues, which include yours

There is nothing else I can do"

I don't understand why there is no communication from their end letting me know what is going on, why my account and withdrawal are flagged, or what I can do to get this resolved.

I have tried going on to their discord to submit a ticket, as well, but it won't let me stating that they have too many tickets and cannot open another ticket. Inactive on their discord.

The communication from Kineko's side has been extremely poor and the live chat is not helping and I feel left in the dark and helpless.

At this point, this website feels like a scam and fraudulent by kept my winning and staked crypto on their site for a month now, without being able to withdraw or any resolution/communication on what is going on in order to get this resolved.

I can't even withdraw my staked Kineko that was never used for gambling. I have never had a problem on any crypto site I've used with having problems of withdrawing staked crypto at any time (unless stated otherwise or given a warning that there's a locking period).

Gelöst

$8,675

Withdrawal in status pending more than 3 weeks

Hello.

I have been using my Kineko.com account since March 2023. My activity is only in their sportsbook. At the moment, I have 2 successful withdrawals, where the processing time has reached a maximum of 2-3 days. Now I have problem with withdrawal. I bet only on top events, 90 percent of my bets are NBA. There were no difficulties with withdrawal before.
On November 27, 12:14 I initiated a withdrawal of $ 5,564.06, waited 3 days and after the money didn’t come to me, I started to write to the support. I tried to get an answer via online chat, but the guys just passed my requests to the management team. After 6 days, they asked me to send documents (IBAN, passport and proof of address). I provided all the documents on December 6 and after that silence. I wrote many times to them, asking what I can do to make the process faster and still no answer. There is no communication between the clients and the support. It looks like a scam company.

I am asking the Askgamblers team for assistance in clarifying this case and resolving it.

I provide screenshots. If you need any other additional information, please let me know.

Gelöst

$10,150

Withdrawal pending for 1 month

I have been waiting for 2 withdrawals. The first one was made November 19th and 2nd made December 1st. I have spoken to a live agent numerous times with the only information he’s given me each time is I will write the relevant department again, never receiving any information about the withdrawals.

On November 19th, 2023 I requested a withdrawalfor 0.2 Btc. I then requested another withdrawal on December 1st, 2023 for another 0.2249 Btc. So in total I have 2 withdrawals pending for a total of 0.4249 Btc. I have been trying to get answers on my withdrawals for a month now with no helpful information given to me.

Please help me with these withdrawals

Ungelöst

Withdrawal pending for far too long with no valid reason why

Hi I have made countless emails and contacted live chat support about my pending withdrawal that has been sitting there for nearly 3 days which is very unusual. Especially it is bitcoin which is usually easy to verify if needed and an instant withdrawal.

Customer support has failed to give any kind of solution or answer for it.

I have made many withdrawals from different casinos and usually a casino won't have a withdrawal pending for more than 24 hours it's either approved or winnings will be returned to your casino account.

This has been pending for far too long with no valid reason why. Terms and conditions don't say anything about pending withdrawals.

Gelöst