Kinghills Casino - Player's account is mishandled and refund process is delayed.

KingHills casino allowed me to register and use an account despite being self excluded on GamStop. The casino also misrepresents transactions as non gambling transactions to circumvent debit card gambling freezes I have in place, allowing self excluded people with gambling addiction to continue gambling with no restrictions. Due to my gambling issues I deposited and subsequently lost every penny I have due to this casino avoiding self exclusion methods and enabling problematic gambling.

I have reached out to the casino on several occasions, who stated they are initiating a refund of all deposits but have yet to receive a meaningful response and it is becoming clear that they are stringing me along and providing false hope.

every email is ignored, and chat sessions constantly terminated when I request updates on the matter.

Dear Casmc1999,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kinghills Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino about your gambling problems?
• Has your account been closed as a result?
• Could you please provide a clear timeline of key events? (deposits being made, your communication with the casino regarding the issue)
• Could you please share with me your communication with the casino discussing the refund? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Today I received confirmation that I would receive a refund of the total amount deposited and lost.

I have signed all documentation requested by them and am awaiting receipt of the funds.

I would like to remove this complaint to avoid causing issues with receiving my refund

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.