The player from the United Kingdom had been waiting three months for a resolution regarding his account, where his raw balance was converted into bonus funds with a max win of £43 after he won £152. Despite over 50 contacts through live chat and emails, he continued to receive vague responses about the situation. The complaint was closed due to the player's lack of response to the Complaints Team's follow-up inquiries. The investigation could not proceed or provide solutions without further communication from the player. The player was informed that he could reopen the complaint in the future if he chose to resume contact.
Kinghills Casino - Player's winnings are confiscated as bonus funds.
Closed
Our verdict
Player stopped responding
Amount: £152
Kinghills Casino
Safety Index 8.9 HighCase summary
Discussion
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5 months ago
Have been waiting 3 months for this to be resolved, they turned my raw balance into bonuses funds with max win of £43 when I won £152 I've contacted live chat over 50 times including emails.
But just keep getting told they are looking at it.
Until recently when I found out that they're "workload is too much"
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5 months ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
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.
- Could you please send me a screenshot of your bonus history from September 2025?
- On which game did you place the bet that caused the issue?
- Could you also kindly elaborate on what you mean by the money no longer being in your account?
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
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5 months ago
Dear Paddy123,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
