The player from the United Kingdom had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint due to a lack of information for further investigation.
Kinghills Casino - Player believes that their withdrawal has been delayed.
Amount: £121
Kinghills Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
I have attempted to withdraw the same amount 8 times via bank transfer to 2 different accounts in my name, every one comes back as declined and goes back into my playing balance. I have previously withdrawn via faster payment but this option is not available to me. I have sent numerous emails and had numerous live chats and no one is helping me explain the reason they are declining and not putting the faster payment option on to my withdrawal options. I am entering correct bank details every time and they are my accounts.
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3 months ago
Dear danielle.young44,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
Dear danielle.young44,
Have you received your withdrawal from the casino yet?
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2 months ago
Dear danielle.young44,
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.
