Kinghills Casino - Player cannot withdraw winnings due to payment method issues.

Good morning.

This time I have a problem with KingHills casino. I have always used the bank transfer method to withdraw my winnings. Currently, I only have the cryptocurrency method to choose from. After bringing it to their attention, I received feedback that they could not add a payment method other than cryptocurrency. However, when I try to make a withdrawal in cryptocurrency, I get an error. During the chat, I received information that I cannot withdraw currency in euro to a cryptocurrency account (I must use a method that accepts euro). Currently I have a situation where I cannot withdraw my winnings in any way.

Dear mareczek9222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

• Could you please post a screenshot of the error message you see here in this thread?
• Do I understand correctly that you have never requested a withdrawal via this payment method?

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

Best regards,

Kristina

Hi,

I never use crypto in this casino. I always use creditcard to made deposit and bank transfer to made withdrawal.

They only offer crypto withdrawals and at the same time they cancel my withdrawals all the time because they claim they cannot convert euros to crypto. He told me to use another payment method that was not available.

Thank you very much, mareczek9222, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you mareczek9222 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kinghills Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

I received my money in cryptocurrency

Dear mareczek9222,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter