Kinghills Casino - Player's account has been suspended due to gambling block issue.

The transactions coming through my bank were not classed as casino transactions as I was informed they would have been stopped by my bank as there is a gambling block on the account. Neither are they registered with the UK gambling commission so sign up and deposits shouldn’t be allowed.

I have also been in touch with Gamstop via a friend who works there informing me they weren’t registered and the payments shouldn’t have been taken or even been allowed to open an account. I am also registered with Gamstop.

I’ve been advised that my account has been suspended now, because of these reasons, therefore shouldn’t have been able to even deposit in the first place. 

Dear Cubbins,

Thank you very much for submitting your complaint I'm truly sorry to hear about your issue with Kinghills Casino.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. 

In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. 

Please understand casinos operating without a UKGC license are not part of the Gamstop scheme. If you open an account in a casino outside of UKGC jurisdiction, you will only be protected after you request a permanent self-exclusion due to gambling problems.

Please let me know if there is any information I haven't considered, otherwise your complaint will be closed.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi I have noticed there was similar complaint with someone for the amount of £1500.

Kinghills are refunding the money to them and have confirmed this and can see in the thread.

The website terms and conditions also states it doesn’t accept GBP as a currency they accept but still allowed me to deposit money.

Also the summary is all wrong on my case it is identical to the one below who has received a settlement,

"I made a complaint as I am someone who suffers with a gambling problem I am registered with gamstop and have blocks on my debit card for gambling transactions however I was still able to deposit on this site and also velobet and instant casino.

i made a complaint to this company as I was informed by my bank that they were not registered as a gambling merchant which is why my bank could not stop the transaction their end. As a result of my complaint I was offered £1500 to end the issue which I accepted. I have since sent of bank details ect all of which was approved and I was told that my refund had been approved"

Received email from them asking for pdf showing registration to Gamstop.

Which I have sent in PDF format as requested.

Thanks for your replies.

Have you received any reply from the casino? Have you received a positive response to your request for a refund?

Hi,

I had an email say the relevant department will be in contact but nothing progressed so far

Dear Cubbins,

Have you informed the casino about your Gamstop registration or struggle to control your gambling?

Has your account been permanently closed?

Have you received a reply from the casino since your last message?

Hi,

Yes they have been informed and the account is closed.

I’ve been asked by a family friend to who deals with cases like this to ask for some information from them.

And I’m awaiting a reply

Could you please specify the precise timeline of events(dates):

• When have you registered in the casino?
• When have you informed the casino about any gambling problems?
• When have you made deposits in the casino?
• When was your account in the casino disabled?

Dear Cubbins,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.