Kinghills Casino - Player’s account has been suspended after verification issue.

Hi my name is huili z**** . I play with kinghills casino, I deposit a lot of money from this website , but I can’t withdraw money from my account before verification, because I don’t know how to do it I ask my husband help me, but he send a wrong picture to them, but after I send all right documents and my selfie to support them so many times no one responds and my account has suspended, because I deposited a lot of money I just want withdrawal my money from my account please help me.that money is very important for me! Thank you so much!

Dear Huilizhang84,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with Kinghills Casino.

To better understand your situation and assist you effectively, could you please provide more details on the following points:

• What date did you initially attempt to verify your account, and when did you send the correct documents and selfie to the casino's support team?
• Did you receive any responses or confirmation from the casino after submitting the correct documents? If so, could you please provide those communications?
• Can you specify what error or issue occurred when your husband sent the wrong picture? Did the casino mention this specifically when they suspended your account?
• Have you received any specific reasons or explanations from the casino regarding the suspension of your account?

Please forward any relevant communication or documents to petronela.k@casino.guru.

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,

Petronela

Hi I did upload my documents on1th of July, because I don’t know how to upload documents I ask my husband to help but he sand my uk driving lessons by mistake he took selfie for him self. And I try to explain to them by email and on line chat no response and them suspended my account, and I did send them my driving license and passport and my selfie to support team more than 10times and no one has responded, and I told them by mistake uploaded wrong selfie by email as well! I deposited a lot of money I just want my money back from my account!

Hi Huilizhang84,

This is a rather unusual situation. Please understand that such a mistake could potentially jeopardize your winnings. Sending someone else's personal documents to verify your account is a serious concern for any casino.

• Could you please clarify if your husband sent his personal documents to verify your account using either your or his email address?
• Additionally, does he have an account in the same casino?

Thank you.

i sand my driving license, I asked him help me take the selfie by mistake his send his selfie, but I uploaded is my ID is My driving license, he doesn’t have a account with them!

also I try uploaded my selfie by myself but verification page was blocked I can’t do it. But I send emails with my photos ID AND selfie so many times to the support team as well!

if they don’t withdraw my money, they should refund my deposit, because my deposit is more than my withdrawal amount!

Hi Huilizhang84,

• One final question, please: Is the email address that you used to register in the casino and from which you sent the documents to verify your casino account yours or your husband's?

Thank you.

Dear Huilizhang84,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.