Kinghills Casino - Player’s account remains active despite self-exclusion.

Hi I've just saw that THE UK is not allowed to gamble. Now I've been using kingshill for well over a year. They obviously have been taking my money even though I'm on gamstop. I've had numerous hospital treatment for my addiction issue's. My self excusion has also been for over a year. They have allowed to take my money know very well that I'm never going to be able to take any large winnings out. I am classed as a very vulnerable adult, this seems totally unfair. I live alone and am about to loose everything due to their negligence and duty of care. Now they can say that I should have read t&c but how can hlthey expect someone with huge mental health issues to understand their complicated rules and regulations when they are not adhering to them when taking my money. Please help before I literally loose my life as this has to be illegally curupt on their part. Please help

Dear Hogg,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience 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. 

• Could you please advise how much currently is your withdrawable balance? 

Please be advised that self-exclusion in unlicensed or casinos licensed outside of UKGC is applicable most of the time in only that specific casino. Gamstop self-exclusion is only applicable in casinos licensed under UKGC.

If your account in the casino is currently open, I would recommend you request a self-exclusion in the casino due to gambling addiction as soon as possible.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Kinghills support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material permanently

The reason for my decision is my gambling addiction

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@kinghills.com (you can CC me at tomas@casino.guru) and keep me informed about any further developments.

Thank you in advance.

Best regards,

Tomas

I have already did all that. I won £12500 2 weeks ago and they declined everything that they asked if me until I ended up gambling it all.. (this is due to me being addicted and waiting for them them allow me to withdraw) they refused every possible photo I had until I lost every penny. To me this again is negligence and of course very corrupt in how they handle winnings knowing people like myself she unable to stop if the money is available to gamble. This has been the the part that has thrown me over the edge with my mental health

Thanks for your reply.

Could you please provide a more detailed timeline of events regarding the verification of your account, requested withdrawal, and self-exclusion request?

Could you please share the self-exclusion request you sent to the casino with me?

Send the information to my email at tomas@casino.guru

Dear Hogg,

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.