Kinghills Casino - Player’s promised refund has been delayed.

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 but I still have not received it every time I go to live chat I am met with the same generic replies "the relevant team are working on your case and will respond via email with an update" if I email the company I never receive a reply and if I do it’s the same as above.

Dear 49bwg8rdmh,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced with the online casino.

To help us investigate your case more thoroughly, could you please provide the following information:

• The date and time when you made the initial complaint to the casino.
• Screenshots or documentation of the casino’s communication confirming your refund of £1,500.
• Any additional communication you have had with the casino, including live chat transcripts and email exchanges.

If you have any relevant communication or additional documents, please forward them 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

I have sent via email

Screenshots from the player:

Thank you, 49bwg8rdmh, for forwarding the messages. I can see that the refund as a goodwill gesture was approved on May 19th and initiated five days later. Please allow a few more working days for the refund to reach your account, and keep me updated on any further developments.

Looking forward to hearing from you.

How long would you say to allow for a refund as it’s been almost a month now?

Thank you very much, 49bwg8rdmh, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello 49bwg8rdmh,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Kinghills Casino,

Could you possibly provide additional information regarding the refund and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear 49bwg8rdmh,

I am glad to see that you have received the confirmation email from the casino. Please, let me know here in the thread when you receive the refund so we can close this complaint as resolved. I will be waiting for your update.

6days and still no refund

Dear 49bwg8rdmh,

Do you have any new updates regarding the refund?

Dear 49bwg8rdmh,

I am in contact with a casino representative outside of this thread and he promised to look at the situation. I will keep you informed.

Still nothing today

Still no refund spoke to someone on live chat who claims it’s all paid on their end I have sent bank statement to prove I haven’t received payment and they are now claiming that this can’t be opened could I send again. I have also asked for proof of payment from their end which hasn’t been acknowledged in their email reply

Hi

just wanted to keep you updated on the situation. I was asked for a bank statement for the 11/06/2024 up until present so that they can ensure I haven’t received refund which I sent straight away I have now been asked for bank statements dated back to 29/05/2024 which would be before the refund was even paid on their end so there is no need for them to look at those.. i was told that everything was done there end with regards to refund so they were going to chase up payment provider still no update on that either.. I have asked 4 times for proof of payment from their end which I was told by an advisor on live chat that I could get if I asked via email each request for this has been completely un Acknowledged

Dear 49bwg8rdmh,

Please, provide the casino with everything and I believe we can sort this situation out and you will get your refund.

I have provided everything however I don’t understand why they are asking for bank statements before the payment was even made and not providing proof of payment that they claim they made something doesn’t add up

Dear 49bwg8rdmh,

Would you be able to give us an update regarding your case?

Still nothing I have been told that the payment was rejected by my bank but after discussing this with my bank they confirmed no payment had been made/rejected by them. I have given different details for my other account and all ive had since is the same generic reply that I was getting to start with

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

We would like to inform you that our financial department is still working on this issue and is doing its best to pay the disputed amount as soon as possible. Rest assured that your case is treated as a priority.

We hope for your understanding.

Best regards,

Kinghills Team.

It’s just not good enough though this is what I keep getting told but nothing is actually being done my bank told me no payment has been made or rejected and you are telling me my bank rejected the payment. So clearly the payment wasn’t even made. It’s been going on for almost 2 months now

I also asked for proof of payment multiple times and still nothing

Now claiming the payment was processed their end but still no proof of payment so I can’t even chase it up with my bank.. where do you suggest I go from here as I am really losing patience now

Dear 49bwg8rdmh,

You know that we requested alternative details from you to pay out a refund, so unfortunately it took some time.

We are now pleased to inform you that the refund of the disputed amount has been repaid using alternative details on July 1st. Funds must be credited within 5 banking days, we kindly ask you to wait.

Best regards,

Kinghills Team.

Thank you, Kinghills Casino for the update.

Dear 49bwg8rdmh,

Could you confirm that you have received the payment so we can close this complaint in our system as resolved? I will be looking forward to your reply.

Dear 49bwg8rdmh,

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.