Kinghills Casino - Player’s verification is delayed.

Hello, i have problems with my verification, they asked an id, a proof of bank statement

They accepted those, but they asked proof of funds

I sent them so much documents about winnings from other casinos and transactions about selling my crypto, but they refuse it all and they dont give me clear reason why

Keep in mind i deposited about 5000 euro overall and i showed them about 10x proof of winnings or crypto selling

I cant upload it all, but if you need i can send it in email

Hello Drakkor,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kinghills Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• When where those documents you stated approved?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, they finally accepted my verification

Now they check my account and now i waiting for my withdraw also

Hello, they declined my proof of funds again, they dont give me any reason why

Hello, they still dont answer me

Hello Drakkor,

Thank you for sharing the casino's email. Based on their request, it appears they require a statement of your salary or regular income for the past 90 days, rather than records of winnings or cryptocurrency sales.

Could you please confirm if you have such income documentation available?

Looking forward to your response.

Best regards,

Nick

I dont have regular income in the last 3 months

My money is savings and winnings from other casinos, their other casino accepted it (bdmbet) and they are in the same managmant so i dont know whats the problem with it

Why they dont accept my winnings as proof of funds when clearly my deposits to their casino is from other casinos and i sent them every proof of it

Also they dont answer to my emails and the live chat is not available for me so its hard to communicate with them

Also here it says "proof of winnings" so they should accept that document

Hello Drakkor and thank you for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Drakkor,

I have reviewed your case and am sorry to hear about the difficulties you are facing with the verification of your source of funds. I will reach out to the casino on your behalf to see what can be done regarding your situation.

In the meantime, could you please provide more details about the documentation you submitted? Specifically, did you only send Revolut transactions, or did you also include screenshots confirming your accounts at other online casinos and withdrawal history that corresponds with the payments on Revolut?

Dear Kinghills Casino, I invite you to participate in this conversation to help resolve the player's complaint. Could you please provide more information regarding this case? Specifically, can you explain why the player's documentation was rejected? Additionally, do you accept winnings from other online casinos as a source of wealth, considering the player does not have any other income?

I look forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Yes, I sent them in email about 15 screenshoots about my winnings from other casinos

Hello Drakkor!

Thank you for providing the necessary documents and bringing this issue to our attention.

We want to reassure you that our team is giving this matter the utmost priority and is actively working towards a resolution. We are committed to resolving the issue in a way that is fair for both parties, and we will keep you informed as soon as we have an update.

We appreciate your patience and cooperation during this process. Should you need any further assistance, please feel free to reach out.

Kind Regards,

Kinghills Casino

Thank you for checking the issue, Kinghills Casino. Please, update us as soon as you have the results after reviewing the player's documents.

Hello!

We are sorry for the delayed response.

Please rest assured that we are still actively working on resolving this issue and are committed to finding a fair and satisfactory solution for all parties involved. Our team is conducting a thorough review and coordinating with the relevant departments to ensure that the matter is handled appropriately.

We will update you as soon as we have more information to share. In the meantime, should you have any additional questions or concerns, please do not hesitate to reach out.

Thank you for your understanding.

Kind Regards,

Kinghills Casino

Dear Kinghills Casino, I will extend the timer for another week. I hope you can provide us with any updates or explanations regarding the player's issue within this timeframe, otherwise, I will be forced to close the complaint as unresolved.

Yeah but its been soo much time

De all,

Thank you for your understanding and for allowing us additional time to address this matter.

We fully acknowledge the importance of resolving this issue and sincerely appreciate your patience. The situation requires a detailed review to ensure that we handle it thoroughly and fairly. Our team is currently conducting an in-depth investigation to get to the root of the matter and determine the best course of action.

Please rest assured that resolving this issue is a top priority for us. We are committed to finding a resolution that is fair for all parties involved and to implementing measures to prevent similar issues from occurring in the future.

We will keep you informed of our progress and provide updates as soon as possible. Thank you for your cooperation and understanding.

Best Regards,

Kinghills Casino

Okay, but its been a month and i still didnt got my money

Dear Drakkor,

Thank you for being so patient.

Your account is now verified, and you can now request a withdrawal. Once the withdrawal is completed your account will be closed per administrative decision.

Thank you for your understanding and patience. Let us know if you have any other questions.

Kind Regards,

Kinghills Casino

Dear Drakkor, please let us know if you have already submitted a new withdrawal request.

Hello, they keep canceling my withdraw, they say I cant withdraw in crypto, but i deposited in crypto more times

Now i asked for my revolut bank account, I hope they process it quick

Hello!

We are sorry for the delayed response and thank you for your patience.

We would like to inform you that your withdrawal has been successfully processed and paid from our side.

Additionally, we would like to notify you that your account has been closed in accordance with an administrative decision. Should you have any further questions or require clarification, feel free to contact us.

We remain at your disposal if you have any further questions.

Best Regards,

Kinghills Casino

I did not get the money yet, but waiting for it

Thank you both parties for the updates.

Dear Drakkor, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello, i still didnt got my withdraw yet

Dear Drakkor,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I didnt got my money yet

Dear Drakkor, could you please share your bank statement for the last 3 weeks, so that we could see no payment was received? You can send it to my email (natalia.b@casino.guru). Thank you.

Dear Drakkor,

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.

Thank you, Drakkor, I have checked the email you sent on Saturday (4.1.2024).

Dear Kinghills Casino, based on the bank statement the player provided, no payment was received. Please confirm that the withdrawal was processed from your side (you can send it to natalia.b@casino.guru). I would appreciate it if you could contact your payment provider to investigate the issue.

Hello!

Thank you for reaching out again.

We have informed the finance team and the provider, once we have an update we will immediately notify you.

Thank you for your patience and understanding.

Best Regards,

Kinghills Casino

Thank you, Kinghills Casino. We'll be awaiting updates from you.

Dear Drakkor,

Thank you for being so patient.

We are happy to inform you that the refund was done from our side. Plese note that it can take up to 5 business days for the funds to be delivered to your account.

We remain at your disposal if you need any further help.

Best Regards,

Kinghills Casino

Dear Drakkor, can you please confirm if you have already received the money back in your balance?

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.

We’ve reopened this complaint at the request of Drakkor. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The following message was received from the player:

Hello, i still didnt got my withdraw from them, now they checking

Dear Kinghills Casino, please, specify what have you been checking and what is the status of the payout.

Dear Natalia,

Thank you for bringing this to our attention once more.

The refund failed on the payment provider's side and we are currently processing a new refund for the player, once we are done you will be notified immediately.

Thank you for your understanding and patience.

Best Regards,

Kinghills Casino

Thank you, Kinghills Casino. We'll await further updates from you.

Dear all,

Thank you for being so patient

Our team processed another refund on 28/01. Drakkor can you please check if the funds were received?

Looking forward to your reply.

Best Regards,

Kinghills Casino

Dear Drakkor, let us know if you have received the refund from the casino.

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.