Kinghills Casino - Player’s winnings confiscated after account closure.

I was asked to verify my account i was waiting for my photo id to come through the post

when i went to upload kinghills had closed my account i have sent several emails they sent my last deposit back to my bank but refuse to give me my winnings of £500 thats in my account

Dear Poppy100,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Were your documents approved?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello i played on the slots all my other documents were approved i was just waiting on my photo id which has now arrived i had played the wagering required so the money that was in my account was mine to withdraw

Thank you very much for your reply, Poppy100. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

All of my other documents had been approved it was the photo id they were waiting for i sent them a voting id with my name and address on and also had a photo on there but they are not accepting that as proof so now i have sent of for a provisional license

I’m very sorry but you haven’t answered my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Poppy100,

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.

We’ve reopened this complaint at the request of Poppy100. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Has there been any news since our last conversation? If not, could you please get back to my message from August 12 and provide the required information?

Hello there has been no response i have informed them that i am still waiting for my driving license to come as thats the only id i could send for

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello ive not had much communication from kingshill ive emailed them twice to explain to them that i am still awaiting my driving license to come

Do I understand correctly that you are waiting for a new driver's license to be issued? Could you please clarify when exactly you applied for it and when should you receive it?

Hello yes thats correct im hoping that it will be here this week

Alright. Let's give it a few more days. Please, keep me updated.

Dear Poppy100,

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.