Kinghills Casino - Player’s winnings delayed due to excessive verification steps.

I have made several deposits on the casino over the last 30 days or so and won nearly 6000.

I tried to request a withdrawal and I was asked to upload and ID and take a selfie. I completed this, go an email that my account was verified and withdrew.

My withdrawal was cancelled and I was asked to reverify my account by sending them the proof of deposit and a proof of address. I sent both and got an email that my account was verified, requested a withdrawal and waited.

My withdrawal was cancelled and I was asked to provide a new selfie with a piece of paper and the date written on it. I sent it in, got an email saying my account had been verified and requested a withdrawal.

My withdrawal was cancelled and in the verification section on the casino there was a new tab listed as Proof of funds. I uploaded 2 screenshots on the casino only to have them rejected. I then uploaded 2 more only to have them rejected again. The casino insists on me uploading bank statement with my salary on them despite the fact that I deposited on the casino using my crypto and the proof of deposits I sent were listed under the acceptable documents in the verification section. The money I deposited was money that I won this year from other online casinos which they have the screenshots for.

I have attached all relevant information to this thread and would like to resolve this here as my efforts with the casino are not headed in the right direction.

Dear Ariannarourou,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly

• Could you please advise how much you deposited in the casino over the last 30 days?
• Are the deposits on par with your monthly salary?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share your communication with the casino where you attempted to resolve the issue yourself? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

1- I deposited roughly 1700 at the casino in total

2- This year I have gotten extremely lucky on several casinos online. I have used the gains from those in order to play on the casino. I sent them screenshots of this where the totals surpass the total deposits made at this website. Earlier this year I won 40 000 EUR which they have the screenshot for. I also sent them screenshots for 2 other casinos where my profit is in excess of 10000 each.

3- I played slots only to win with them

4- I have all ready attached screenshots here, but I will now email the last communication with the casino to the email

Thanks for your email and reply.

Have you explained the situation regarding your source of income to the casino?

Is from the screenshots you submitted clear you are the owner of the accounts that were previously verified?

Which withdrawal method have you used to withdraw your winnings from other casinos? Is it the same as the wallet you used to deposit in this casino?

I have explained all this to the casino.

I have told them that I only deposited crypto with them and that all the funds came from other wins.

I sent them 4 different screenshots of casino history and offered to look for more if need be but they are insisting that I send them 3 months of bank statements.

Thanks for your reply

The requirement to request a bank statement might be part of the Anti-Money Laundering compliance of the casino. Once it's requested from the player we might not compel the casino to skip this step. Therefore we would recommend you provide the documents and let us know about the result. If this step is not successful, we'll intervene. Please let us know how you wish to proceed.

I've uploaded 3 months worth of bank statements.

I understand the casino has to go threw a verification process for it's players, but it's clearly written as one of the options that screenshots are accepted and that is what fits in this specific situation.

I got an email last night saying my account had been verified. I have not been paid yet

Still no payment.

Dear Ariannarourou, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The casino paid me 5000 Im missing my final withdrawal

Please let us know when your final withdrawal reaches your bank account.

Everything has been paid

Dear Ariannarourou,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru