Kinghills Casino - Player’s winnings haven’t been received yet.

On trying to withdraw and verify information my account has now been suspended. I have £5000 pending withdrawal and £40,000 still in my account. All documents at first have been fine with being verified. But now my deposit information is constantly being refused. My bank has assured me all documents are fine and everything the casino has asked for. But still they continue to refuse the documents.

Now they have weekly withdrawals of £5000 and a maximum of £15000 a month.

i have spoken with live chat and they have escalated my complaint which has now led to me account being suspended. I have wagered nearly £440,000 and now I want to withdraw. They’re coming up with every excuse possible. I have threatened them with complaining to the CEG online gaming commission. As well as yourselves. I know it’s not been two weeks. But still i believe they are acting inappropriately. There are plenty of bad reviews on trust pilot and in starting to worry my winnings will be lost. Any help would be appreciated. Thanks.

Dear Johnson2792,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Johnson2792,

Have you received your withdrawal from the casino yet?

Dear Johnson2792,

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.