Kinghills Casino - Player’s withdrawal blocked due to verification issues.

Verified with email allowed to continue play, played roulette got x1000 on extreme roulette,anyway balance then £677, tried withdrawing wanted VERIFICATION, didn't have passport or driving licence, downloaded bank statement,gave card details,birth certificate,photo i.d, utility bill, was allowed to continue play UNVERIFIED,lost £560, they then suspended acc, withdraw £94 bank transfer, successfuly,next Min put money back to ACC, was told to withdraw £94.68,now minimum withdrawal £100, can't withdraw or deposit,can't get money.

Hello Theplayer777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Kingshills 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? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Why did they block your account?

Looking forward to your answer.

Regards,

Nick

Hello!

About week ago I was asked to send photo ID I did so wasn't accepted then I didn't hear for a while I've received an email not long ago saying they are paying me if I was send them name of bank

Bank address

Iban/BIC details

I've sent this they said to wait for another email to see if ok

They SUSPENDED account as I wasnt verified, I stated to them why didn't you suspend my account when you knew I didn't have passport driving licence my balance was 677 they said sorry it wasn't suspended straight away I said I lost 560 because of this, the rose state my account should have been suspended straight away that way I would have had my funds still they shouldn't have been allowed me to continue play as I was unverified, if the rules had been followed properly I would have £677.

I was down to 94 pound 68 they asked me to withdraw i withdrew £94 bank transfer which was successful next minute they put their 94 pound back and asked me to withdraw £94.68 but this time when I went to withdraw the bank transfer section had been removed leaving me only faster payment, but that stated minimum withdrawal £100,

Play now state they are going to allow the Withdrawal if I send IBAN/BIC, BANK NAME ETC I'VE SENT NOW JUST WAITING TO FIND OUT WHETHER I GET OR NOT

I RECEIVE THIS FROM THEM I RECEIVED

Hello!

We are contacting you according to your request.

We will proceed with your refund and deliver your actual balance to your bank account.

To do so, please provide us with the following credentials for the refund in text format:

Bank name -

Bank address -

IBAN -

BIC (SWIFT) -

Your full address -

Your full name -

We are looking forward to hearing from you soon.

Kind regards,

Serena, Support team

Hello, Paul!

We have forwarded your request to the responsible department.

As soon as we receive a response from them, we will contact you by email.

Best Regards,

Ophelia

Casino Support Team

08.35

11.40

22.24pm

Three separate emails was sent the first one this morning we are going to proceed to pay your balance to your bank,

The second one we wanted to let you know the past the details to responsible team,

And the third one just to make you know move forward to it on they email you

3 pointless emails and my money is still in the casino account not even moved

So I would update the page

Hi Paul,

We would like to inform you that we are currently awaiting an update from the relevant department regarding your request.

As soon as there is any progress or information available, you will be promptly notified via email.

We appreciate your patience and understanding in this matter.

If you have any questions or need further assistance, please do not hesitate to contact us.

Thank you for your cooperation.

Best regards,

Molly,

Casino support team

Hi Paul,

We would like to inform you that we are currently awaiting an update from the relevant department regarding your request.

As soon as there is any progress or information available, you will be promptly notified via email.

We appreciate your patience and understanding in this matter.

If you have any questions or need further assistance, please do not hesitate to contact us.

Thank you for your cooperation.

Best regards,

Molly,

Casino support team

Kinghills casino have made no attempt to get removed funds from players account to bank account, feel whole situation has become mentaly draining and feel the need to seek advice by my doctor as totally unessary and avoidable which plays on my mindd

0.00 £

' WE CAN ONLY WAIT AND SEE NOW IF THEY ACTUALLY GO AHEAD AND PROCESS IT, WE SHALL SEE!! "

Deposit

Pending withdrawals

05.07.2024, 23:28

Pending

Method

Bank Transfer

Amount

94.68 £

Cancel withdrawal

History

Transactions historyBonus historyCasino HistoryBetting History

Filters

05.07.2024 - 23:28

ID

349503779827127266

Payment Method

Bank Transfer

Amount

94.68 £

Action

WithdrawPending

Copy details

Cancel withdrawal

30.06.2024 - 20:59

I can confirm king hills casino paid my withdrawal,

I received the funds today, that I thank them for, just wish it didn't take all this time.

SECONDLY

I originally won £677, kinghills casino did not suspend my account when they ask for verification documents and I cannot provide because I did not have passport or driving licence,

Licence condition state once I could not produce verification documents to verify who I am,

"THE ACCOUNT MUST IMMEDIATELY BE SUSPENDED UNTIL THE VERIFICATION PROCESS IS CONFIRMED."

I SPOKE TO KING HILLS CASINO LIVE CHAT REGARDING THIS,

HER REPLY WAS :

SORRY THE ACCOUNT WAS NOT SUSPENDED IMMEDIATELY.

NOW IT CLEARLY STATES ,

LICENCE CONDITIONS REQUIRE AN ACCOUNT TO BE IMMEDIATELY SUSPENDED UNTIL VERIFICATION IS COMPLETE.

I HAVE REQUESTED £583.20P TO BE REFUNDED TO ME AS MY ACCOUNT WASN'T SUSPENDED AND I WAS ABLE TO LOSE THE AMOUNT OVER A TWO-DAY PERIOD.

HAD TERMS AND CONDITIONS LICENCE CONDITIONS BEING PROPERLY AHERD TO I WOULD HAVE HAD THIS MONEY,

INSTEAD I WAS ABLE TO LOSE IT OVER A TWO-DAY PERIOD WHEN ACCOUNT SHOULD HAVE BEEN SUSPENDED IMMEDIATELY.

Dear Theplayer777,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Unfortunately, it was your decision to play with the remaining balance and there is not a single reason for a refund. The casino is not suspending account because you can't provide the requested documents - they try to find an alternate way to verify you.

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,

Casino.Guru