Kinghills Casino - Player’s withdrawal is delayed.

I have been waiting since the 16th February for my withdrawal, back and forward with the customer service team and still no resolution. I have contacted my bank and they advised no payment pending and Kinghills keep reverting me back to my own back and I have done so.

i have waited 12 working days and I am no further forward with customer service.

Dear Loop21703641,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kinghills Casino.

I went over the information you provided. Please note that in cases where the payment was processed but, hasn't been received yet, the casino will ask for proof you haven't received it, such as your bank statement.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you already provided the bank statement to the casino, so they may conduct an investigation?
• Have you successfully withdrawn funds from the casino in the past using this particular payment method?
• Have you passed account verification in the casino?

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,

Tomas

Hi,

I have provided bank statements last Wednesday and again for the past three days for both of my banks but again I am advised that it is my banks issue and not there’s.

i have withdrew on several occasions and never had any issues.

my account is fully verified.

please see communication from my bank today, King hills have not responded to me from yesterday after three emails sent. Live chats continue to be of no help advising there is no update

Thank you very much, Loop21703641, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Loop21703641,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kinghills Casino representative to join this conversation and participate in resolving this complaint.

Dear Kinghills Casino,

Could you comment on the situation?

Thank you in advance for providing the information.



Hello,

On the 25/02/25 I received confirmation that the "payment was successfully received"

On the 26/02/25after I had provided an update from my bank I was advised to "be patient and wait 5 working days".

On the 03/03/25 I was requested to provide further bank statements which I done. I was then advised " Please be advised that the matter has been escalated to the relevant department for further investigation. We will make every possible effort to resolve the issue at the earliest opportunity."

On the 04/03/25 I was advised " We would like to kindly inform you that we have received an update from the relevant team regarding your recent request. We are pleased to let you know that your withdrawals of £2000.00, £500.00, and £500.00 have been successfully processed on our end".

" We kindly advise to contact the bank with proof of payments that we have provided in order to locate the payments."

On the 06/3/25 I was advised " There are no refunds on provider side, we kindly ask to wait, we will check again after few days."

On the 08/03/25 I was advised " Please contact us in a few days with a new bank statement for account 3759 and we will check again. Thank you for understanding!"

And now again today I am advised to just wait, respectfully I have waited long enough and been passed pillar to post and no update although I have proven on several occasions I have not received my payment. 

How long will it take for the "relevant team" to process my withdrawal?? 

Hello!

We would like to inform you that the withdrawal funds have been successfully returned to the casino account today, allowing the user to submit a new withdrawal request.

We sincerely apologize for any inconvenience this may have caused and truly appreciate your patience and understanding throughout the process.

Best regards,

Kinghills Casino

Hello Loop21703641,

Did you manage to withdraw your funds from the casino?

I'll be awaiting your reply.

No I haven’t.

I was not notified I assumed the amount credited to my account was compensation to later realise that this was my actual withdrawal credited back to my account, why was I not notified of this sooner the account was credited before 10.30 yet I didn’t receive an email informing me till 12.37?

I feel that this was inappropriate and I had played with the money as I was under the impression that it was another bonus added for compensation.

i believe Kinghills should be accountable and at the very least reimburse be 50% of my winnings as I should have checked if it was a bonus or not.

Hello Loop21703641,

I am sorry to hear you lost the funds in the process. I am afraid that we cannot force the casino to pay you 50% of the losses as you are accountable for your actions in your casino account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.