Kinghills Casino - Player's withdrawal is delayed and account is locked.

hi I need some help I’ve been trying for a week to get my wirhdrawal they kept cancelling it they then had me send all verification which I did, passport banks, statements etc, and they kept on cancelling my withdrawals making excuses I woke up to email saying they had passed it to irrelevant team and there working on it, to go on account and they had cancelled my withdrawal for no reason as I was fully verified I went on to live chat, and basically told them they had no excuse to cancel as I’m verified and then they no locked me out my account and I just want my withdrawal the amount of days I’ve spent chasing is ridiculous please can you help it’s Kinghills Casino

Dear jackmack2321,

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. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Has the casino informed you about the reason for blocking your account?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

Best regards,

Dominika

No never first time playing, they closed my account saying it was because I used my partner card to deposit because mine wasn’t working, I didn’t know I couldn’t because it still let me deposit anyway, after they closed they’ve tried to refund me 1 deposit of £22, when I deposited £180 and have current £200 wirhdrawal that they won’t pay me and I’m not sure what to do, yeah if they want to keep my account closed because of that, that’s fine but I shouldn’t be not allowed winnings or even all my deposits back not just £22 that hasn’t even hit my bank it’s ridiculous I went round it circles over and over with verification excuse after excuse and nothing i also withdraw to my own bank also no it wasn’t active bonus funds and baring in mind they made me send all her cards passports etc, so it’s not like they haven’t verified her either

Any update please they only refunded me £21 out £180 deposits and pending £200 wirhdrawal thanks

Dear jackmack2321, how much did you deposit with your partner's card?

Is the £22 the amount deposited using your payment method?

Yes that’s right I deposit £180 and they refunded me £20 that’s it

But yet want to tell me they can’t refund me the rest because I was using my partner card, but you’ll keep £160 of my money off her card but wouldn’t give me withdrawal I literally sent them everything every detail of me and hers

And the £20 they did refund was off her card also may I add

Dear jackmack2321, I have checked the T&Cs, and this is what I found:

8.You may only use your own personal credit/debit card or another payment method to fund your account. The name appearing on the credit cards, or registered on the payment accounts used for deposits or payouts must correspond to the name registered on your account.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Dear jackmack2321,

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.