Kinghills Casino - Player's withdrawal substantially less than expected winnings.

Basically I signed up to this Kinghills and deposited £20 I then played on it for a bit then deposited another £20 I had been playing for a while got my balance up to around £1360 and then I had to meet this wage requirement which I did and then when I went to get my funds it said only £130ish why and how can they do this ?

best regards

emma ****

Dear Emgems35,

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

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

• Could you please share which bonus you activated and played that led to your winnings?
• Have you contacted casino support and asked for an explanation? With what result?
• Could you please share your communication with the casino? 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 very much in advance for your reply.

Best regards,

Tomas

Hi I had played this game the gates of Olympus as you can see i won £993 from that one game and I won on others as well I hope this helps I have tried to speak to online chat it’s one of those automated people so I couldn’t get threw to the right department so I left it

best regards,

emma ****

Were you able to check your bonus/promotion history? It's possible the casino applied one of the maximum win rules regarding your bonus if you accepted one.

Please let me know if that's the case, or whether you need further assistance.

I’ve already tried that it won’t let me see it I’ll have a look again though and screen shot you anything I have ok?

best regards,

emma ****

You should be able to access your bonus history and inquire about any rules of the bonuses you accepted and played.

On mobile, the section can be found when clicking on your player profile picture in the upper right corner, then 'history' and 'bonus history'

Have you contacted the casino live chat regarding the specific rules of the bonus you accepted? With what result?

Dear Emgems35,

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.