The player from the United Kingdom experienced issues with the casino that did not permit UK players to sign up or deposit for real money. Despite this, the player deposited £220 and requested a refund due to the site's restrictions. The Complaints Team informed him that they could not assist in cases where a player from a restricted jurisdiction deposited and lost funds during regular gameplay. Consequently, the complaint was closed as the casino had discretion over refund decisions.
Kinghills Casino - Player was able to register and deposit despite being from a restricted country.
Amount: £220
Kinghills Casino
Safety Index:HighSafety Index
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8.9
Kinghills Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
The site does not allow uk players to sign up nor deposit or play for real money.
I should never been allowed nor for them to raid my money.
I deposited £220 and want a refund as I could never play for real money or should been allowed to sign up
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2 months ago
Dear Alex1012,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify the current balance in your casino account?
Have you used any VPN or IP-masking software to alter your true location when accessing the casino website?
Did you submit all the correct personal information in your casino profile, including your country of residence?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
The balance is 0 I have not used any vpn and inputted all the correct details my address ect that I’m from the uk I have even contacted them direct
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2 months ago
Thank you for your reply.
Please understand that, according to our company policy, we are unable to assist in cases where a player from a restricted jurisdiction successfully registered, deposited funds, and lost them during regular gameplay. We only handle complaints where a player from a restricted jurisdiction was allowed to register, deposit, and play, but upon winning and attempting to withdraw their winnings, the casino blocked the account and confiscated the funds due to the player’s location.
If the primary basis for your request is that the casino should not have allowed you to register and deposit funds, I regret to inform you that we cannot persuade the casino to refund the full amount you lost in regular gameplay. Ultimately, it is at the casino’s discretion to decide whether to issue a refund—either in full, in part, or not at all.
Due to the aforementioned reasons, this complaint will now be closed. 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.
Best regards,
Veronika
