Player’s winnings haven’t been received yet.

Hi there,

I am writing a complaint regarding the Kinghills casino (sister site to NineCasino with what seems to be the same staff)

On Friday 26th April I won £1717.98 of which I withdrew via bank transfer, I had been on Trustpilot following and seen many people having withdrawals cancelled, mine seemed to go through fine and be processed… It got the the fifth business day (yesterday 3rd May) and my withdrawal was cancelled by the casino, they have done this to many others and claim a technical glitch.

They claim there was a technical glitch however all week they had been telling me that the payment was with a PSP.

I am getting nowhere with live chat or email, just the same generic responses and I am just being told to wait. I am well aware now if I just ‘wait’ then I will never see this money hence coming here.

I am hoping as a sister site to NineCasino, NineWin and JokaBet you could invite a representative and provide me with some help.

I did see the rules regarding 14 days but as it’s been cancelled I think this merits a complaint now.

Please help, thank you.

Dear JoeH123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, I was willing to wait 14 days but as the withdrawal has been cancelled on the final of the 5 business days, this is why I have came here now.

It takes one look on Trustpilot to see that this is going to be a continuous process.

Sorry to message again,

I have been dealing with Matheus via email and have let them know that I have filed a complaint via this website. Matheus works across the sister sites as well so hoping if we involve a representative you can involve one of the sister sites as I’m aware the casino isn’t on this website due to being newly opened (maybe not so much a coincidence)

Hi please close this complaint, money received after making this complaint

Dear JoeH123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

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,

Kristina

Casino.Guru