Kinghills Casino - La retirada del jugador se ha retrasado.

I have been with kinghills for quite a while now and never had issues..in the third week of June I made 5 different withdrawls totalling £750 all stated paid and completed.i usually recieved any withdrawls within 24 hours..11 days later I have yet to recieve any of the 5..my earliest one from the 21/06 was eventually paid via there payment system after uploading banking docs to prove i hadnt recieved the funds as stated..this was 3 days ago and still haven't hit my bank..theother 4 I'm still waiting for the necessary department to find out what has happened to the other £650.as yet they have requested no documents if proof that the funds haven't hit my account

Hello,

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 the 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, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning Veronicka thanks for the speedy reply..i have no issues waiting the 14 days it's just very unusual for the site to take as long as it has done.as I've said I've been a member for a long time with no issues.all the past deposits and withdrawls have been speedy and efficient...and there's been lots of both😁

Thank you for your reply.

Am I correct in understanding that you have passed the full KYC verification, and you have not been asked to provide any additional documents for verification recently?

What types of games did you play to accumulate your most recent winnings?

Have you contacted Customer Support to ask why your payments are taking so long to process?

Good afternoon veronica..i can confirm I was a far as i was concerned verified i joined a ling time ago😁..strangely today after lots of deposits and withdrawls over a 12 month period they have asked to verify the account. I have now been verified..they have asked me to speak to my bank which I did and they confirmed they would not stop any incoming funds so the problem is with the issuer..I have since starting the case. a £500 withdrawl succesful and am now waiting to see wether a £300 one from 2 days ago will be also.i still have recieved no withdrawls from the £750. I have contacted customer support as I am down as a vip and they've been fairly helpful in what they can actually do..and I only playing slots...thanks for taking the time

Thank you for your response.

To proceed with your complaint, could you please forward all communication between you and the casino’s customer support regarding the delay in processing your payments to veronika.f@casino.guru?

Additionally, kindly send me a screenshot of your transaction history that clearly shows the pending withdrawal requests in your account.

Thank you for your cooperation.

Afternoon Veronika there a re a number if emails back and forth between me and customer services i will attach a snippet of the most relevant ones as it will.make more sense...since opening this case kinghills have asked me to verify my account and seem unable to accept the documentation they state I need to verify my account..very strange!!! after so long but it is what it is.thanksnfornall your help in this matter...inhave recieved one ofnthe payments which was £200 that's on one of the withdrawls..but am still left being owed.

Afternoon Veronika there a re a number if emails back and forth between me and customer services i will attach a snippet of the most relevant ones as it will.make more sense...since opening this case kinghills have asked me to verify my account and seem unable to accept the documentation they state I need to verify my account..very strange!!! after so long but it is what it is.thanksnfornall your help in this matter...inhave recieved one ofnt

withdrawls..but am still left being owed.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello davidcooke198034,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Kinghills Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? Is there a particular timeframe, in which davidcooke198034 can expect his withdrawal to be processed? Alternatively, is there a different issue affecting this case? Please let keep us informed.

Dear davidcooke198034,

We would like to inform you that we are actively working with our payment provider to resolve the issue with the missing withdrawals. We have followed up with them again to ensure the matter is addressed as promptly as possible.

Please note that the verification process will not affect those specific withdrawals. However, until your account is fully verified, the ability to make new withdrawal requests will be limited.

At this time, we do not accept a driver’s license as a valid form of identification. Additionally, the passport you provided has expired. We can accept it if you also upload a birth certificate alongside it.

We apologize for the inconvenience and will provide an update shortly.

Thank you for your understanding and patience.

Best regards,

Kinghills Casino

Dear casino representative,

thank you for your response. Please keep us updated on the issue with the payment provider. In case there is any additional information regarding this, please contact me at martin.l@casino.guru.

Dear davidcooke198034,

in case you require any help with the verification process, please let me know here or at martin.l@casino.guru.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear davidcooke198034,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin