Kinghills Casino - プレイヤーのアカウントは説明なしに閉鎖されます。

After i won over 3k through betting my account got closed for no reason and after contacting the support through their e mail I they did not want to tell me why and after sending the seeked documents still did not open my account or even tell me something.

Dear PakistanskiZec,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any confirmation regarding the successful verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I mostly played blackjack and sports betting. Provided the casino with all needed verification. I accumulated my winnings without an active bonus.

Thank you very much for your reply, PakistanskiZec. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded everything from mail.

Thank you very much, PakistanskiZec, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you PakistanskiZec for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Kinghills Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello!

Thank you for bringing this matter to our attention.

We would like to inform you that the player's account has been temporarily disabled due to an ongoing verification process. As part of this process, we have sent an email to the player requesting to schedule a Skype verification call. We are currently awaiting the player's response to proceed with the verification.

Once the player responds and the verification is completed, we will provide you with further updates on the status of the account.

If you have any additional questions or require further information in the meantime, please don’t hesitate to reach out.

Kinghills Casino

Thank you for the update, please keep me updated about any further developments. Thank you in advance!

Hello!

We would like to inform you that the verification call has been scheduled for the 13th of December at 3 p.m. (UTC+0).

Please ensure that you are available at the scheduled time. If you need to reschedule or have any additional questions, feel free to let us know.

Best Regards,

Kinghills Casino

What do I need to provide for you to call me?

Hello!

Thank you for your cooperation.

Our team is currently reviewing the verification, once there is an update we will notify you immediately.

Let us know if you have any questions.

Best Regards,

Kinghills Casino

Hello!

Thank you for bringing this matter to our attention and for your continued patience while we work to resolve your case.

We sincerely apologize for the delay and understand how frustrating it can be to wait for a resolution. Please rest assured that our team is diligently investigating the situation to ensure a thorough and fair outcome.

Resolving this matter is one of our top priorities, and we are committed to keeping you informed throughout the process. We will notify you immediately once we have any significant updates or a conclusion to share.

Thank you again for your understanding. If you have any additional questions or concerns in the meantime, don’t hesitate to reach out to us.

Best Regards,

Kinghills Casino

Hello!

After reviewing the player’s account, we have determined that it was permanently closed, and the funds were confiscated due to multiple violations of our Terms and Conditions.

The player was found to have engaged in activities that fall under our anti-fraud policy, including but not limited to the creation of multiple accounts, participation in collusion, and exploitation of bonus systems and in-game mechanics. These actions are strictly prohibited under the rules agreed upon during registration.

Our Terms and Conditions state that the company reserves the right to terminate accounts and withhold funds if there is evidence of fraudulent behavior, misuse of bonuses, or manipulation of gameplay. These measures are necessary to ensure fairness and protect the integrity of the platform.

The company has conducted a thorough investigation and stands by its decision. Should there be any further clarification required, we are open to providing additional details directly to Casino Guru.

We appreciate your understanding and cooperation in addressing this matter.

Best Regards,

Kinghills Casino

Thank you for the update Kinghills Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We apologize for the delay in our response and appreciate your patience.

We have provided the requested information to the email. Please check it.

Let us know if you have further questions.

Best Regards,

Kinghills Casino

Thank you for providing me with the information Kinghills Casino representative.

Dear PakistanskiZec, the casino has provided me with evidence of multiple accounts. I advise against such behaviour in the future as it can lead to a similar situation, casinos have many ways to check for this activity. With that in mind we believe the steps the casino has taken are justified and we will subsequently reject your complaint. 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.

Kind regards,

Peter