Kinghills Casino - プレイヤーの撤退が遅れています。

I signed up to the casino and claimed the welcome bonus. The casino only offered 2 currencies which are EUR and GBP. I chose to deposit in GBP using my crypto.

After I deposited and won I tried to request a withdrawal only to find an error saying "This currency is not supported in your country. Please choose another one or add a new currency."

I spoke to chat about the issue and the escalated it. I received a response from them by email saying "You need to withdraw using the currency of your country of residence. We will not be able to process a withdrawal in a different currency."

The issue with this is that my currency is CAD and they did not offer this to begin with. I deposited using crypto and want to withdraw the same way. They have not been helpful and just escalate the issue and ask me to return later in the day only to get the same result.

Why would you accept deposits but not offer any withdrawal methods to your players?

Can we try to fix this issue here?

Dear Firestarter440,

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. 

• Have you asked the casino for an option of a manual withdrawal of your winnings?
• Have you accumulated your winnings with the help of a bonus?
• 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

1- I've asked them to give me any option to withdraw

2- I won with my cash balance and cancelled my bonus

3- done.

Thanks for your reply.

Was the casino able to process your withdrawal since your last message?

They still have not added any withdrawal options for me

Thank you very much, Firestarter440, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Firestarter440!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Firestarter440,

We hope this message finds you well. We are writing to inform you that we have identified the reason of the recent difficulties you experienced with withdrawing your funds.

To resolve this issue promptly, we have enabled the option for you to withdraw your funds via cryptocurrency in GBP. You can now proceed with your withdrawal without any further issues.

While we have resolved the immediate issue, we strongly recommend that in the future, you use the currency of your registered country for deposits and withdrawals. This will help to avoid any potential difficulties. If you have any questions or need further assistance, please do not hesitate to contact us. Thank you for your understanding and cooperation.

Best regards,

Kinghills Team.

Hello I just logged in to check and there still is no option available

Dear Firestarter440,

in this case, we kindly ask you to reach out to us via email support@kinghills.com attaching the screenshots from "Withdraw" section. Please put "CasinoGuru" in the subject so that we can answer you as soon as possible.

Best regards,

Kinghills team.

Ive gone ahead and sent it now.

Hello, the casino has added an option and has paid me. Thank you

Dear Firestarter440,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team