Kinghills Casino - Виведення коштів гравцем було затримано через проблеми з верифікацією.

I opened an account at kinghills 8-9 months ago, the first KYC was carried out a few days after opening the account, i.e. 8-9 months ago.

I have made deposits and withdraws before and there were no problems as you can see in the screenshot that I added to the attachment.

I haven't played there for the last half a year, but on 02.05.2025 I made a crypto deposit of 147.92 e

I won 1766 euros, and things started going wrong, they didn't accept my withdraw and came up with new verifications, they wanted me to send Proof of Deposit to them, I did it, they accepted and verified my account.

then after a few days after my questions on live chat about the payout, I got some strange questionnaire about the source of wealth, and I had to send documents confirming the origin of the funds (I don't really know what they mean)

Throughout the entire existence of the account I have deposited only 1226.95e however, I withdrew 2491e from them,

Currently there are 1766e on my account.

they launched the source of funds after a deposit of 150e, it sounds absurd, especially since the last transactions on my account with processed withdrawals for about 2000e.

I also sent them a screenshot of a withdrawal confirmation from other gambling company betco.ag for $4100 from March, which was sent to the same eth address I used to make the deposit to kinghills.

however they rejected it on live chat it's hard to find out what they expect, do I have to prove the origin of 150e? when they paid me much more earlier?

it is obvious to me that this is just about making KYC more difficult, inventing new verification methods every now and then is the best example of this.

confirmation of the source of funds when my deposits for the last half a year were around 150e, but they themselves withdraw me more, I also have withdrawal confirmations from other gambling sites,

their live chat guy wrote that as a licensed casino in MGA they are obliged to verify the source of funds, that's strange I checked and all I see there is some worthless Curacao license, not the Maltese MGA.

So I don't understand at all what they expect to prove the funds in the huge amount of 150e that I have deposited in the last half a year.

Dear PawelKwasin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Did the casino explain why the documents you submitted were rejected?
• Would you be able to explain the source of your income in your own words? (Are you employed, self-employed, etc.)
• Could you please share with me your communication with the casino regarding the verification of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

- the casino doesn't explain anything

-employment, although the casino probably does not require this document (I don't know what they require)

-I talked on the chat several times but did not receive an exact answer and I did not make screenshots of these conversations.

Generally, I received an answer from an agent on live chat that it was about documenting the funds I had deposited (let me remind you, I have paid less than 150e in the last six months)

I sent them screenshots of my crypto wallet that I used to deposit, I also sent them a screenshot confirming a withdrawal from another company to the same crypto address from the last time for $4100,

yesterday I received an e-mail from support that for verification I should send a screenshot of my crypto wallet in which at least the cryptocurrency address is visible, I did it even though I had already sent it earlier.

I do not understand why the company in which I had an account for 9 months and deposited and withdrawn many times, I always used cryptocurrency, suddenly now after a small deposit of 150e they make verification as difficult as possible, they hiding behind terms and verification which actually has nothing to do with KYC (my account was verified 9 months ago)

they ask me for the second time for a screenshot of the crypto address, which in itself is stupid and idiotic, when they already know my address and can check all transactions in the blockchain at any time.

Thanks for the detailed explanation.

• Did the casino approve the newly submitted documents?
• Were you able to withdraw your winnings as a result?

Please let me know about any further developments

no, on May 16 I sent the screenshots they asked for, on the same day I received that they received my screenshots and the appropriate department was checking it, unfortunately there was no response later.

my account is still not verified and I don't even know what documents they mean because their support is useless.

Thank you very much, PawelKwasin, for providing the necessary information. I will now transfer your complaint to my colleague, Jana ([email protected]), 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.

Dear PawelKwasin,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Kinghills Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Pawel Kwasin,

We hope this message finds you well.

We would like to inform you that your verification process is still in progress. In order to proceed, we kindly request that you submit Source of Wealth documentation.

Acceptable documentation may include, but is not limited to:

• Recent salary statements
• Proof of business ownership
• Documentation of real estate sale
• Inheritance payment records
• Divorce settlement agreements

Please ensure the submitted documents cover the last three months.

Kindly upload the required documents directly to your profile on our website, where they will be reviewed by our dedicated verification team.

We appreciate your cooperation and understanding.

Best regards,

Kinghills Casino

Dear PawelKwasin,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification. As the casino mentioned earlier in the conversation, you can find the list of requested documents on the "Verification" page of the account.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Dear PawelKwasin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru

We’ve reopened this complaint at the request of PawelKwasin. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of PawelKwasin. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I didn't have time to answer for a long time because I left my country and didn't have access to gambling websites

My account still hasn't been verified, and I don't understand what the casino is asking for. I sent a withdrawal confirmation from the gambling company Betco.ag for $4,100. This was shortly before I made a deposit of 150e. You can also see that the deposit to Kinghills was sent from the same crypto address to which I received the withdrawal from betco.ag.

Kinghills also sees in my account history that the withdrawal amount from your casino is several times higher than the deposit amount. So isn't it clear that my cryptocurrency funds come from betco.ag, and your casino? I also have significant winnings and withdrawals from m88.com casino last year, totaling over $10,000, withdrawn via cryptocurrency. I can confirm this with screenshots of my email with withdrawal slips from the large Asian casino m88.

Can you explain to me why you don't take into account winnings accumulated in other companies?

especially since the deposit amount to your casino was very small, so even the last withdrawal from your casino exceeds it several times.

Dear Pawel Kwasin,

The above casino mentions which documents need to be provided to verify your account. When you provide them, please let me know.

I deposited into the casino at the beginning of May. When should I send documents from? From the last 3 months when I haven't played at the casino?

Dear Kinghills Casino representative,

could you please specify which documents are required to be uploaded by the player to verify his account?

Hello PawelKwasin,

You have received an email containing the necessary information to provide.

Please refer to our latest request, as it is still relevant:

a document (or several documents) indicating the origin of the funds used to deposit at our casino, for example, a proof of earnings, proof of business ownership, sale of real estate, inheritance payment or divorce settlement, etc. (for 3 months (March, April, and May))

Please let us know if you have any further questions.

Best regards,

KingHills Casino

Dear PawelKwasin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hello

I can receive payslips from the company where I am employed under an employment contract, but I receive salary from work cash in hand (in my country, you can receive your salary by bank transfer or in cash, by law, an employee has the right to receive payment in cash)

Will such payslips be accepted as a source of wealth?

It may sound strange, but I am against the banking system and I do not have any bank accounts.

However, when it comes to the funds deposited in the casino in the amount of 150e, they come from cryptocurrencies which, as can be verified, were withdrawn from other casinos, while when it comes to buying and selling cryptocurrencies, I use stationary crypto ATMs.

Dear PawelKwasin,

Payslips should be accepted as a valid source of health. As you know, the casino is entitled to request proof of deposit. I understand your situation; however, it is your responsibility to provide the casino with the proof of deposit.

Dear PawelKwasin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru