Kinghills Casino - Il giocatore chiede un rimborso a causa delle restrizioni sui giocatori del Regno Unito.

I am a British citizen whom is signed up to Gamstop. Recently I have had a dip in my mental health and found myself in the hands of king hills casino. Over the course of a couple of days I was able to deposit over £2800. Upon reading through the companies T & C’s I saw that they do not accept players from the United Kingdom. Upon discussion with my bank, they also suggested that this casino was not registered which is why my transfers were able to be made. I have since been in contact with customer support, requesting a partial refund to settle this matter. Kinghills have refused this settlement and said that it is my responsibility to read the T&Cs. However I don’t think that this should be the case as they knew I was from a restricted country and someone whom suffers with an addiction does not take that in to account.

Dear Lakita1994,

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

The Kinghills Casino operates with a license issued by Curacao eGaming, which means it does not have access to GAMSTOP. If you have not directly informed the casino of your gambling addiction and requested to be self-excluded, we are unable to help you retrieve lost deposits.

I understand that you are frustrated because the casino accepted your registration even though the UK is restricted according to the Terms and Conditions. However, we only investigate cases where players register with true personal information, win, and then the casino refuses to pay out due to living in a restricted jurisdiction. Since you were able to deposit and play normally, and you lost your money playing normally, you are not eligible to get your deposits back.

Please let us know if there is anything we may have missed. If not, we will have to reject your complaint.

Thank you for your understanding.

Best regards

Veronika

Dear Lakita1994,

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.

Well I’m struggling to understand why another UK citizen in the exact same situation as me was offered a settlement refund.

Please keep in mind that each case is unique, and even the smallest nuances between players' situations can influence the casino's decision to refund lost deposits. If you have come across a complaint where the casino decided to return the lost deposits to another player, it may have been an act of goodwill on their part. However, based on the details of your case, we regret to inform you that you are not entitled to a refund, and we will not be requesting the casino to process a payout for you. Thank you for your understanding.

Due to the aforementioned reasons, this complaint will now be rejected. 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.