King Billy Casino - discussione generale (pagina 5)

Thank you very much for your support – I really appreciate it.

Unfortunately, I don’t remember the exact date when I opened the first account. It must have been several years ago, possibly in 2020 or even earlier, since my old address has been used there and i moved in 2020. I honestly forgot it existed and I never used it for any gameplay, deposits, or bonuses, i even looked into the history on that account.

All my activity took place on my current account, where I deposited €150 and won €3,700 without using any bonus. I played fairly and submitted all KYC documents right after being contacted.

I truly hope this will be resolved fairly. Thank you again for helping me.

Best regards

This time it really can be positive that you even forgot about that account; that means that it was a long time ago and you didn't use it at all, you know. 😉

Our team will do everything possible to solve this. Hang in there, please.

Also, if you have any new information, please let us know about it.

Thanks, Romi – I appreciate your support! 🙏

I’ve now sent a full explanation to King Billy support and included your partner from Casino Guru in CC, after they emailed me. I explained that the old account was likely created back in 2020 or earlier, had outdated info, and was never used for gameplay, bonuses, or deposits. I only found out about it after support contacted me.

After checking it briefly to confirm, I applied for self-exclusion to fully close it, since my current account is the only one I actively used – and it’s the one where I played, verified my ID or atleast tried to, and won the ~€3,700 on June 20th.

I hope this clears things up for them, and I’ll share any updates here once they respond.

Thanks again for your help and encouragement – it really means a lot right now. 🙏

Good on you.

I really hope that everything will be cleared out and you will be able to withdraw your winnings.

I will keep an eye on your updates.

Thank you for all the information. I'm always glad if we can bring fairness into issues like yours.

Hello Romi,

So I've just received the email that my winnings are gone. I'll post it here:

I hope this email finds you well!

​We understand that this situation may be frustrating, and we genuinely empathis with your feelings. Please know that we appreciate your honesty and acknowledge that the creation of the duplicate account was unintentional.

​After careful review, we can confirm that your original casino account associated with the email ********* shall remain one active, and you are welcome to continue your activity there.

If you have any questions regarding this account, please contact us via the email which is linked to that account.

​Also, let me kindly inform you that as per our Terms & Conditions you have fully agreed, the creation of a duplicate account constitutes a breach regardless of intent. Consequently, the recently created duplicate account associated with the email ******** has been closed. We kindly inform you that this decision is final and cannot be reversed.

​Regarding the deposit made to the duplicate account, we will ensure a full refund of the deposited sum to be processed. To complete this, we kindly ask you to provide the necessary bank account details at your earliest convenience.

-----

That's really disappointing since I was hoping for a fair resolution, the old account was NEVER used, they should have atleast let me withdraw before disabling the account. Criminal.

Do you think anything will change their mind? I mean a reputable casino should'nt just take my winnings.

Thank you.

I would really suggest you wait for your complaint to move forward, and hopefully we'll be able to contact the casino soon.

You are right that this should not happen this way, so I really hope we'll be able to help. 🙏

So, for now, don't do anything and wait for your complaint resolver to get back to you.

Is it possible for you to try that, please?

Hi Romi,

Thank you! I won’t respond to their offer of refunding only my deposit, and I’ll wait until you and the team tell me to take further steps.

I really appreciate your support.

Thanks again!

Best regards,

My colleague has transferred your case now, and your complaint resolver will do everything possible to help you out.

We believe this should be dealt with.

Dear Casino Guru Team,

I'm still waiting for your reply regarding the King Billy case. The casino responded days ago, and I’d really appreciate an update before I take further action, since you told me to wait but theres only 1 day remaining on the complaint.

Thank you very much in advance.

Best regards,  

Your complaint resolver will reply to the complaints thread as soon as possible. Please stay patient.

Hello!!

Has your problem been solved? They did the same thing to me. Playing on people's desperation, rejecting documents without reviewing them. These bad practices aren't found at other casinos. Casino Guru recommends and gives it an excellent rating, and they don't realize the casino keeps repeating the same pattern? My account was verified, then it magically stopped being verified, and they started messing around with a document that doesn't exist and was against their own account verification policies. I still have my complaint and all the evidence.

Hola!!

Ya se solucionó tu problema? Conmigo hicieron lo mismo. Jugar con la desesperación de las personas, rechazar documentos sin revisarlos. Estas malas practicas no se encuentran en otros casinos. Casino Gurú recomienda y le da excelente puntuación y no se dan cuenta que el casino repite y repite el mismo patrón? Mi cuenta estaba verificada, luego magicamente dejó de estarla y comenzaron a joder con un documento que no existe y que estaba en contra de sus propias politicas de verificación de cuenta. Igualmente tengo ahí mi reclamo y todas las pruebas.

I can see your complaint and that the casino has replied to your complaint specialist already to clear up the things.

It must be really hard to go through the verification for so long, for sure. I just hope that now the casino will move forward faster and your account will finally be verified.

When exactly did you start with the KYC, please?

Just to have this information visible to everyone here, you know.

Hello,

I had to fight for about 15 days.

Many rejections in between.

From July 6, 2025.

Hola,

Tuve que luchar unos 15 días aprox.

Muchos rechazos de por medio.

Desde el 6 de Julio 2025.

Romi

My case was closed because the money was no longer in my account. I provided evidence that the withdrawals should have reached my account, but that the casino's error prevented them from arriving. In the process, it's obvious that someone can spend money without realizing it and then want to recover. But it's purely due to the fact that the withdrawals were canceled countless times and appeared in my account while I was playing.

But if they had accepted my documents it would be different and the error was theirs, not mine. Furthermore, their FAQ indicates that the required document is a screenshot of the e-wallet showing the full name and user ID. But they asked me for one with that information, along with the most recent transactions. So is it really my fault? If it weren't for me telling them to look at the document, they would have continued rejecting it and simply told me "We're sorry for the inconvenience." But what about all my time and effort sending the information? The rejected withdrawals? Were there errors on the casino's part? Of course! But your colleague doesn't see any of that and only presents an attitude benefiting the casino. That seems a little strange to me, and besides, there are other cases where funds have been spent and returned to the player, and here he uses the excuse that the money has already been spent.

Even though he is a close friend of yours, doesn't that seem strange to you?

Romi

Mi caso lo cerraron por que el dinero ya no estaba en mi cuenta. Puse pruebas de que los retiros debieron haber llegado a mi cuenta pero que el error del casino hizo que estos no llegaran y en el proceso es obvio que uno puede llegar a gastar sin darse cuenta y luego querer recuperar. Pero es netamente por un tema de que los retiros fueron cancelados en innumerables veces y que aparecían en mi cuenta mientras jugaba.

Pero que si ellos hubieran aceptado mis documentos sería distinto y que el error partió de ellos no de mi. Por lo demas dentro de sus FAQ indican que el documento que se necesita es una captura de pantalla de E-wallet donde aparezca NOMBRE COMPLETO y ID DE USUARIO. Pero a mi se me pedía uno con esos datos y ademas las ultimas transacciones, entonces es realmente culpa mía? Si no es porque yo les digo que miren en el documento lo habrían seguido rechazando y solo me dijeron "Lamentamos los inconvenientes" pero y todo mi tiempo y desgaste en enviar la información? Los retiros rechazados? Hubo fallas de parte del casino? Claro que si! Pero tu colega no ve nada de eso y solo presenta una actitud beneficiando al casino. Me parece un poco extraño eso y por lo demas hay mas casos donde se han gastado los fondos y se han devuelto al jugador y aquí usa como excusa que el dinero ya se gastó.

Por muy colega tuyo que sea, no te parece raro?

Please know that I get your point and that we always fight for our users whenever a casino delays payments and doesn't explain why or doesn't tell players what to do and only goes around in circles with rejecting the withdrawals.

Unfortunately, whenever a player loses the amount in the casino account, we are unable to help anymore.

I will try to explain it to you in a different approach now so perhaps you can understand the reason:

Let's imagine that the exact same thing is happening to you, right? You play with the money while you wait for the verification, and you win even more. Won't you, in this case, ask for all the money, even that which you won after that? You surely would. So, it is only up to the players if they keep the money in the account even though the verification is taking long, or they play with that money.

Unfortunately, you chose to pay, and you lost, so it is only up to you, actually.

Even though I understand that it is not easy, next time you need to keep strong and don't touch your winnings if something similar happens.

My inclination

My imil

Hey, have you joined the players who are playing in this tournament?

I hope you manage to get the most out of it.

Feel free to let me know how yo did. 😀

I sent all my documents info for make withdrawal

each time declined !!!!!!!!

It's great that you sent the documents, but from what I can see, not all of them were accepted. You must first successfully complete the verification process before you can withdraw funds. Until then, unfortunately, it is not possible.

How long have you been trying to verify your account?