King Billy Casino (Curacao) - Pelaajan voitot evättiin.

I won i withdraw $48 000 and my account gets temporarily suspended and that its common procedure they need to double check everything nit to worfy and they makibg sure they can safely send me my money then they say they found multipke accounts created with different names same address we my dad has an accoubt and ygdy said no more acconts from now on or u could possibly lowe any winnings then they ask for swift code to send tge funds to me only ubtill i chated with the last support agents who said there working on sending me my deposits not my winnings because i violated terms. It was my own account verified my banking deposited everything legit and now this

Dear braddarnel, 

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 that I can understand the whole situation completely.

Do I understand correctly that your father also has an account in this casino? Are you living in the same household or using the same IP address?

Could you please advise if you have passed the KYC verification?

Have you accumulated 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, 

Veronika

My deposit is only $150

Yes i did verify my account 100% my bank my money... my father haD signed up his account and tried online casinos played the free bonus for signing up and .. since he is not a gambler ...has never logged in again or deposited any money. And we were breifly at the same address for a few months but not at the time that i had won. Im not sure what i should do now any suggestions ?

I hope you can resolve this for me this is the second time tgat ive been screwed over from a casino and im not happy

Please specify the following:

• The date you created an account in King Billy Casino
• The date your father created an account in King Billy Casino and if his account is verified
• The last time your father accessed his account
• Did you and your father activate the same bonuses?
• Did you and your father use the same device to access the casino?

We used Different devices

My account was created end of April/2024 roughly.... his account was created after mine as i was trying to show him the online casino world one night as he is not a gambler his account was not ever verified and basically was only made while we were spending time together and we currently dont have a relationship anymore he wont talk to me so i can only assume he never logged in after creating his account(again as he doesn't gamble)

Both of our accounts would have received the sign up bonus yes

If you are able to resolve this for me and i receive my lost funds i had won af that point i will personally send u an email.

Actually i cant remember if he used my device that night or not i dont recall sorry i will make an attempt to contact him and let u know asap

Hus account has not been verified ir accessed since he opened the account

Have you contacted your father to ask if he used your device to register in the casino that night?

Yes he used my device

Have you had any sucess with resolving issues like this in the past andwhats your opinon here do u think this may get resolved?

We'll see about the outcome. When dealing with issues caused by multiple accounts, the results can vary depending on each situation. Many factors need to be considered, so at this stage of the resolution process, it's impossible to state unequivocally if your winnings will be paid out.

Thank you very much, braddarnel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for hour time and energy thus far

Hello braddarnel,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Of course they dont want to pay thatd alot of money and they can simply not respond here and i get screwed out of another online jackpot i legitimately won fair and square there needs to be a better way to ensure that this dobt happen

And why was this not at all an issue as im making deposits prior to winning

Has casino guru resolved any ussues like mine here in the past at all successfully

Dear Casino Guru Team,

The player's account was closed due to the detection of duplicate accounts, resulting in the confiscation of their winnings. A refund task for their deposits is in progress.

According to our Terms & Conditions (section 10.2.2), only one account per residence, IP address, and PC is allowed and violation of this rule can lead to account suspension, deletion, voided bets, and forfeited winnings and bonuses.

In Mr. Darnel's case, two accounts listed the same address and phone number. Therefore, based on the duplicate account rule, the player's winnings were confiscated. All deposits are to be refunded, and both accounts are closed.

If Mr. Gary Darnel returns, his deposits will also be refunded

Thank you,

The King Billy Team

Hello braddarnel,

Were you aware that you had another account at King Billy Casino?

No i was noy aware because i had only my account and my fathers account should not have anything yo do with me or my term and conditions as i had my account and only my account.

Dear casino representative,

Could you please share with us the evidence regarding the duplicate account in question? (matej@casino.guru)

Dear Casino Guru Team,

According to 10.2.2. of our Terms & Conditions, only one account per residence address, an IP address, and a PC is allowed. In this case, 2 accounts were listed with the same address and phone number.

Even though according to the documents, the account is registered to another person (husband/wife/son/father, etc.), creating more than one account per residence or IP is still not allowed.

If you need proof we can send it by email. But the player himself mentioned the existence of two accounts.

Kind regards,

The King Billy Team

Ok well lets get technical then i have never lived at that residence at the same time as my father i was moving into my new place and was in between my condo thst we moved out of and waiting for my custom built home to be finished im 42 yrs old and technically have only ever used my parents mailing address as one that will alwYs be the same. So i can submit back dated documents showing king billy casino my actual address i was living at when time i won here. That being said...no terms and or conditions where violated more less a type o as we both have our own separate homes that aren't even in tbe same town. I guess i used that address by default by mistake. which should be allowed and not used as a loop hole for king billy casino to hold back from paying me my money that was won legitimately fair and square. Do i need to seek my lawyers opinion here

Hello braddarnel,

The casino has provided evidence showing that they acted appropriately and can apply rule 10.2.2 in this case. Given the nature of this evidence, I doubt any regulator would rule in your favor. However, you are welcome to submit your complaint directly to the casino regulator if you wish.

Please inform me if you choose to proceed with the regulator. I will then mark the complaint as "waiting for regulator's decision"; otherwise, I will reject it.

Yes please i am not that stupid if i were to make another account it eould be with a different number and diffrent address and my dad is not even a gambler that was tbe one time i hot him to gamble and he hasnt since so the fuplicate account he created shouldn't count it wojld have been inactive since the day he signed up. How is that fair. Its a loop hole to not payout and its greasy move on the casinos part.

Yes proceed please this is not ok for this casino to get away with this

I also havent received any deposit money that apparently was sent back to me as my bank has said its fraudulent so wtf is going on here

Dear braddarnel,

Casinos frequently face challenges in identifying fraudsters who exploit multiple accounts for an unfair advantage. To address this, specific rules have been established. For example, sharing an address can raise suspicions, but when two accounts display identical "IT fingerprints," they are considered fraudulent by casinos and regulators. In your situation, the casino has collected evidence categorizing your actions as fraud, which means they are not required to refund your money.

You can still reach out to the regulator to review your case, and I can guide you on how to proceed. However, based on the casino's evidence, we believe their decision is justified.

I would like to reach out its not fraud

Dear braddarnel,

You can find information on filing a complaint here: https://casinoguru-en.com/licensing-authorities/curacao-license-3. Before proceeding, please ensure the website footer displays this logo.

King Billy Casino holds more licenses; this one should apply to you, but please verify it. 

Let me know when you submit your cmplaint to the regulator.

Nothing happens when i click the link

Hello the link not working

Ok i sent email to them just now

Thank you for the confirmation.

I will close the complaint with the status: waiting for the regulator's decision.

Please reopen the complaint when the regulator decides, or it will automatically reopen after three months.

Dear braddarnel,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

The licensing authority has not replied since i emailed them as suggested by your team if u can help me to connect with them i would very much appreciate

Dear braddarnel,

Unfortunately all Curacao sublicenses are in the process of ceasing their activity. As far as I know they are not responding to the complaints anymore. The new gambling authority GCB (https://www.gamingcontrolcuracao.org) will be the only remaining authority there; however, they are not solving complaints yet. (They plan to do it, but in the near future.) Then I believe it would be possible to write to them.

However, our decision in this case remains the same. We believe that the casino has rights in this case.

Because of that, we decided to reject this case. (I am sorry, but keeping it in waiting for regulator status is pointless in this situation.) Once GCB starts accepting complaints, you can contact them and later reopen this complaint when you get a final answer from them. I am sorry that the process is so complicated, but this is completely out of our control.