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I am a long-time VIP player at King Billy. Four months ago, I made a deposit using a Revolut card. This Revolut account has since been officially terminated by the bank and completely closed on September 5, 2026. I have provided King Billy with the official account confirmation and the official card confirmation from Revolut, which prove that the account is closed and all cards have been deleted. The casino (VIP manager Jasmine) is blocking my €400 withdrawal and restricting my account because they are demanding an "actual photo of the physical card." It is technically and legally impossible to provide a photo of a deleted card from a closed bank account. The casino is demanding the impossible and withholding my rightful winnings despite having all the necessary official bank documents.

Ich bin langjährige VIP-Spielerin bei King Billy. Vor 4 Monaten habe ich mit einer Revolut-Karte eingezahlt. Dieses Revolut-Konto wurde inzwischen von der Bankseite offiziell gekündigt und zum 05.09.2026 vollständig geschlossen. Ich habe King Billy die offizielle Kontobestätigung und die offizielle Kartenbestätigung von Revolut zukommen lassen, die beweisen, dass das Konto geschlossen und alle Karten gelöscht sind.Das Casino (VIP-Managerin Jasmine) blockiert meine Auszahlung von 400 € und schränkt mein Konto ein, weil sie ein 'tatsächliches Foto der physischen Karte' verlangen. Es ist technisch und rechtlich unmöglich, ein Foto einer gelöschten Karte eines geschlossenen Bankkontos bereitzustellen. Das Casino verlangt hier Unmögliches und hält meine rechtmäßigen Gewinne ein, obwohl alle offiziellen Bankdokumente vorliegen."

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with King Billy Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was there a physical version of the specific card issued?
• Have you used the other cards from the list to deposit in the casino?
• Was any other payment method used and verified during the casino's verification process?
• Could you please share with me your communication with the casino regarding the issue, including your explanations of the situation sent to 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Chanty80,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas