King Billy Casino (Curacao) - Pelaajan voitot on takavarikoitu.

Dear Casino Guru Team,

I am writing to file a complaint against King Billy Casino regarding a €3,700 win that was confiscated due to a supposed duplicate account.

After their message, I checked and realized I indeed had registered an old account years ago. However, I never used that old account to deposit, claim bonuses, or play. I simply forgot it existed.

The winnings were generated on my current account, under my real name, and I uploaded all requested KYC documents honestly. I did not try to cheat or take advantage of any bonus rules.

Despite this, my account was deactivated, and I was told the winnings are void. I was only offered a refund of my deposit.

I fully understand the casino has rules against duplicate accounts, but in this case, I feel the reaction was too harsh. There was no malicious intent, and the old account had no activity at all. I would deeply appreciate if Casino Guru could help review this case fairly.

Thank you very much for your time and support.

Sincerely,

****

Dear reviewnotfound,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with King Billy Casino (Curacao). Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• Do you remember when exactly the old account was created?
• Can you confirm that you only registered the account and never logged in later?
• Did you use the same personal information to create a new account?  
• Did you accumulate 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,

Natalia

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.

Dear Natalia,

Thank you for your kind response and for taking the time to review my complaint.

I unfortunately don’t remember the exact date when the old account was created, but it must have been several years ago, around 2020 or earlier, since my old address was used there. I never used it for deposits or playing – it was just registered and then forgotten.

Yes, I can confirm that I never logged into the old account again after registration, and I never used it for any activity. All my play and deposits happened only through my current (now locked) account.

I may have used the same personal data such as my name, but I didn’t create the second account with any bad intent – I had truly forgotten the first one existed.

My winnings were accumulated without any active bonus – I played with real money only.

I have cooperated fully with King Billy, submitted all KYC documents, and was honest from the beginning. I truly hope this situation can be resolved fairly, as I never intended to violate any terms.

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

Kind regards,

****

Thank you very much for your reply, reviewnotfound. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, Natalia.

I have just forwarded the emails individually to your address, along with a short description for each one. I also included a screenshot of the initial live support message where the investigation was first mentioned.

Please let me know if anything else is needed. I truly appreciate your time and support in this matter.

Best regards,

****

Dear Natalia,

thank you again for your ongoing support. I just received a final message from King Billy Casino, in which they confirmed that my winnings will not be paid out. I forwarded it to your email.

I want to emphasize again that I never used that old account to claim bonuses or place bets. I didn’t even know it was still active.

I truly believe this decision is extremely unfair, especially considering that the original account had never been used and the duplicate account was not created with any malicious intent. I kindly ask the Casino Guru team to look into this case once more, as I still hope that a fair resolution can be found, even tho they said its final. Right now i'm feeling very played from them and i don't know what to do.

Thank you very much for your time and support.

Best regards,  

Thank you very much, reviewnotfound, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Hello there,

Thank you reviewnotfound for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask King Billy Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Casino Guru team,

Thank you for sharing the player’s remarks and giving us the opportunity to clarify the matter.

We fully understand the player's position and their claim that there was no deliberate intent to breach our Terms & Conditions. Nevertheless, we must respectfully reiterate that, under King Billy Casino's policies, the creation of a duplicate account — regardless of awareness or intent — constitutes a violation of the rules agreed upon during registration.

After thoroughly reviewing the situation, we confirm that the player’s original account associated with the email *en*er_*an@w*b.d* remains active. The player is welcome to resume activity using that account, and we are happy to assist with any access issues if needed.

The duplicate account registered under *en*er-*9@w*b.d* has been permanently closed by our Anti-Fraud Department. As per our internal procedures and responsible gaming policies, winnings accrued from the duplicate account have been forfeited. However, we confirm that the full deposited amount made to that account will be refunded to the player.

We appreciate your understanding in upholding our commitment to fair play and platform integrity. Should the player need help recovering access to the original account, our support team remains available to assist.

Kind regards,

The King Billy Casino Team

Thank you for the update King Billy Casino (Curacao) representative.

We fully understand and appreciate your commitment to maintaining the integrity of your establishment and protecting it from potential abuse or fraudulent activity. However, we respectfully believe that each individual case warrants a thorough and fair review based on its specific circumstances.

With that in mind, I kindly request that you provide the transaction and betting history associated with the original account in question. This information will help ensure that a clear and accurate assessment can be made. You are welcome to forward any relevant documentation or account details directly to my email. (peter.c@casino.guru)

If it is found that there has been no gameplay activity, no deposits made, and no bonuses claimed on the account, we believe it would be reasonable to conclude that the player has not received any unfair advantage. In such a case, we respectfully ask that the winnings be reinstated, as doing so would reflect a fair and balanced approach to this matter.

We appreciate your time and reconsideration and look forward to your response.

Hi Peter

We have forwarded all the necessary information to your email.

Thank you for providing me with the information King Billy Casino (Curacao) representative.

We acknowledge that the player in question has technically violated your terms and conditions by opening multiple accounts and claiming deposit bonuses on both. However, according to the records, this activity took place in 2018.

At Casino Guru, we believe that each case should be judged separately, with careful consideration of intent and circumstances. In this instance, there is no clear indication that the player deliberately sought to abuse your platform or gain an unfair advantage. It appears more likely that the player had simply forgotten about their previous account rather than attempting to deceive your establishment.

With this in mind, we kindly request that you consider making an exception in this case and reinstate the player's winnings. We believe this would be a fair and reasonable resolution, reflecting the spirit of goodwill and customer trust.

Thank you for your reconsideration.

Dear Casino Guru,

We fully understand the player’s position and their claim that there was no deliberate intention to violate our Terms & Conditions. However, we must respectfully clarify that, according to King Billy Casino’s rules, opening more than one account — even unintentionally — is a direct breach of the agreement accepted during registration. For this reason, we are unable to award the winnings associated with the duplicate account. It is each player’s responsibility to ensure they do not create a second account. If there is ever any doubt, players are always welcome to reach out to our live chat team to confirm whether they already have an active account.

Granting a payout in this case would set a problematic precedent. In future situations, another player could reasonably argue: "You paid them, so you must pay me too — I also forgot I had an account." This would seriously undermine our platform’s integrity and ability to enforce fair rules consistently.

Please understand that our decision is not driven by a desire to withhold funds. In fact, we recently paid A$250,000 to a single winner — and we do so regularly. The issue here is one of principle and maintaining fairness for all. According to our internal procedures and responsible gaming policies, any winnings from the duplicate account have been forfeited. That said, we confirm that the full deposit made to that account will be refunded. Please note, however, that the player has not responded to our emails for over 25 days.

We remain committed to fair play and transparency. If the player needs help recovering access to their original account, our support team is ready and available to assist.

Thank you for your understanding

Dear King Billy Casino representative, I would like to point out that the problematic precedent you have described completely disregards the point I was trying to make, which can also be found in our Fair Gambling Codex, where each case should be considered separately.

If the casino finds out that a player has created five separate accounts and claimed the full bonus amount on each of them, it is likely that this is a bonus abuser, and the casino has every right to penalize them. On the other hand, if a casual player mistakenly creates two accounts and doesn't even claim the bonus, the casino shouldn't penalize them just because it has a rule that can be used against them.

If the player played with real money as they described earlier in the thread, it doesn't really affect the chance they had to win by creating a duplicate account. I would like to request that you provide me with the player's transaction and betting history of the new account so that it can be determined if the player gained any advantage. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Casino Guru,

We have forwarded all the necessary information to your email.

This is not a case of one or two minor oversights. Several King Billy Casino Terms and Conditions have been breached:

• 10.1.4 – Players may only have one active member account with the Casino.

• 10.2.1 – Creating multiple accounts can lead to termination and cancellation of all payouts, at the Casino’s sole discretion.

• 10.2.3 – Any winnings or bonuses gained from a duplicate account may be reclaimed and must be returned if withdrawn.

• 10.1.17 – If a player breaks the rules or if there are reasonable grounds to assume so, the Casino reserves the right to suspend the account and refuse payouts.

• 9.12 – The Casino is the final decision-maker regarding breaches resulting in suspension or banning.

Additionally, as per 3.8, we are unable to confirm the existence of duplicate accounts unless the player completes full KYC on the new account. Given the number and severity of the violations, our actions are in line with both the letter and the spirit of our policies.

However, if the player disagrees with the outcome, they are fully entitled to escalate the matter to our regulator for independent review.

Kind regards,

King Billy Casino Team

Thank you for the clarification King Billy Casino representative.

While we understand the need to protect your establishment, you have also received a Fair Badge from Casino Guru, which comes with some expectations, namely the compliance with our Fair Gambling Codex. An excerpt from our Fair Gambling Codex regarding the case explains our position pretty well:

If the casino finds out that a player has created five separate accounts and claimed the full bonus amount on each of them, it is likely that this is a bonus abuser, and the casino has every right to penalize them. On the other hand, if a casual player mistakenly creates two accounts and doesn't even claim the bonus, the casino shouldn't penalize them just because it has a rule that can be used against them.

As the evidence provided shows that the player did not take any bonuses on the new account, it is safe to assume the player has gained no unfair advantage. For that reason, I would like to request that the player's original account be reinstated and winnings returned there.

Thank you in advance for your reconsideration!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

Thank you for your continued cooperation in this matter. As you are aware, King Billy Casino applies its Terms & Conditions rigorously, as they are the foundation of a fair and secure gaming environment. In this particular case, our internal review confirmed that the rules had been applied correctly.

However, we also recognize that some situations merit additional consideration. Therefore, after escalating this case to our highest level of management, a decision was made to make an exception and proceed with paying the player’s winnings in full.

This decision should not be seen as a precedent, but rather as a one-time gesture of goodwill and commitment to maintaining trust and transparency with our players and partners. The funds have already been made available to the player to withdraw at their convenience.

Thank you,

The King Billy Team

Dear King Billy Team,

First of Thank you.

I would like to kindly ask for clarification regarding which of my accounts is currently considered active in your system. Please inform me of the account details associated with my name and/or email address that are currently active, so there will be no misunderstanding in the future.

If the active account is the one on which a self-exclusion was previously applied, I respectfully request that the exclusion be temporarily lifted in order to complete the KYC verification process as soon as possible.

Please rest assured that this request is solely for the purpose of identity verification and withdrawal. Once the verification is complete, I understand that the self-exclusion may be reinstated in accordance with your policies.

Thank you very much for your assistance. I wrote the same text to your support email just now, just want to document it. I look forward to your response.

Also thank you Peter.

Best regards,

Hello,

Thank you for answering so quickly!

I've sent the Information so the withdrawal of the 3700€ can go through. I've put Peter in CC.

If you need any more infos, just tell me, i'll gladly send them over.

Thanks again!

Best regards

Dear King Billy Support,

Thank you for initiating the refund.

However, I only received 150 €, not the expected 3,700 € as stated.

Could you please confirm the reason for this difference, and when the remaining amount will be processed?

Thank you.

Dear Player,

Sorry for the inconvenience. The remaining amount will be processed shortly.

Thank you,

The King Billy Team

Thank you very much for the update. Dear reviewnotfound, we will keep this complaint open until you confirm your refund has been successfully received. Please keep me informed about any further developments.

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

Dear reviewnotfound,

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,

Peter