HomeComplaintsKing Billy Casino (Curacao) - Player can't withdraw deposit.

King Billy Casino (Curacao) - Player can't withdraw deposit.

Amount: 60 R$

King Billy Casino (Curacao)
Safety Index:Very high
Submitted: 28 Aug 2023 | Case closed : 13 Sep 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Brazil deposited 60 reais and then decided not to play. However, the casino does not allow withdrawing the deposited amount, stating no available balance, even though the player has not yet played. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

I made a deposit of 60 reais and then decided I did not want to play anymore. I want to withdraw my money but they do not offer the option to do so. It states that I have no available balance, despite the fact that I haven't played yet. I just want my money back. I send messages, but they don't respond. They are terrible.

Automatic translation:
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1 year ago

Dear botelhobianca1211,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):


11.17 Money deposited in the Casino must be used for gaming activity. Due to this, any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal.


It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago

Dear botelhobianca1211,

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.

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1 year ago

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

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