King Billy Casino (Curacao) - Player claims that payment has been delayed.

I won't $1ooo for the first time on the site called King Billy casino,so I wanted to withdrawl $900 and keep playing with the other $155 that I had left,so I tried to do everything right by downloading my documents which now I'm scared thst they have all my details.then I tried to withdrawl from bank transfer it went in for few hours then back into the account, then I thought maybe I'll do it thru another way by waiting 3 to 7 days before goes into my account, and the same thing happened..in went back in the site account, that's when I started to think I better talk to an operator, I tried to do that,and it's a electronic system which they say they will get back to me by email as soon as they can,I waited all afternoon and night till this morning, and I have not received any thing what so ever. I start to feel anxious and I didn't feel right ,feeling that I got done,after I told my husband that I finally win something and I could pay him his money now that he originally given me from the start to play with,I was so excited, now I'm so disappointed and scared to tell my husband that it was a non legit casino,which he asked me if I was sure if it was real,I said yes I read all the information about it,and I thought I did do that,but I don't think it matters cause I did read and tried to becareful no to get a fake casino,but I think now I did again. I deposited 5 times in 1 day ,on King Billy casino yesterday before I started to win. Now I'm sad I feel ill by not getting my wins ..r u able to help me pls. I need to do something before I gave to tell me hubby that I got done again. Thank u hope to hear from u..

Regards:

Chantelle C***..

Dear chantz999,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear chantz999,

Have you received your withdrawal from the casino yet?

No I haven't.

Hi I haven't received any of my wins and I can't go on the site cause they have blocked me. Is there any thing that any1 can do pls get back to me ,its been long time now,and it's not fair that I can't get my winnings, thanks

Thank you for your reply, chantz999. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

Hi I haven't received no winnings nor that I m able to get into the casino they have blocked me.... u mentioning that ull get my money,but I haven't got nothing so far I'm sad and very disappointed, to deposit so much money then I get blocked and thrown away and never got paid my winnings. I'm still hoping that this site will help me.thank u

Hi I woke up really sad this morning thinking that I've deposited money into king billy thinking that the site was legit. I've been waiting to get my winnings for few months now and I got nothing back.i feel angry sad,my anxiety has gone so high ,Im starting to feel that I won't end up getting my wins and it's making me feel that I've been robbed by a site that it was meant to be legit. Please help me to get my wins .C.C

I didn't accumulated my winnings from no bonus no free spins, just my own money.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

As much I'd like to I can not do that ,cause I'm blocked from thst casino. I'm too stressed and upset to do any thing any more, now I know I lost that money for good .I feel angry and depressed so ill stop here .

Thank you very much, chantz999, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi chantz999,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask King Billy Casino to join this conversation and share more information regarding the case.

Can you provide an explanation as to why the player's account was blocked, leading to their funds being frozen?

Thank you.

Best regards,

Tomas

Dear Casino Guru team,

We will be happy to respond to the complaint and help the player withdraw his winnings.

In order to make our answer concise, we will write it in points.

1) We haven’t blocked the player’s account. If the player is having trouble logging into their account, please send screenshots of the error.

2) There were no withdrawal delays, as there were no successful withdrawals.

3) Why? Because the player has not completed KYC.

4) On June 21, we sent a letter about the next step of the KYC process, but have not received a response (screenshot attached).

Also, the player hasn't tried to contact us via email or live chat to resolve the withdrawal problem.

Solution - Complete KYC and withdraw the winnings.

In addition, we advise the player to try to figure out what might be the cause of a certain problem before threatening and accusing someone. Sometimes the ball may be on your side.

Kind regards,

The King Billy Team

Thank you, King Billy Casino, for explaining the situation.

Dear chantz999,

Can you please follow the instructions provided by the casino and let me know once you do so?

Thank you.

Kind regards,

Tomas

Dear chantz999,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas