The player from Germany had set responsible gaming limits at Kingbilly Casino but mistakenly allowed himself to continue playing and lost 5500 euros. He mentioned that lifting the limits within 24 hours contradicted responsible gambling policies and exceeded Germany’s deposit limit of 1000 euros per month. We explained that we did not handle individual complaints concerning responsible gambling tools and that King Billy Casino operated under Curacao regulations, not German law. The player was advised to contact the casino for self-exclusion due to gambling addiction. The complaint was closed as we could not enforce licensing regulations.
King Billy Casino (Curacao) - Player exceeded responsible gaming limits.
Amount: €5,500
King Billy Casino (Curacao)
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello Casino Guru Team,
I registered at Kingbilly Casino and made a deposit. In the Responsible Gaming section, I made a few settings and started playing, losing 1000 euros. However, I noticed that I had made an incorrect setting because I actually wanted to set a maximum of 500. I was able to lift all limits within 24 hours, which makes no sense to me if you are addicted to gambling. It should take at least a month to lift such limits! With my addiction, I kept playing and ended up losing 5500 euros! In Germany, it is forbidden to deposit more than 1000 euros per month, and now I am already at 5500.
Automatic translation:
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2 months ago
Dear Matkap07,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with King Billy Casino.
I am sorry for any inconvenience, but it is our general policy not to address individual complaints concerning responsible gambling tools. We acknowledge the importance of reliable features in casino offerings, but verifying the correct setup by the player can be a complex process. These tools are provided as additional measures to complement standard self-exclusion and account closure options. We believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation. It is also practically impossible to prove that you set the limit by mistake and that you intended to set a lower limit. Regarding the maximum deposit limit valid in Germany, King Billy Casino operates with an Antillephone license, meaning it follows the rules valid in Curacao, not in Germany.
Since you've been experiencing problems with gambling, I recommend you contact the casino customer support and request to be self-excluded due to gambling addiction. You may self-exclude directly in your profile, or by contacting customer support at support@kingbillycasino.com.
Dear Matkap07,
When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion due to xxx
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send this text to the support email and add me as a CC.
Kindly let me know if there is anything else we can assist you with, otherwise, this complaint will be closed.
Thank you for your understanding.
Best regards
Veronika
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2 months ago
Translation
If the player from Germany states that he is playing from Germany, German online casino laws apply. If the online casino does not accept this, he is not allowed to offer it in Germany. This is illegal. I did some research and saw that the provider is not allowed to accept customers from Germany if there is no license for Germany.
Text from a lawyer in Germany:
"Foreign gambling providers generally argue that their concessions from one EU country are also legal in other countries of the European Union due to the EU freedom to provide services. However, several courts - including the European Court of Justice and the Federal Administrative Court - have already announced that gambling is only permitted in Germany with a German license. This is due, among other things, to the fact that protecting consumers from gambling addiction is more important than entrepreneurial freedom."
Edited
Automatic translation:
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2 months ago
Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Unfortunately, in this case, we are not able to help you. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
