King Billy Casino (Curacao) - Player has been accused of opening multiple accounts.

I signed up and got 21 free spins , then I won 4 euros and had to bet the rollover , I was lucky and I got almost a thousand euros , then they took everything and left me with only 100 euros which was the maximum withdrawal , so far , everything well, then I played with the 100 euros I arrived at 240 euros, I requested the withdrawal they asked to deposit, I deposited they asked to verify and I verified the account, then I requested the withdrawal again and they simply send me an email saying that I created several accounts knowing that it's my first account at the casino, in short, they kept the money from the deposit plus what I won, now I don't know what to do if you can help me I thank you because I need my money...

Dear Jefinho08,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account successfully verified already or it was blocked without the verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I made the registration, sent the documents and they were approved because it was green when it was approved

Then I requested withdrawals and they blocked me claiming to have multiple accounts,

A friend of mine recommended me to register through the guru to win 21 wheels without a deposit

We live in the same neighborhoods but we are not neighbors and we are not relatives...

Thank you very much, Jefinho08, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Jefinho08,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite King Billy Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear King Billy Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Jefinho08,

You have created several accounts in one day from the same IP address in order to get an exclusive no deposit bonus. All evidence was sent to Branislav (branislav.b@casino.guru).

Because you have violated our terms and conditions, your account has been closed and all winnings have been forfeited.

The deposit that was made in order to withdraw winnings will be refunded to you.

Our team has already contacted you.

The King Billy Team

Greetings all,

Dear King Billy Team,

Thank you for your explanation and the provided data.

Dear Jefinho08,

I was provided with the data that support the casino representative's claims above.

Can you somehow rationally explain how is it possible that the same email as yours (the emails differ only in the last numbers in the email address) was used in 4 casino accounts in King Billy Casino?

How much did you deposit there? Could you please confirm that the casino contacted you regarding your deposit or that your deposit has been already refunded? Do you agree with this solution as the casino's terms and conditions have been violated, and you are not eligible for the winnings obtained from the used no-deposit bonus in this way?

Dear Jefinho08,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, The King Billy Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru