King Billy Casino (Curacao) - Player has been charged currency fees.

I deposited over $1,000 got charged over $140 out of my bank account for currency fees but on there review it says deposit is free. When I complained about it they added the currency fee to my gaming ballance. But I didn't agree to taking out that money from my bank account in the first place. They said that each time I deposit they will add the currency to my ballance. So if I deposit $1000 they will withdraw $140 on the top of it without my consent. This is not fair. All the other casino's ive been on do not charge the customer without them knowing. Very dodgy. I would like a refund and for them not to withdraw money from my account without authorization.

Dear Drexler,

Thank you very much for submitting your complaint and for forwarding your bank statement. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise in which currencies are your accounts held (bank and casino account)? Have you tried to communicate this issue with your bank? Usually international transaction fees are managed by the banks.

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

Hi, the currency is in AUD. I contacted the bank and they advised the charge is from the Merchant. However the casino guru review of the website says there is no deposit fee and has no mention of currency fee as the review claims the casino uses $AUD. It's definately a shock to the player to have unknown transaction in there bank accounts of currency fees etc. I deposited $500 in the casino and my bank statement shows $524 was charged then currency fee on the top.

Hi Drexler,

Could you please confirm that you’ve selected AUD when registering the casino account? Thank you. 

Dear Drexler,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi

The currency value is pre set. It is not a preference available to a player to select a currency of choice. It is already set to the country of origin. For example, I live in Australia but I rather prefer to play in Japanese currency. This setting is not available. The currency is pre set to the country of origin when you supply your details prior to signup.

Regards

Hi Petronela

Yes the 4 amounts highlighted from the top are fees that were not advertised in depositing. I deposited 4 times. $500 twice, $400 and $100 and as you can see on my statements they withdrew more then the deposit amount, then charged me fees. Thanks for your time it's much appreciated.

Regards

Thank you very much, Drexler, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Drexler.

I have checked their website and our review is accurate, as you can see:

Could you please tell us how did you make the deposit? (bank transfer, credit card...)

Thanks.

Dear Drexler,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Drexler. 

Please we need detailed info about the deposit made by debit card what you made. Which bank issued the card and what currency did you use?

From the logs, it looks like there were some fees which were probably currency exchange.

I used a visa debit card to make the deposit.

The website asks what deposit method you would like to use. I chose Visa.

I entered my bank details.

I bank with the National Bank of Australia.

I use Australian currency.

I mentioned before that the currency is set to the country of origin. For example I cant change from one currency to another as your question implies.

As you can see i was charged above my deposit amount. Then charged a currency fee? Your review of the site doesnt mention any fees whatsoever. I relied on your your information as credible.

Are you saying the fees are legit and this is fair play. No mention of any fees whatsoever. $140 worth of fees.

It is very unfortunate whats happened, but at least some of the fees are definitely not under the casino control. 

I want to ask the casino representatives to give me a hand with the case and explain more detailed from where there are the fees, and why.

We double-checked the casino website, and all deposits should be without the fees.

Hi,

I appreciate your time and your work. It is unfortunate as a player to be charged fees that are not presented upfront. If the fees were currency fees, it means the game is using a default currency and converting all deposits into the default currency. It therefore defeats the purpose in asking the player what currency they are using because the currency will automatically be converted to the casino's default currency.

Credible casino's claiming to use AUD are obligated as a credible casino to uphold there standards otherwise should not be rated so highly. To play using Australian currency and to convert from Australian currency to a foreign currency are not the same thing. The site claims to use AUD, but it does not. It converts AUD to whatever currency they are using if the fees are infact currency fees. If they are currency fees I would have gone to many other alternative sites that do not charge any fees at all including currency fees.

Kindest regards

Dear Drexler,

Thank you for your feedback about King Billy Casino!

We are sorry for the current situation and apologize for the inconvenience!

The issue that you had is on a payment system side. Some other casinos have such problems too and our platform provider is trying to fix it. 

However, all fees that a player has we return back to his account as real money. So, the player is able to withdraw this money and the balance on the bank account will be fine

We haven’t published information about this on our site because the issue is temporary and it will be fixed  

Kindest regards

Drexler, could you please confirm that you received the fees and your case is now solved?

Hi

No I have not recieved any fee payments from king billy.

Kind regards

Hi Drexel,

We added 134,23 AUD to your balance on July 27

Also, we added extra 12,52 AUD, so now your costs are equel to 0

It means that King Billy Casino has refunded all your costs

If you want to withdraw this money you need to deposit 20AUD and we will withdraw the balance without wager 3x

Drexler, could you please confirm that you receive this compensation?

Thats absolutely ridiculous, you took out more money from my bank then was agreed on which is fraud, then instead of refunding it back to my bank you expect me deposit another 20 to withdraw the money. Just refund it back to my back where you took it from.

How many other players are getting robbed this way. If i didnt raise my concern you would have kept the money. Then you offer only to deposit it into my casino ballance. The first deposit you made was wrong then I contacted you, then you added the second deposit and its still wrong. I have no choice. Now you expect me to pay 20 to take off the 3x wager, then upload my documents to get kyc approval to then withdraw. What kind of nonsense is this.

You have such a high rating as a credible casino amongst many. This is your mistake, you took the money out of my bank, without my authority. Dont add it to my casino ballance because it doesnt belong in there. I didnt deposit it, you took it. Return it back to the bank you took it from.

Dear Drexler, 

We are sorry that you had such issue, but we do not agree that this situation is a fraud. As we wrote above this issue was on the payment system side. All these fees were deducted by the payment system, we didn’t keep them.

We cannot fix it or influence on this. The only thing we can do is to compensate these costs on the player's account and that’s all. We do not have access to the bank and we cannot refund the fees to your account directly.

As we can see, when we added AU$134 to your account you were playing and lost this money. You did not try to withdraw your balance.

If you withdrew AU$134 you would cover the costs that were deducted from your bank account

We have asked you to deposit AU$20 because the min amount that can be withdrawn is AU$30.

Drexler, in this case, the casino did all that they could to help you. I understand that it was an unpleasant situation for you, but they compensated the fees with casino balance. This was the withdrawable balance. I understand that you expected that casino sends the money on your account, but there are certain rules which each casino must follow to prevent money laundering. Therefore the casino couldn't send the money directly. I believe that the casino acted correctly and compensated you very promptly, which proves their reputation. I am afraid that after you lost the money from compensation, there is nothing more what we can do here for you.

I hope that despite the little disagreement on the way how casino compensated you, we can close this complaint as "Solved."

Hi

The public should be able to view the complaint. I have money to play and I play upto $32,000 currently playing at jokaviproom monthly lets get that out of the way.

Now if a casino charges me by mistake, and does not refund my money, instead they deposit it into my casino ballance and call it compensation this is cunning, because the money should have been refunded not compensated. I play down all my ballances but I dont like dodgy deals. Dont deposit into my casino ballance because I will do that at my will. You have no right to deposit into my casino ballance without my authority.

Like I said you made a mistake on your behalf, a refund is mandatory. Like any other merchant overcharging. Keep your compensation for internal losses to customers. I dont need your compensation. Dont charge false fees then insert it into my casino ballance. You know where it came from return it.

You make a refund sound complicated and unlawful like money laundering , and an unauthorized access to my bank funds legitmate. This will never be accepted by myself or the general public.

Kind regards

Now if a casino charges me by mistake, and does not refund my money, instead they deposit it into my casino ballance and call it compensation this is cunning, because the money should have been refunded not compensated.

The casino didn't charge you anything - the payment provider did. The casino didn't have this money, and you shouldn't blame them. The casino compensated you this money from their own pocket because they want to be so good. In most of the casinos, they would write to you that's your credit card company fault, and they won't pay you anything.

As I explained they could not send you the money directly - so they gave you the money on your account. You didn't need to do any wager just deposit $20 to verify the payment method and withdraw the money.

I am sorry, but from our perspective, you are blaming the wrong people. The casino was from beginning very kind, and they deserve their very good rating. So now if you agree we will mark this complaint as "solved".

As we wrote before, in this case, the casino compensated the player with the full amount. I understand that Drexler expected that the money would be returned to his bank account. But as we wrote these extra charges were caused by the payment provider, not by the casino. By compensating Drexler, the casino proved that they are worth their good reputation. We are now closing this complaint as "solved."