King Billy Casino (Curacao) - Player has experienced an issue related to responsible gambling limits

Dear David,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a screenshot. Could you please elaborate?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have limits set that are in a negative balance.

Doesn’t it mean that you still can deposit a certain amount of money and then it zeroes? Have you tried to communicate this problem with the casino? 

Dear David,

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.

I was depositing Bitcoinama money and the deposit limit went into the red even though I had it set that I can't deposit more money.

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

Dear David,

I will take care of your complaint from now on and I will do my best to resolve it as soon as possible.

I would like to kindly ask King Billy Casino (Curacao) to comment on this situation.

Dear David,

We are sorry that you have faced this issue

Unfortunately, players are not able to set up the deposit limit in cryptocurrency

Since you used CoinsPaid the deposit limit didn't work correctly

Kindest regards

Dear David,

Unfortunately, as deposit limits, in fact, cannot be correctly applied to deposits in cryptocurrencies made via CoinsPaid due to their nature, as your deposit limits were set in EUR currency, and since the option to limit the deposited amount is considered more of an extra feature rather than a ‘must-have’ functionality for an online casino, we cannot penalize the casino for this. Any compensation for this issue would be considered a gesture of goodwill.

Nevertheless, we believe players should be warned about this fact when setting deposit limits, therefore we suggest the casino include a notice informing players of the drawback.

I agree.

Dear David,

Although we consider your complaint justified, we are closing it as ‘rejected’ due to reasons specified in my previous post.

I‘m sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.