The player from Switzerland faces issues with their account due to minor errors in registration, causing their KYC documents to be rejected. Despite reaching out to the casino's support multiple times regarding the necessary changes, they have not received a response.
King Billy Casino (Curacao) - Player's account is unresponsive after KYC issues.
Amount: 450 CHF
King Billy Casino (Curacao)
Safety Index:Very highSafety Index
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9.8
King Billy Casino (Curacao) has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
1d 2h 40m 34s
Case summary
5 days ago
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6 days ago
Translation
Dear CasinoGuru Team,
I unfortunately need your support with this casino. Having always had consistently positive experiences with Dama and having read absolutely great reviews here and at AskG, I had no doubts about giving this casino a chance and depositing the minimum amount. Especially since it just lowered the wagering requirements to a very fair x25.
I even had the luck to increase my stake (around 10 euros) by 45 times across many slots, which sadly seems to have resulted in me being "ghosted" by the casino. I uploaded my KYC documents, and it turned out that my browser (Chrome on Android) accidentally made two minor errors in the registration input:
- All letters were capitalized
- The birthdate was shifted by one line, entering 02.05 instead of 03.04, though the year was correct.
I'm, of course, including screenshots.
I didn’t notice this and it gave me no advantage. I wasn’t previously registered at this casino, and the casino itself states that you can change the birthdate and personal details via support.
One would expect that with such a big player, the support team would directly update the birth date after uploading the KYC, but unfortunately, my document was rejected with a request to change the date via support. I contacted live chat, which referred me to email. On Thursday, I sent the first request, forwarded it on Friday (in case it hadn't been received), and finally asked for the change to be made by Monday. Unfortunately, I received no response, so now I'm reaching out to you in hopes that the casino will allow "fair play" here.
We're all human, and small errors can happen; in most casinos, you can update the data yourself. However, I find it very disappointing that the casino completely ignores me, and as a student in my final year, this makes me anxious about my small winnings. I am sure that the change would have happened immediately if I hadn’t won anything on the casino account yet.
Sadly, all my attempts to contact them have failed. The last communication from the casino is the attached rejection of the ID with a request to change the birthdate via support.
Thank you so much for your valuable assistance! 😕
Automatic translation:
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6 days ago
Dear weglarzmar0321,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting playing.
I understand that you haven’t done it intentionally but unfortunately, it doesn’t make any difference. If you’ve opened your account and realized straightaway your mistake, you should inform the casino at that time before placing a deposit and playing.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you used the 'create account' or 'continue with Google' option when registering in the casino?
- Have you had the option to review the provided personal information during registration?
- Have you attempted to correct the information before you played with your funds?
Thank you in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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6 days ago
Translation
Hello Thomas,
thanks for the quick response.
I always use the account creation function, with a gmail address but without a Google login.
I signed up there many weeks ago and am registered in at least 70 casinos. The browser (Chrome on Android) fills everything in automatically when you click on the first field and unfortunately it's more or less routine, which is why I overlooked a small detail like the date of birth. Of course you can check the data that is entered, but would anyone notice if 2 lines in a field like the date of birth were wrong, but everything else was correct? 🙁
Everything else was correct and as you know, in most casinos you can change the data yourself. The casino itself writes that you can have it changed via support. This has never happened to me and it hasn't given me any advantage. I also told the casino that I am a really big fan of Dama and their casinos and the atmosphere there, which makes me even more disappointed when one of your casinos simply ignores me after writing to me to please contact you.
I only noticed the error when the casino rejected my ID. I had not made any deposits in this casino before and was not active there either, only when they sent me the email with the reduced turnover requirements. As a rule, when you log in to a casino you do not check your personal data and assume that it is correct. So I could not correct the date before the deposit, I was not in my profile.
This casino has such a good reputation and I am sure that it is well deserved. I think that this is particularly true with younger customers and given that there is no intention to deceive or take advantage and the casino itself says that you can change your data with support (the live chat also confirmed this), this should not be an obstacle here. Without rich parents, I currently have 400 euros a month available after all costs have been deducted and for me this amount is really a lot of money, unfortunately I did not notice the error beforehand because without a win they would certainly have adjusted it straight away 🙁
Automatic translation:
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5 days ago
Translation
Hello,
Fortunately, the complaint can be closed 🙂
It's strange, but I contacted the live chat again and asked if the change should be made via the Data Protection Officer of Dama NV. The live chat said that no emails had been received from me (although they were sent from Gmail) and asked me to resend the request. 2 minutes after the chat ended, the date was adjusted and my KYC was confirmed.
So thank God the matter is settled 🙂
Automatic translation:
Casino Guru is examining the case
