King Billy Casino (Curacao) - Player's account was closed due to country restriction.

I have an account at this casino since 2021 and I have never had any problems with deposits or withdrawals. Now I wanted to make a withdrawal and I was playing normally and after being rejected that withdrawal and while talking in the chat I was told that Portugal is a restricted country although I am not in Portugal at the moment but my account always had my data from Portugal and is verified. In short, they canceled my account and confiscated €1032.93 just like that. I was robbed is yet another fraud.

Dear ccharley73,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions so I can understand the whole situation completely.

Has the casino notified you in any way that Portugal was going to be a restricted country?

When was the last time you were able to log into your account from Portugal?

Kindly be aware that when a casino adds a country to restricted territories, it usually takes a certain amount of time to close all the players‘ accounts and refund them their remaining balances.

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

Best regards

Veronika

Good afternoon,

I never received any notification saying that Portugal is a restricted country and that I would lose my balance, but I had my birthday on the 16/06th and at that time I received several bonuses offered by the casino so we are talking about 10 days ago. It should be noted that at the time my account was canceled and my credits confiscated (stolen) I was playing at Kingbillycasino.

I don't remember the last day I accessed the casino in Portugal because in my professional life I spend a lot of time traveling around different countries however it will be 2 or 3 months at the most, I play more when I'm traveling because when I'm at home in Portugal I spend more family time of course.

For all this I think I'm being robbed.

Carefully,

Carlos Cruz

Could you please send me the full transcript of your chat with the casino regarding closing your account to veronika.l@casino.guru? Also, please forward any relevant communication about this matter to my email.

Good afternoon,

I have already sent the requested information to your email.

Carefully,

Carlos Cruz

Can you please confirm that you did not use VPN software to access your account?

Good morning,

Yes, I can confirm that I have not used it.

Thank you very much, ccharley73, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello ccharley73,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite King Billy Casino to join the conversation and participate in the resolution of this complaint.

Dear King Billy Casino,

Can you please explain the situation from the casino's point of view? When was Portugal made a restricted country? If it was a fairly recent change, shouldn't the player be able to withdraw their balance?

Kind regards,

Adam

Dear Adam and ccharley73

Portugal became a closed country in January 2023 and the corresponding letter was sent to the player.

Also the player claims he didn't use a VPN, but our system shows many IP addresses from different countries (DE, AU, CA, SG). It means he used VPN.

We can send proof if needed.

Kind regards,

The King Billy Team

Thank you for your response, King Billy Casino Team.

Please do provide supporting evidence to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear ccharley73,

I have received supporting evidence from the casino that shows your account was accessed from multiple different countries on the same day. Are you able to explain this?

The casino also states that a letter was sent to you in January explaining the changes to restricted countries. Have you received this?

Kind regards,

Adam

Good morning,

I didn't receive any letter informing about the restriction and even because they say they sent it on January 23, however on June 16 they sent me an email with a birthday present, (which I already sent to you,). So it doesn't make sense.

Yes, I used VPN in a desperate attempt to withdraw my money since my account only had the option to withdraw in cryptocurrency and I wasn't able to withdraw that way so I tried switching connections to see if another withdrawal method appeared to be able to withdraw .

They are trying to make excuses to keep my money saying that it is my fault, but it is not, the fault of this situation is only of the KingBillcasino casino because they only had to cancel my account since I was from Portugal, I had not played anymore and this problem no longer existed. But they didn't let me play for hours wasting my time creating expectations and now they keep the money €1000 is €1000.

For everything I've said, I wasn't the one who tricked the casino (even because this suggestion is just stupid) let it be clear that the deceived one is being scammed, it's me and only me.

Hello ccharley73,

Can I ask you to clarify a few more details for me?

• Was the €1000 accumulated entirely with the bonus you received as a Birthday present, or did you have a balance before this?
• Did you use a VPN to play the bonus?

Kind regards,

Adam

Good morning,

The 1000€ was won with the birthday bonus and I didn't use VPN to play the bonus.

Carefully,

Carlos Cruz

Hello ccharley73,

Thank you for the additional information. Can you also please confirm from which country you logged in to your account to use the birthday bonus?

Kind regards,

Adam

Good morning,

At the time I was in Germany and I was also in Poland. As I said before, I travel a lot at work, but that was what I said above.

Carefully,

Carlos Cruz

Dear ccharley73,

The casino has now provided further evidence which sufficiently shows that a VPN was used to circumvent the country restrictions and use the bonus.

Please understand we can only make a decision based on the evidence we have, and it seems that the casino has operated in accordance with its terms and conditions in this case.

Consequently, we are unable to assist you any further and the complaint will now be rejected.

Kind regards,

Adam