King Billy Casino (Curacao) - Player’s deposit has never been credited to his casino account.

on 15.1.2021 I transferred the amount of 19eu to the casino account. but the money did not load. about half an hour it kept showing me that they were waiting .... but my money was deducted from the paysafeccard account..casino claims that the transaction was canceled, and paysafecard that the transaction took place ,,,,

Dear Aleš,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Could you please advise which payment method you would prefer to have your refund sent to? Was your account verified?

If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear Aleš,

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, Unfortunately, my account has not been verified. I recharged via paysefecard. I took a picture of my transaction here. It was January 15, 2021 in 10.00hod

You can forward the payment receipt to petronela.k@casino.guru. Thank you very much in advance.

It's not about crowns. Paysef. I exchanged for euros.500kc = 18eur

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

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Ales,

Thank your feedback about our casino!

We are sorry that you have faced this issue

Currently, we are waiting for a reply from a payment provider

Kindest regards

Dear Ales,

Our finance department has checked this issue.

The screenshots you attached show that you were trying to deposit to another casino. King Billy Casino is not owned by Pro Xenon Mediathek Limited.

Kindest regards

Hello Alex.

I can confirm that all the proofs are related to other brand and owner, please, could you double-check and react?

But I thought I was transferring money to King Billy Casino. I have no idea I'm sending anywhere else. If so, please accept my apologies. I would also like to ask you if you could find out where I sent the money. I don't know FOR XENON .... Thank you for your time, and I apologize again ...

Dear Aleš,

This is the only brand in our database with owner Pro Xenon Mediathek Ltd.(click here), have you played there?

yes, I play this casino often.

Hello there,

Dear Aleš.

I recommend you to check if the missing deposit reached your account there. Since it is clear that this case has nothing in common with the King Billy Casino I am closing this case as 'rejected'. Please, let me know if you need further assistance.

Dear King Billy Casino team.

Thank you very much for your cooperation.

Best regards, Jozef

Casino.Guru