King Billy Casino (Curacao) - Player's deposit is not reflected on the account.

Hello,

I made my first deposit to this online casino, KingBilly.

400 euros was the amount of the deposit, the transaction was executed and the money was deducted from my bank account.

On the website, nothing shows up, in fact according to them, the transaction didn't go through!

I have screenshots of the payments, of course

Dear Coleman9292,

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 that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your 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 Coleman9292,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I sent the email to petronela, with the bank statement where you can see the transaction, the first one at the top.

The problem is still not resolved and I have not received my money back.

I confirm that it was the first deposit on this site.

My bank confirmed to me that the transaction was successful.

What can I do then? Have I lost 400 euros?

I completely empathize with your frustration, Coleman9292. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 14 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds.

• In the meantime, could you kindly provide a screenshot showing a single deposit, including the visible transaction ID, instead of the entire bank statement?

Thank you for your patience and understanding in advance.

Dear Coleman9292,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.