The player from New Zealand had placed a $2000 bet on a live roulette game, which was removed due to a 'personal preference limit', despite the table's set limit being $4000. The casino's agent had incorrectly stated a limit of $1500, which led to the casino refusing to pay out any winnings. The player had questioned the casino's high rating and operation. The Complaints Team had determined that they could not compel the casino to pay hypothetical winnings that were not recorded in the game history, especially as the bet amount had been returned to the player's casino balance. As such, the complaint was rejected.
King Billy Casino (Curacao) - Player’s High-Value Bet Removed Due to Incorrect Limit.
Amount: NZ$2,000
King Billy Casino (Curacao)
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
On the live game roulette table which say maximum bit $4000 and is adjusted by each casino on the game provider, I placed $2000 bet and it removed my bit message coming up "exceeded my personal preference limit" which I did not set any limits and it was a winning bet too. after asking the agent on the chat about the issue telling me oh the limit is only $1500 and I asked why they did not adjust the limit on the table he says oh it's the game provider's setting and I said I have played on other casinos and each casino can adjust their limit on the game provider's table and they came up with more excuses . I'm not sure how this casino got such a high ratings for nothing. They removed my winning bet and they were not even willing to pay for the rest of the winning even which it was $1500 according to their own limit even. Their limit not accurate on the games and very small. This casino should not be operating in my opinion instead has got a high ratings from casino Guru. Please can you submit my complain and request for my winning to be paid. Thank you
Public
Public
8 months ago
Dear Romand,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise what happened with the money you bet? Was it returned to your casino account?
- Did you have any active bonuses?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
8 months ago
Hi yes the $2000 bet was rejected and was placed in to my account but it was the winning bet and it shouldn't have been removed because the live roulette game from Evolution gaming maximum limit was stating $4000 on the table and I placed the bet accordingly and I placed $2000 but my whole bet was rejected and even if it was rejected only $500 should have been rejected as the King Billy casino claims that their maximum limit was only $1500 and the $4000 was the game provider's limit which is nonsense as I have played on other casinos and what limit is mentioned on the table it's the the casino's limit. Even according to the King Billy casino's limit I should have been at least paid $1500 for my winning $2000 bet and not whole my bet should have been rejected and no I never use bonuses and did not have any active bonuses. Thanks you
Public
Public
8 months ago
Thank you for your reply, Romand. While I understand your frustration, technical issues may occur anytime and, unfortunately, we are not in a position to ask the casino to pay you hypothetical winnings that have not been recorded in your game history. Especially when the amount of funds you placed as a bet was returned to your casino balance.
You can try contacting the game provider for more insight but from our point of view, there is not much we could do.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
Public
Public
8 months ago
Hi please unlock my review about the casino. The casino should have set his limit on the game provider table so there be no confusion or at least paid me for the rest. Anyway you look at it it's casinos fault and not the game provider. This was not a technical issue. You guys from casino Guru seem to be a bit Bias. Please release my review on this casino so other people are aware. Thank you
Public
Public
8 months ago
Hi
You have left my complain opened. Not sure if the case still open or closed per your last email. If it is still open let me know what's happening and if it is closed according to your last email and you can not do anything about it anymore then please activate my review about the casino. I'm waiting for your response. Thanks
