The player from Austria had experienced a delay in payout for 8 days. The casino had cited a technical issue, which had prevented the player from receiving the money or cancelling the payout. After nearly 14 days, the player's withdrawal had still not been processed, despite his account being fully verified. The player had been required to upload bank statements twice. We had facilitated the communication between the player and the casino. Ultimately, the payout was cancelled and the money had been refunded to the player, who then requested a new payout. The issue had been successfully resolved.
King Billy Casino (Curacao) - Player's payout has been delayed due to technical issue.
Amount: €200
King Billy Casino (Curacao)
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
8 months ago
Translation
For 8 days there has been a delay and they claim there is a technical issue. Since the 21.04 the payout has been in progress, I'm not receiving it in my bank account and can't even cancel it.
Automatic translation:
Public
Public
8 months ago
Dear jaafarmustafa32,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
8 months ago
Translation
Weeks is normal? I don't think so.
It said that processing would take up to 5 days and today is the 8th day. My account has long been fully verified. After this withdrawal I requested another withdrawal and the money was in my account after one day. I had the same problem with another Dama nv casino and it took 20 days for them to refund the money to my casino account.
Thanks
Best regards
Automatic translation:
Public
Public
7 months ago
Translation
Hello,
It's been almost 14 days because tomorrow is the weekend and no money will arrive. I've already uploaded the bank statements twice and I still have to wait, wait
Automatic translation:
Public
Public
7 months ago
Thank you very much, jaafarmustafa32, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
7 months ago
Dear jaafarmustafa32,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite King Billy Casino (Curacao) representative to join this conversation.
Dear King Billy Casino (Curacao), could you please provide more information about this case?
Looking forward to your reply.
Public
Public
7 months ago
Translation
Hello Katrina,
the other withdrawals, even those that were made later, have already arrived. The problem is that I've been hearing this myself for 15 days and no one is taking care of my problem. They just say wait, wait! It's not such a large withdrawal amount but this shows me respect and appreciation when they reacted to my problem quickly. I uploaded my bank statements three times and they say wait, wait, we're investigating your case, 16 days are not enough. The money hasn't arrived, either refund it to the casino account or have it transferred.
Thanks
Lg
Automatic translation:
Public
Public
7 months ago
Dear jaafarmustafa32,
thank you for the update. We will now wait for King Billy casino to reply to this complaint.
Public
Public
7 months ago
Translation
The payout was finally cancelled today and the money refunded. I have requested a new payout so the case is already closed
Thanks
Automatic translation:
Public
Public
7 months ago
Thank you, jaafarmustafa32, for the update and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
