HomeComplaintsKing Billy Casino (Curacao) - Player’s struggling to complete KYC verification.

King Billy Casino (Curacao) - Player’s struggling to complete KYC verification.

Amount: €600

King Billy Casino (Curacao)
Safety Index:Very high
Submitted: 25 Jan 2022 | Case closed : 09 Feb 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Montenegro is having difficulties withdrawing winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

To verify my address, they ask for a utility bill or bank statement, I don't have any utility bill in my name because all the accounts are on my dad, and for the bank statement I don't know what they ask for, I submitted a document from the bank where my full name is clearly visible , residential address, zipcode and do not want to accept it, I wrote to 5 different operators and sent emails but they will not accept the document, whatever I send, and that's all I got from the bank.

Automatic translation:
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2 years ago

Dear Jelena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying the utility bill or the bank statement seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is 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

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2 years ago

Dear Jelena,

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.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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