King Billy Casino (Curacao) - Player’s struggling to withdraw their winnings.

Hello! I registered an account at this casino and received a no deposit bonus. I successfully wagered it and I have 98 euros on my balance. Account verified. According to the rules, I can make a deposit through: Visa, Mastercard, Flexepin, iDebit, Interac, Muchbetter. Withdrawals: Interac, MuchBetter, Bank transfer, iDebit. In my personal account, it only displays MuchBetter, bitcoin and dogecoin. On May 11, I tried to make a deposit through muchbetter, but it was unsuccessful. Eternal loading after entering the number. I contacted the live chat and they answered me that your problem will be solved within 48 hours. It's now May 16th. Technical support writes the same text "Your problem is being solved. You will receive a notification by mail." They won't let me withdraw my winnings. They take time for me to lose everything. Any other casino would offer an alternative.

Dear presston9,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Best regards,

Petronela

I already wrote above what methods were offered to me, but they are not displayed in my account. Wait for muchbetter support to reply? And if they remain silent for a month or more? I offered them to use alternative methods of deposit. I can deposit bitcoin or dogecoin. But they say you can't

The dialogue with technical support is useless. They insist that I make a fiat deposit. How can I do it? They ask me to do something impossible

Why are they deceiving me? How is this possible ? What is the problem with processing an application and making a transfer to a dogecoin address? This is sheer absurdity. They are lying

Thank you very much, presston9, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Thanks Petronela for helping. I think it's unfair that I should be left without winnings due to technical problems on the casino website. Any casino should always know how to solve this problem in such situations.

Hello presston9,

I will assist you with the complaint from now on. Please, provide me with the communication between you and the casino so I can better understand your circumstances and help you with the issue. Please send it to my email address at tomas@casino.guru alternatively, you can post it here.

Much appreciated!

Dear presston9,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.