The player from Canada, who had been fully verified before, faced issues with re-verification after he won a significant amount of money. The casino had refused to accept his proof of payment and had requested a bank statement. The player had used Interac, which labelled payments as Gigadat, not specifically to the casino, which had caused confusion. However, the issue had been successfully resolved after the casino completed the verification process and processed the player's withdrawal.
King Billy Casino (Curacao) - Player's winnings withdrawal delayed due to re-verification issues.
Amount: Can$450
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
I was already fully verified with this casino but since I won a few hundred dollars they want me to reverify and now they won't accept my proof of payment which has never changed
Everytime I get a response via email it's a different person and they won't listen to what I am saying. They keep saying they want a bank statement showing the deposit to king billy casino but I use interac which uses gigadat to deposit. So all of the payments on my statement say to gigadat not to a specific casino. I provided a bank statement proving the account is mine and a screenshot of my transactions showing the deposit and a screenshot of the email confirming the payment which has a confirmation # that the casino gets as well. I asked for the confirmation # so I could provide proof of the payment but they keep refusing everything and barely ever respond. I'm getting so frustrated
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2 months ago
Dear bradpriest22,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly you made successful deposits and withdrawals using this method in the past?
- Is the intermediary payment processor able to provide you with a statement-like proof of transactions made on your behalf?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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2 months ago
Thanks for your response but I got an email this morning and they passed my verification 🙏🏻
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1 month ago
Thanks for the update,
Has your withdrawal been processed? May we consider the issue resolved?
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1 month ago
Dear bradpriest22,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
