King Billy Casino (Curacao) - Player’s withdrawal has been delayed.

Sept 14:ask for a $60.00 CAD withdraw.

Sept 16:ask for $200.00 withdraw.

All my documents are approve except they KEEP asking to see the number from my bank account.No way in my whole life they have to see that and i'm not gonna send this info.

I have full messages with them but i will send you the most important.In the last email(see screenshot here) now they say that they want a proof of my depot of $50.00 on Sept the 2.I send these info 4 TIMES and everything is clear.I had the same issue with "Wild Sultan" casino last March and they problem was solved with your help.I m very disapoint with this attitude.

THank you very much for your assistance.

If you need more info contact me please..it will be a pleasure to help you to help me lolll

Normand S***** 2024-09-02

Dear PlymouthFury1970,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

i HAD hard times to upload my documents.I try again

Dear PlymouthFury1970,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick.

Thank you for your assistance...

No i didn't receive anything yet.

Normand S*****

Hi Nick,did you have contact with them?

THank you again...

Normand S*****

Dear PlymouthFury1970,

As the casino requested additional verification just over a week ago, and the standard processing time is around 14 days, we have not yet contacted them. If you have provided all the required documents, I would recommend waiting for now. However, if you have been waiting longer than the recommended time frame, please let us know, and we will look into intervening.

Kind regards,

Nick

What?Serious?I'm very very surprise with this answer cause they have absolutely EVERYTHING they need.They approve all my documents days ago.They just have to pay me.In other communications with them weeks ago they keep asking me to see THE NUMBER OF MY BANK ACCOUNT!Hey,come on,people who give that kind of information can see their bank account EMPTY quite fast!They hold my earnings since weeks!!!!!!!!They are not aloud to do this.You can confirm me this please?I'll come back with more stuff...If they think they are gonna discourage me THIS IS NOT THE CASE!Do you have contacts infos with SERIOUS GAMBLING commissions?

A license casino CAN'T hold money from a player who give them all the things they need...They confirm me that weeks ago.I'l come back with a screenshot of all this.

And,another thing VERY IMPORTANT:When you write "as the casino requested additional verification over a week ago,and the standart processing time is around 14 days,we have not yet contacted them" How do you know that?I'm very very dissapoint that you had, since my complaint ZERO communication with them.If i make a complain,we are 3 in this process no?Which mean ME,THE CASINO AND GURU(NICK).I'm sorry but i feel that i'm ALONE on my side in this process....

Thanks,Normand S**** october the 8 year 2024

So,Nick,you can see what i wrote to Romi today in the " general discussion page 4".The casino approve my proof of adress weeks ago(look screenshot in the next message after this one) but they keep asking me a proof of my depot.I send them sept 26 a proof of my depot were they can see my name,the amount of the depot of $50.00 CAD,my adress is there and everything but the MAIN PROBLEM is that want to see my account number!See here a few screenshots.No way i'm gonna send my account number.I had exactly the same issue with "Wild Sultan" casino in March 2024 and you guys help me to fix it.They finaly pay me.

But for "King Billy" they have full of info on me.Giving them my account number is a suicide move!Nobody do this.See screnshot here from my bank recommandations and all bank have these infos for their customers.

Here they approve my adress on sept the 20 as you can see the date on the top right corner

Thank you PlymouthFury1970 for all the information provided so far. As it is always advised, the player should always send the document the casino requires them to. However, we can try to reach the casino and find an alternate way to progress in your verification.

I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Honestly i just can't believe what i'm reading concerning your last answer!Don't worry i'im gonna come back with lot's of details about all your remarks....BUT....as i can see i made my complaint to Guru sept 29 and NOBODY...really NOBODY contact the casino yet?And Nick who was in my case what he has done since he was in my case for all this time???Nothing!!!I'm doing all the job! But why you guys are you here for????But maybe i miss somethnig?Notice that "King Billy" casino are commiting ILLEGAL acts BY HOLDING MY MONEY!!!!It's now 40 days soince they keep (stole)my money!40 days and it's illegal by a license casino.

With all y respect i kindly ask you to go tchech in the "Discussion" thread what i just write to Romi....

By the way i'm still waiting for a response from "King Billy" casino(operator is Jacob)about my last email sended on October the 17 2024...here the screenshots that i send to him.I'm sending that to you to make sure that everybody is on the "same page".Today on October the 24 i send him an email to tell him that i'm waiting for his answer(s) about my email.

Thank you and have a nice day...

Normand S******

Dear CasinoGuru,

We apologize for the delay in resolving the issue, since there was a need to consult multiple departments. We can confirm that the player’s balance can now be withdrawn, and a withdrawal request will be approved promptly. However, due to the player’s disagreement with the Terms & Conditions (T&C), King Billy will close their account once the withdrawal is processed.

Thank you,

The King Billy Team

Thank you very much, The King Billy Team, for your response and confirmation.

Dear PlymouthFury1970,

Please inform us once a withdrawal request is made and your disputed funds reach your payment method. Then, your casino account will be closed.

Thank you. Looking forward to hearing from you.

I confirm that i receive my money( $278.00 cad)

Great news, PlymouthFury1970!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you very much, The King Billy Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru