King Billy Casino (Curacao) - Player’s withdrawal is delayed due to an issue with a verification document.

I used RBC virtual visa debit card on my first transaction with king billy casino because there was no option for interac transfer. My virtual visa debit card is automatically connected to my chequing account and funds come from my chequing account. I deposited $50CAD to king billy casino. The charge that came up on my bank statement showed a transaction to "Felt" for $55.19 (i believe they charged me US dollars)

I lost that money quickly, and was able to finally choose interact as an option. I uploaded over $1000 by etransfer using gigadat to king billy and ended up winning $500. When i went to withdraw the money, King billy casino asked me to verify - which I uploaded all of my documents requested. However - they asked me to upload a statement or card showing the virtual visa debit card transactions. As this is a "virtual" card, it does not have a separate account and is tied to my chequing account. There is no name on the virtual card, as it is just a number for online purchases. I had sent in screenshots of this and explained same to king billy support. However - they continued to say they wanted a statement, that does not exist! I have given them all my bank statements showing all the transactions to their site, my address proof and identity documents.

I contacted Royal bank twice trying to see if they can provide me with some sort of statement or card with my name, and they said that the merchant has all of the information, and this is not something they can do. There was nothing my bank could provide that king billy doesnt already have

Finally yesterday, I got a notification that they were processing my withdrawal, and was able to cash out my withdrawal and my bank statement was approved (the one i uploaded showing my chequing account and the initial deposit).

I was under the impression that everything was sorted out as I recieved my money, so i uploaded another few hundred dollars and ended up winning approx $2000. I went to cash out, and I got rejected - saying that I did not upload my statement showing my virtual visa debit card.

Despite all of my attempts of connecting with support and my dozen emails to them, they continue to ask for a statement for my virtual visa debit card. I have an already approved bank statement on my account, so I am not sure what is going on? They refuse to let me verify based on the other dozen or so deposits I made to the account, which I have full access to all of those.

I have given everything I can in terms of statements, and they are withholding my rightfully won $2000. I feel they are finding a loophole to keep my winnings, even though they have all of my information.

Please help!

Dear tiffygurl,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you made only one deposit with your virtual debit card?

When was the last time you communicated with customer support regarding the issue with your bank statement? Have you been requested to submit the same document that is already shown as verified in your casino profile?

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

Best regards

Veronika

Hi Veronika

yes, I only made the one deposit using virtual visa debit. All of the following deposits (over 20) are my Interac transfer

I emailed them today. They have now stopped responding. And yes, they are asking for the same statement that has already been verified

i will upload screenshot showing verification

Thank you very much, tiffygurl, 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.

Thank you for the update

Dear tiffygurl, 

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.

Dear tiffygurl,

Can you provide the email address you used to create your account at King Billy Casino?

Kind regards,

The King Billy Team

Dear tiffygurl,

We are glad to confirm the account verification. Our team sincerely apologies for the inconveniences caused by the additional verification procedures of all deposit methods.

Kind regards,

The King Billy Team

Thank you King Billy Casino for your response.

Dear tiffygurl,

are you able to request another withdrawal?

Hi Casino Guru

i have now been verified and withdrawal recieved

thank you for your help in this matter!!

Thank you, tiffygurl, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina