The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The player later informed us that she received her winnings and this complaint was closed as resolved.
King Billy Casino (Malta) - Player believes that their withdrawal has been delayed.
Amount: €1,100
King Billy Casino (Malta)
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
8 months ago
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8 months ago
Translation
Hello,
Yesterday, I requested a withdrawal and uploaded all the necessary verification documents. Yet, it keeps getting rejected, and they keep asking for new documents.
A six-month transaction report from my Skrill account and Paysafe account, six months of my salary proofs, and also bank statements were among these. All of it got approved!!! Despite this, it's still being rejected. The alleged reason is that there's a discrepancy between my pay slip and the salary shown on the bank statement. However, this is not true. The payout amount on the pay slip is always on the 2nd page! Everything matches.... Yet it has been rejected 5-6 times now... I honestly don't understand all the glowing reviews. I've never had so much stress anywhere else.
Automatic translation:
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8 months ago
Dear Pepenella,
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
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8 months ago
Translation
Hello,
I know that a payout can take longer.
It's about the fact that I suddenly have to upload new things again and again. At first it was only called Skrill and Paysafe. Then 6 months. Then salary. Then bank statements. Then allegedly the salary does not match the bank statements, which is not true. Apparently they can't read a pay slip properly or I don't know. It's really exhausting... I thought you could help me with that.
Automatic translation:
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8 months ago
Do I understand correctly that your account has not yet been successfully verified? Could you please advise which documents have been accepted and which have been rejected by the casino?
Also, please forward any relevant communication between you and customer support to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
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8 months ago
Translation
All things were approved for verification, but they always want something new.
Now I've received another email, if nothing is clarified now, then I'll send you everything 🙂
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8 months ago
Translation
the verification finally worked and the payment was made!!!! 🍀☺️
Automatic translation:
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8 months ago
Dear Pepenella,
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,
Veronika
Casino.Guru
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