The player from Germany was accused of opening multiple accounts. We ended up rejecting the complaint because it was not justified.The casino provided evidence suggesting that the player used incorrect personal information in the registration form to create a second account.
King Billy Casino (Malta) - Player has been accused of opening multiple accounts.
Amount: €50
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello I opened an account at this casino
before I started playing I already verified myself
so that I don't have any problems with the payment
after the verification I got 21 free spins with which I was lucky and won 300 euros real money
So I implemented everything when I wanted to pay out this message came
Please let me explain, your account has been closed as a duplicate.
Such actions indicate a direct violation of the King Billy online casino Terms and Conditions.
Because of these violations, The King would like to ask you to stop creating more and more accounts from your side. Since no free bonuses or free spins can be added to duplicate accounts, no winnings from duplicate accounts will be withdrawn either.
Thank you for your understanding.
please help me these are scammers
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1 year ago
Dear Katharina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Do I understand correctly that your winnings were accumulated from Free Spins solely?
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
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1 year ago
Translation
Hello, yes, as I said, the profit came from bonus free spins, I implemented everything and then managed to win €300 real money.
No, I really can't say how that happened, I wrote to the lady Ross for a long time and tried several times to explain that it wasn't me with the other account, but the woman didn't want to listen to it and kept repeating myself also as said before game starts verified
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1 year ago
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They don't even want to listen to you
I was looking for reputable online casinos that day because I had just been scammed by another casino, then I found King billy Casino and thought ok that could be it was also very happy at first until I got the 300 € won and wanted to cash out
I really don't think that's correct, we players spend a lot of money and then end up being screwed
Best regards
Catherine
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1 year ago
Translation
Hello, everyone,
my case is being processed, is there anything else happening
Best regards
Catherine K********
Edited by a Casino Guru admin
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1 year ago
Dear Katharina,
I'm sorry but you didn't answer if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you completed the KYC verification in the past, or verified your email only?
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1 year ago
Translation
Sorry of course I replied
I have written
No, unfortunately I don't know if maybe someone misused my data for an online casino
I can only say that I have never opened an account at the casino
best regards
Catherine K********
Edited by a Casino Guru admin
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1 year ago
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I registered at the casino for the first time and immediately verified my account
Unfortunately I played at another casino before that at BoaBoa
I had never heard of the Casino King billy before
please help me they just don't want to pay me my money because i won with their bonus
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1 year ago
Dear Katharina,
If you have never deposited funds into your account and your winnings were accumulated entirely from Free Spins received upon registration you would be entitled to a maximum cashout of €50. Please check the following rule:
"4. NO DEPOSIT BONUSES TERMS AND CONDITIONS
4.1 The maximum win restriction persists after the completion of the wagering requirement. The maximum cashout amount with no deposit bonuses is limited to EUR 50 / USD 50 / CAD 50 / NZD 50. Exclusive bonuses may have exceptions. For more details, please, contact Customer Support Team.
...
4.4 Free spins upon registration claimed through any affiliate site may have different conditions applied (i.e. wager, max win). Conditions of the bonus must be checked on the affiliate site, unless otherwise stated. Additionally, to be eligible for a no deposit bonus, player's account must be confirmed via email. If player fails to confirm the account, no deposit bonus cannot be added."
Could you please clarify if you have verified your email address or successfully passed the entire KYC verification before starting playing? Looking forward to hearing from you.
PS: Meanwhile, I have adjusted the disputed amount from €300 to €50.
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1 year ago
Translation
Hi
why am i only entitled to 50€ ?
I have successfully implemented the game money that I received with the bonus from the casino according to the conditions of the casino
the €300 is real money and not money that still has to be wagered
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1 year ago
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And yes, I have uploaded ID, bank details and proof of address to the platform
I can't log in because they blocked my account
and I don't understand why they only want to give me 50€ of 300€ real money
I don't agree with that
best regards
Catherine K********
Edited by a Casino Guru admin
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1 year ago
Because €50 is the maximum withdrawable cashout from a free spin. Please understand that it is nothing unusual to have winnings from No Deposit bonuses capped.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
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Hello, everyone
ok yes then I'll gladly accept the 50€
only we should I proceed now how do I get the 50€
should I send you my bank details?
best regards
Catherine K********
Edited by a Casino Guru admin
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1 year ago
Dear Katharina,
If your account is still accessible, you need to verify it and request a withdrawal. Please keep me informed about any further developments.
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1 year ago
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Sorry but I wrote to you that they blocked my account
I've already tried to log in
but it doesn't work
can you tell those who unlock it
Thank you and best regards
Catherine K********
Edited by a Casino Guru admin
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1 year ago
Have you received confirmation regarding successful account verification, please? If yes, please forward it to petronela.k@casino.guru.
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1 year ago
Translation
Hello,
sorry but if you read my messages, you will get them
I can. I don't login they have deactivated my account
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1 year ago
I understand that your account has been blocked and is not accessible anymore. I was wondering if you received any email that would confirm that your casino account has been verified prior to starting playing as you stated in your very first comment. Thank you very much.
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1 year ago
Translation
Hello,
no I didn't get anything like that
they blocked my account straight away
but I uploaded everything that was necessary for verification.
I verified before the start of the game to avoid something like that, but it didn't do anything, they blocked my account anyway.
Best regards
Catherine
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1 year ago
Thank you very much, Katharina, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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1 year ago
Translation
Hello Petrnonela,
Thank you very much for your help, I also hope that this finally works.
Thank you and best regards
Catherine
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1 year ago
Hi Katharina,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite King Billy Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Hi Peter,
Thanks for your help.
best regards
Catherine
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1 year ago
Translation
Hello,
That's exactly what I've mentioned I don't know how many times, I've never opened an account with kingbilly.
they don't even let you explain
the only thing they do is block my account directly and freeze my 300€
I've never seen anything like this before. It may not be a lot of money for you, but it's a lot for us players
their platform is a complete rip off
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1 year ago
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I have. I verified with their casino before playing to avoid exactly that and yet it happens
That's an insolence and they should have their license revoked
I checked with a lawyer
even if you have 2 accounts
I'm not allowed to lock an active account
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1 year ago
Dear King Billy Casino team,
Could you please elaborate on the statement above and send supporting evidence to my email address: peter.m@casino.guru?
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1 year ago
Dear Katharina,
First of all, we would like to point out that we have not verified your account. You have uploaded documents but it does not mean that your account has been verified.
Your first player's account was created in April 2021. This account contains almost the same email address - jovanmitrovic57@yahoo.de, the same name, date of birth, address, and postal code.
However, when you created your second account, you provided a false date of birth, so the system allowed you to create this account.
When we discovered that the date of birth on your document and account did not match, you wrote a letter saying that you entered the wrong date of birth.
After editing your account details, the system immediately notified us that you have a duplicate account (the same name and date of birth).
As a result, your winnings have been confiscated and the account has been closed due to the creation of a duplicate account, which is a direct violation of the terms and conditions to which you have agreed
9.2.1 Each player can create only one (1) personal account. Creating multiple Player Accounts by a single player can lead to termination of all such accounts.
9.2.2 You have the right to use only one account. One account per a residence address, an IP address, a PC. If You register more than one member account, all Your accounts can be suspended or deleted, and all bets can be void. Besides, Your winnings and bonuses that You received or accumulated during the period of use of several member accounts can be void as well.
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1 year ago
Thank you King Billy Casino team for the explanation and supporting evidence.
Dear Katharina,
Based on the information provided by the casino, I'm afraid I can't help you with this one. Since you used incorrect data (date of birth) to register a new account, the system couldn't identify duplicated accounts and you were allowed to proceed. If you used the right data, this situation would never occur. Unfortunately, your complaint will be rejected. Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.
Best regards,
Peter
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