The player from Germany was experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the issue was resolved.
King Billy Casino (Malta) - Player’s struggling to complete account verification.
Amount: €1,200
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
1 year ago
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1 year ago
Translation
Hello,
after I on 6.11. paid out 1200€ at King Billy, I was probably sent the cheekiest email ever.
my payout was canceled and I was asked to fill out a survey.
I have to say in advance that I have been verified for a long time.
Ask where I get my money from and roughly how much I earn.
I filled it out and sent the email.
Now the casino asked for more evidence:
6 month transaction report from my Skrill account, 6 month statement from my bank account and proof from my employer.
that's an incredible cheek, isn't it?
is this legal?
of course, my withdrawal was canceled until I uploaded the requested evidence to King Billy's verification page.
can you tell me something about this or help me. Because I think that it is absolutely illegal and even forbidden.
friendly greetings
Guido
Automatic translation:
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1 year ago
Dear Primus.011,
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 are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
The casino seems to be asking for proof of income. The requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply with and follow these policies.
That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.
Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello,
Thank you for your quick response.
Now it is the case that there is sensitive data on my proof of income, such as pension insurance number and how much money I pay to the respective statutory insurance companies such as health insurance.
can I redact this data?
because it's actually forbidden to request this data, isn't it?
I have already sent the full 6 month transaction report from my Skrill account to King Billy.
I didn't see much of a problem there.
can you still answer this question for me?
best regards
Guido G***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Thank you for your reply, Primus.011. I understand your point of view, but as I said, the casino wants to make sure you have enough funds to continue playing.
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello,
Everything has been resolved. The money has been transferred. Many Thanks
best regards
Guido G***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Awesome news, Primus.011. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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