King Billy Casino (Malta) - Player’s struggling to complete account verification.

Casino fordert immer wieder neue Dokumente. Hat man die hochgeladen werden wieder neue Dokumente gefordert. Support nicht hilfreich.

Dear karina_69,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Guten Tag,

Verifizierung hat nach mehreren versuchen funktioniert. Dann würden Belege gefordert. Die habe ich mich geladen. Dann habe ich eine Email bekommen das ich voll verifiziert bin. Dann wollte ich das Geld auszahlen lassen. Neue Dokumente wurden gefordert. Die habe ich auch hochgeladen, dann wurden wieder neue Dokumente aus dem letzen Jahr gefordert.

Thank you very much, karina_69, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello karina_69,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite King Billy Casino to join the conversation.

Dear King Billy Casino,

Can you please provide more information regarding the player's verification issues? Do you require any additional documents from the player to finish the KYC process or what is the reason for the delay?

Hallo Michal,

Die Verifizierung ist nicht das Problem. Es werden immer nur neue Belege zur Auszahlung gefordert. Belege von Einzahlungen im letzten Jahr die jetzt gar keine Rolle mehr spielen

Dear Karina,

One of the payment methods was confirmed and your account was verified, but, as additional documents, our payment department decided to request proof of other payment methods from you as well.

We need to make sure that all your payment methods belong to your bank account. Any payment method must be verified.

Our team has sent you an email with all the details.

Kind regards,

The King Billy Team

Thank you for the response King Billy Team.

Dear karina_69,

As per the King Billy Team response and as a part of the KYC and AML, the casinos are entitled to request the players to verify every payment method they used for deposits or withdrawals. None of the licensed casinos takes KYC or AML lightly. I can only recommend you to please follow the steps mentioned in the email sent to you by the casinos. 

Was gefordert wurde habe ich hochgeladen. Nach dem hochladen werden aber immer wieder neue Dokumente gefordert die vorher nicht gefordert wurden. Man braucht sich nur die echten Rezessionen ansehen, nicht nur ich habe dieses Problem. wieso werden Dokumente vom letzten Jahr gefordert? Und wenn man die hochlädt werden weitere Dokumente von letzten Jahr gefordert? Wieso wird bei der Einzahlung nicht gleich ein Alterscheck gemacht? Einzahlen kann man nämlich ohne überprüft zu werden..

Dear karina_69,

I understand that these processes can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

I can only advise you to please provide the required documents, as I'm afraid that without the payment method verification, we won't be able to move your withdrawal process forward.

Ja, ist OK. Ich habe die Belege wie gesagt hochgeladen. King Billy will aber Belege von meinem Skill Wallet. Das hätte ich aber zu diesem Zeitpunkt nicht, es lief alles über sofort Überweisung und das habe ich hochgeladen. Ich denke es ist sinnlos. Wir können das hier schließen. Danke

Dear karina_69,

Just to clarify, you have been asked by the casino to provide proof of a payment method you don't have?

Das Casino möchte einen Kontoauszug vom Skill Wallet. Ich habe Skill aber nur als Dienstleister für eine Sofortüberweisung genutzt. Ich hatte nie ein Konto bei Skill.

hier steht man kann bei dem Casino damit einzahlen. Das stimmt aber nicht. Sofort, visa, MasterCard, das geht alles überhaupt nicht. Wir nicht mal angeboten. Als sofort geht nur Skill, und dazu braucht man kein Wallet

Hat sich erledigt, das Geld ist jetzt verspielt und dann ist Ruhe

Dear karina_69,

The variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering all available payment methods to all their customers.

Sadly, as you decided to play over your balance before we could solve your complaint, I'm afraid there is not much else that can be done from our side to help you at the moment. I understand that waiting for the withdrawal can be frustrating, and ideally, we would like to see the withdrawals being processed within a couple of hours, but as I and my colleague Petronela mentioned, the casinos need to do KYC and AML checks before every withdrawal, and as you can imagine, this takes time.

Unfortunately, as you have decided to play over your money, we’re not able to proceed with a further investigation or suggest possible solutions and have no choice but to reject this complaint.

Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal