The player from Baden-Württemberg has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
King Billy Casino (Malta) - Player’s withdrawal has been delayed.
Amount: €1,700
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
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I deposited €100 at kingbilly casino yesterday and more in the past. I finally won 1700€ and tried to verify the account and I had to prove my earnings myself proof of income bank statements from the last 6 months as well as proof of deposit from the last 6 months. Now I have not received any confirmation whether the account has been verified or not, the support does not answer the emails and in the chat one says it is verified, the other is asking for documents again. I do not know how to continue. The payout wasn't processed and when I go to the live chat each agent says something different. The employee now says that the account is being checked and she cannot say how long this will take. I'm really desperate can someone help me please.
Automatic translation:
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1 year ago
Dear Sinemim1992,
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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1 year ago
Translation
I've been waiting for 3 days now and nobody can help me!!! In the terms and conditions it says that the payout is 24 hours. The customer support answers me with this statement and cannot help me
12.9 The Company reserves the right to verify the player's identity prior to processing any withdrawals and to withhold any withdrawals until verification of the player's identity has been successfully completed. Please note that the casino may request additional documents when the sum of all withdrawals made by the player reaches €2,000. If a player has provided incorrect personal information, the withdrawal may be refused and the user account may be closed. The player will be informed of this by email. In some cases, the website may request a selfie with ID, a selfie with ID and a special sign, or a phone call. Failure to successfully complete this verification will result in player account closure and confiscation of winnings.
Automatic translation:
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