The player from Germany had struggled to withdraw 170€ via PaysafeCard, the same method he had used for depositing money. The only alternative that had been offered was a bank transfer, which required a minimum withdrawal of 300€. The player had been dissatisfied with the support and had claimed it was misleading. The player managed to increase his winnings to 300€ through playing games and was able to withdraw his winnings. This issue had been successfully resolved and the complaint had been closed.
King Billy Casino (Malta) - Player struggles with withdrawal options.
Amount: €170
King Billy Casino (Malta)
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I initially attempted to withdraw 200€ via the same method that I used for deposit (PaysafeCard), but the withdrawal was consistently cancelled, and I was advised to use a different method. The audacity is that there is only one other option available, being a bank transfer, but it is only applicable for 300€ and above. It's not fair that I can't withdraw 170€, and the support simply misleads me, telling me to use PaysafeCard, which is not working. This casino receives a score of 10 from you, and yet, I have never encountered such poor support. Please help me, I'm close to losing it. They simply want us to gamble everything away.
Automatic translation:
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6 months ago
Dear harryfischer110182,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and 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 payment methods to their customers.
- Is the scenario of making a deposit in order to withdraw 300€ an option for you?
- Which other recommendation did you receive from casino support in order to withdraw your winnings?
- Have you completed account verification in the casino, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
Dear harryfischer110182,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
I still managed to increase the amount to 300 with games and pay it out. But to me your answer sounds illogical because with the same casino operator with the same headquarters and license, such different payout regulations cannot apply. But the world has never been logical. But was lucky. Thank you very much and all the best
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6 months ago
Dear harryfischer110182,
I'm glad to hear that your issue has been resolved successfully, and congratulations on your win. 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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