Due to a maximum win limit on a bonus, the player's winnings were invalidated. After reviewing evidence from the casino, we ultimately dismissed the complaint as the main reason for the confiscation of the balance was the existence of multiple accounts.
King Billy Casino (Malta) - The player's winnings were voided.
Amount: €80,000
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
9 months ago
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1 year ago
Translation
Dear Casino Guru Team,
I recently created an account at King Billy and got 21 no deposit free spins there for registering. With a bit of luck, I was able to fully implement the winnings from the free spins. I'm no longer sure how big the win was, but after it was successfully implemented, this win was reduced back to €100 and I now had this €100 as real money credit in my account.
I haven't had this much luck with online slots in a long time so I decided to keep playing with this bankroll. I was also aware that I have to register for a withdrawal and have to have made a deposit. I wanted to catch up on all that after the weekend.
After a lucky streak, I earned a credit in the 4-digit range. I don't remember the exact amount. Something between 1000-2000€. I was about to set a loss limit so that I wouldn't lose everything again and take care of the payout. Nevertheless, I increased my bets for a few spins and was able to earn more than €10,000 with a couple of really nice hits. Since I had a good feeling, I played with the maximum bet of €50 given by king billy. After several hours of online slots and very good winnings, I had an account balance of just over €100,000 at the peak and finally landed at around €80,000 + lvl ups, loyalty points, etc. That's what happened to me in my 10-year term as player never happened.
Suddenly I couldn't start any more slots and it said my account was locked. After about an hour I was able to log in again and had to realize that my credit was only €100.
When I asked in the chat, I was told that the maximum win from the bonus was €100 and that the rest of my balance was confiscated.
I don't understand that because I have already wagered my bonus winnings and it was capped at €100 at the beginning.
Now I have this 100 € as a credit available again and I know that if I make a profit with it, sooner or later it will be reduced to the amount of 100 €.
So basically it's my own fault now if I play with it, because everything I win will be confiscated at some point anyway. Why is the amount available to play and shows up as real money? It is almost impossible to win with this €100.
If I had made a minimum deposit of €10 at some point in between, would I have kept my winnings? For example, when my credit was initially €2000.
Have you had similar cases and can you help me?
Thanks very much!
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1 year ago
Hello Oeffki,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with King Billy Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Is the balance reduction after finishing the wagering visible somewhere in your account/balance history and if yes, can you please forward it to nikolas.b@casino.guru? When exactly did this issue occur? When was the last time you speak to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
I opened the account on 2/19/23 and did not verify it. Unfortunately, the credit reduction is not visible. However, I have screenshots of my last bets and scores and the last chat history. I would be happy to send this to you by email.
Best regards
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1 year ago
Thank you Oeffki for all the information provided. As long as you did not breach any bonus conditions while the wagering was still ongoing, and the final bonus balance was converted into the maximum allowed withdrawable balance, it should be considered as real money so any additional winnings generated from the 100€ should be fully paid out. As we will need to get more information from the casino, I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Translation
Thank you very much. Then I'm really looking forward to an answer 🙂
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1 year ago
Hi Oeffki,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite King Billy Casino (Malta) to the conversation to participate in the resolution of this complaint.
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1 year ago
Dear Oeffki, dear Peter
Our Terms&Conditions state that the maximum cashout amount with no deposit bonuses is limited to EUR 50 / USD 50 / CAD 50 / NZD 50. Exclusive bonuses may have exceptions.
In this case, the maximum cashout is €100.
Moreover, our review also states that the maximum cashout from the exclusive no deposit bonus is €100.
Thus, the actions of our team were in accordance with T&C.
Kind regards,
The King Billy Team
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1 year ago
Dear King Billy Casino Team,
Oeffki stated that the winnings were accrued after his bonus was transformed into real money and the max win cap was applied. Please address this statement and send the player's game history to my email address (peter.m@casino.guru).
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1 year ago
Dear Oeffki,
We are discussing the issue with the casino representative on Skype. I will let you know as soon as there's news.
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1 year ago
Translation
Thanks very much. Of course I'll wait as long as there's news.
Best regards
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1 year ago
Hi Oeffki,
We haven't made much progress so far I'm afraid. We are still discussing the issue and hope that we will come to a conclusion by the end of the week. We are doing our best. I will let you know as soon as there's news.
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1 year ago
Translation
I am happy to wait for your answer. I also have the option of handling my case through my legal expenses insurance. Does it make sense to do this right away or to wait for your answer?
Best regards
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1 year ago
Hi Oeffki,
I would definitely wait a bit longer. We will have a conference call with the casino representatives on Tuesday. I hope we will make some progress there. Then we will discuss the next steps.
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1 year ago
Translation
Thanks, I got the email. You will receive an answer shortly.
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1 year ago
Dear Oeffki,
We would like to inform you that after extensive discussions first with the Casino Guru Team and then with the Guardians of our Kingdom, we decided to revise our Bonus T&Cs.
Moreover, the deducted amount will be returned to your account (€80,000 +).
In order to withdraw your winnings, you need to make a deposit and pass the verification procedure.
If you have additional questions about the procedure, you can contact our live chat.
Kind regards,
The King Billy Team
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1 year ago
Dear King Billy Casino Team,
Thank you for reconsidering your decision.
Dear Oeffki,
Please let me know if we can consider the issue to be resolved.
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12 months ago
Translation
Hello dear casino.guru and kingbilly team,
I have emailed you again.
Best regards
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11 months ago
Hi Oeffki,
There seems to be another unexpected issue regarding your account that is currently being investigated and discussed with the casino. I will keep you updated.
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11 months ago
Translation
Hello,
ID card and address confirmation were accepted within a very short time. Selfie+ID has been on "Processing" for more than 1 week.
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11 months ago
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Hello dear casinoguru - and kingbilly team,
since I suspect that the management does not work at the weekend, I wanted to know beforehand whether there were any new findings. The verification process already takes almost 2 weeks. I'm sorry if I'm too impatient, but maybe you already have news??
Best regards
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11 months ago
Hi Oeffki,
Sorry, this takes so long. We are still discussing the issue with the casino representative. I will keep you updated.
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11 months ago
Hi Oeffki,
In order to proceed with the investigation, we need to provide the casino with a signed Power of Attorney. Are you willing to sign one for us to get access to all relevant information regarding your case? Please let me know and I will send you the file.
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11 months ago
Translation
Hello, please email me the file.
Thank you very much
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10 months ago
Translation
Hello,
Unfortunately, my Kingbilly account has been deactivated. In this regard, I received an email from Kingbilly support yesterday, in which I am accused of having operated several accounts with the same IP address. This allegation is not true. I am still in consultation with my lawyer about the procedure and will answer you as soon as possible. I continue to ask you for an answer about new findings.
Best regards
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10 months ago
Hi Oeffki,
We received the same information. In order to access and verify this information, we need the Power of Attorney. How long do you think this procedure with your lawyer will take?
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10 months ago
Translation
Hello,
I'll get in touch with you in the course of the morning.
VG
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10 months ago
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Hi, here is the feedback from the lawyer :
Dear Mr Herman,
Thank you for your engagement and the trust you have placed in me to represent you in your matter with the Malta based online casino. You have informed me that you have made a significant profit using the free money provided when you first signed up.
Having carefully reviewed the extensive documentation you have provided and our detailed discussions of the matter, I am confident that we have a strong legal footing here. You have fulfilled all the conditions required to use the free money provided upon initial registration.
It is particularly noteworthy that the casino requested a thorough customer identity (KYC) check and age verification only after winning, and not before participating in the game, as required by the obligations under EU, Maltese and German gambling laws. In addition, the casino also breached due diligence with regard to anti-money laundering by accepting significant amounts of money without adequate verification.
The casino also claims that you have created multiple accounts, which we do not recognize. The casino's numerous breaches of duty, notably the delays in conducting the KYC, severely undermine the credibility of their claims.
I recommend that you describe your situation on a neutral platform like CasinoGuru and try to mediate. At the same time, I would like to emphasize that should the negotiations fail, we stand ready to take all necessary steps to protect and enforce your rights. This could also mean that we contact the relevant supervisory authorities and payment service providers and initiate legal proceedings.
Regarding the "Power of Attorney", I recommend the following wording, which gives CasinoGuru authority to review your case and initiate negotiations, but does not grant full power of attorney: "I, Sascha Herman, hereby grant CasinoGuru permission to discuss my case with the King Billy Casinos to review and enter into negotiations, subject to my prior approval of any agreement or understanding that may result."
In closing, I would like to emphasize that I am optimistic that the casino will at least pay out the winnings in order to avoid further legal disputes. Nevertheless, you should first try to find a partner.
If you have any further questions, I am of course at your disposal at any time.
Best regards
Greetings!
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10 months ago
Hi Oeffki,
Thank you for your reply. If you wish to change the wording as stated above, we need the casino's approval.
Dear King Billy Casino Team,
Would you accept the Power of Attorney with the wording as suggested by the player's attorney?
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9 months ago
Hi Oeffki,
Are you in agreement with the casino sharing the required information about your account, such as the betting history and player's log?
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9 months ago
Translation
Hello,
Yes, I agree with it.
Best regards
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9 months ago
Dear Oeffki,
Can you please send us an official email at support@kingbillycasino.com that you give us permission to share your account information such as the betting history and player's log, etc. with Casino Guru?
Kind regards,
The King Billy Team
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9 months ago
Hi Oeffki,
Please send the email as instructed so that we can continue investigating your case.
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9 months ago
Hi Oeffki,
I hate to be the bearer of bad news, however, I won't be able to help you with this one. We reviewed the evidence from the casino and the data suggests that you were one of the 39 players sharing the same IP address, playing with the same no-deposit bonus without making any deposit, playing the same games, and using our website to access the bonus. This doesn't look like a coincidence. I'm afraid your complaint will be rejected. I wish I could be of more help.
Best regards,
Peter
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