The player struggles to verify his account as the casino is keep requesting new documents. The complaint was closed as the player stopped responding.
On January 25th, 2023 I was able to win 310 euros at said casino. However when I wanted to withdraw they asked for documents even though I am verified. I sent everything and they wanted impossible documents like a Skrill transaction list. I haven't made any transactions with Skrill, so I don't have a transaction list because the money was debited directly from my account. But they don't understand. Then they wanted a screenshot of my Skrill account, which I also sent, and tell me that they want the transaction list again. What shoud that ?! At the same time, the state documents want me to be unemployed. How are you supposed to have government documents for unemployment?! Please help me, this is all just bullying
Hello CrossedKiller,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Regards,
Nick
It's been running since yesterday, but the same thing happened several months ago. Some of my bank statements were approved and not from January, although I have now sent them 3 times. My E Skrill wallet screenshot was not approved, although this was requested after a long discussion. Furthermore, they wanted a Skrill transaction list, which does not exist, since Skrill Support itself said that I had not made any transactions, but that it had been debited directly from my account. At the same time, they want a document stating that I am unemployed and have received help from the state for the last 6 months. I have already told them that I have the documents for the process since I have not received any money and sent them, but they do not accept it. I spoke to the casino several times yesterday about all this, but they don't want to understand!
Hello CrossedKiller,
We usually recommend the players to wait at least 14 days for the verification/re-verification process to be complete. Once you let the casino know about the documents availability, they should offer you a different method to verify the account.
As the process did begun a week ago, definitely give them a week more and cooperate as much as possible.
Please let us know by the end of this week if there's any update regarding your case.