King Billy Casino (Curacao) - Das Spielerkonto wurde geschlossen und die Auszahlung verzögert.

Deposited successfully and played for a period of time - when I went to make a withdrawal - after completing all of the onerous wagering requirements, I was met with road block after roadblock. I was promised multiple times that on supply of KYC documentation - which gradually became more and more onerous and almost like a delaying tactic - that my withdrawal would be released. Then, without warning my account was disabled with no email to advise of any reason. On subsequent chat with support they advised that it was an administrative decision - which I am totally fine with, and in the next breath said my withdrawal would be processed after further checks. When questioned as to whether I will receive my deposit back if they are excluding my account, the chat was closed.

I totally understand that an account can be closed at their discretion - despite their track record of allowing losing players from restricted countries that can be seen through the complaint history here - however to note even consider providing the deposited amount back is criminal to me.

Due to the disabling of my account I do not have full access to the chat history and only have sporadic information available to me unfortunately.

Dear douglegend,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with King Billy Casino (Curacao). Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you create an account and when exactly did it get closed?
• What amount of money did you have on your balance at the moment when your account got blocked?  
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?  

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear douglegend,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru