King Billy Casino (Malta) - Povlačenje igrača je odgođeno.

Ive been trying to make a withdrawal for over a week now, have had the withdrawal canceled about 7 times by the casino, each time asking for more verification info, and each time i give them what they ask for and then apply for withdrawal again just to have then cancel and ask for more information. To make the matter worse their live chat has been down all week and so each time i have to submit questions etc via email which is taking 24 hours each email

I have just received another email asking for photos of the debit cards i used with them...which i have now sent 3 times already

Any help would be greatly appreciated

Thankyou

Dear peachesvk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Have you made any successful withdrawals before? Has the casino indicated what the problem might be with your documents?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina

I have completed Kyc verification with other online casinos before with no problems, and have made withdrawals before. Just in this case they have asked me for the same things 3 times.

As of late last night they emailed me saying all my documents have been verified, am now just waiting to see if they process my withdrawal

Thank you very much for your reply, peachesvk. It seems we are moving forward. Let's wait for a few more days and see. I will keep this complaint opened, so please, let us know if there is anything new. If there is no development within a week, we will intervene.

Dear peachesvk,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.