King Billy Casino (Curacao) - Hráč byl obviněn z otevření více účtů.

I received a no deposit bonus from the casino. I deposited 10€ to withdraw 100€. After withdrawing 100€, I completed the conversion of their 100% bonus with the 10€ I deposited and gave two withdrawal requests, 150€ and 100€. He said that my account was a multiple account and closed my account by confiscating my earnings.

Dear atilamert,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you completed the KYC account verification successfully already?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Someone from my family has not opened an account, I do not know if one of my neighbors has opened an account. I use VPN because internet service provider in Turkey blocks access to casino sites. Nobody used my device and email address to open account from casino. I have completed the KYC account verification, I have withdrawn money from the casino before.

Thank you very much, atilamert, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello atilamert,

I will assist you with the complaint from now on. I would like to ask the representatives of King Billy Casino to join the conversation and help us resolve the issue.

King Billy Casino,

Could you explain why the atilamert's account was considered a duplicate?

Dear atilamert and the Casino Guru Team,

We would like to point out, that the user was accused of duplicate account usage due to the following facts:

-The system has detected a lot of matches in devices that were used by him and a group of other specific players;

-The user was using VPN to bypass the IP crossing between him and a group of other specific players;

-Players with duplicates used the same e-mail domains for account creation;

-The player was partaking in the playing activity, which corresponded to the player activity with a group of other specific players (1.15 In case Casino suspects that a Player has committed bonus abuse, either on his own or in association with some partners, Casino reserves the right to forfeit the bonus allocated to the Player at its discretion. Bonus abuses will result in the closure of the relevant Player’s account. The casino reserves the right to withhold cash-ins and/or confiscate all winnings of the Player).

In correspondence with it and the investigation of our security team, the rule violation was confirmed and corresponded to point of T&C 11.1.1 (participating in any type of collusion with other players), which has led to the balance deduction and account closure.

The King Billy Team

hello,

-Does the system that does not give a warning when I withdraw my No deposit bonus earnings, gives a warning when I withdraw my deposited money?

-There is no clause in your rules that the use of VPN is prohibited. (Turkey ISP is blocking connection to sites.

)

-I own the protonmail domain and many people have this domain, it's not a private domain.

-you have confirmed the violation of the rule, can you present the correspondence?

You are accusing the wrong person, I did not take the actions you mentioned.

Hello all,

I apologize for the late reply.

King Billy Casino,

Could you explain in more detail what you mean by:

The system has detected a lot of matches in devices that were used by him and a group of other specific players

The player was partaking in the playing activity, which corresponded to the player activity with a group of other specific players

Could you send more specific information supporting your claims to tomas@casino.guru?

Dear Casino Guru Team,

Unfortunately, we cannot provide information on how our system works due to security reasons, but all evidence will be sent to tomas@casino.guru

The King Billy Team

Hello atilamert,

Sorry it took this long, but the casino representative informed me they will be contacting you in the matter. Let me know about any further progress on the issue. Much appreciated!

Dear atilamert,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

hello

they contacted me for verification. It didn't work in our first attempt, since I can't speak English, I think they will now ask questions by writing.

I'll keep you posted if there's any progress.

Good work

Hello atilamert,

thanks for letting us know. Keep us updated about any development.

Hello,

King Billly made my payment after verification. Thank you to them, the casino.guru staff and also Tomas.

I realized later that 230 € had been deposited while 250 € should have been deposited.

Hello atilamert,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.