King Billy Casino Support and Complaints Thread

His Majesty King Billy rules his Kingdom with grace and wisdom. How does he achieve this? By listening carefully to each and every one of his loyal Citizens! Let’s talk!

King Billy Casino is like no ordinary casino. Located in the land of King Billy where the maidens are fair, the trees are fruitful and the slots are numerous, King Billy is offering to every Citizen a unique playing experience! What else is he offering? A chance to move quickly up the royal ladder and become a Baron, a Duke, a Prince and finally a King himself sitting right next to King Billy! Let’s play! Long live the Kingdom! Long Live King Billy!

Hi KING BILLY CASINO,

Welcome on board. We are glad you have joined our forum. 

Hi King Billy Casino,

Welcome to LCB forum!

Welcome to the forum 

Welcome to LCB:) Thanks for being available to assist our members.

Hi to all members of the forum! My name is Olivia and I am a new representative of King Billy Casino. I will keep in touch with players, affiliates and react rapidly to all requests, feedback, queries etc. with a great pleasure. Hope that I will be helpful and welcomed.

I feel lucky that my career started in Gambling where everything is full of fun and complexity at the same time. The sphere seemed to me as unknown world, I am about to explore:). I joined the best team of King Billy Casino when they were about to launch the project. Again, lucky for me. So I started with Customer Support that gave me a huge background in Gambling and CRM. I am grateful for everything position gave me, especially, I improved my communication skills and established friendly relationships with our players. Later on, with a great experience I’ve got, I felt like I was ready to go on with another side of Casino management - Affiliate Marketing. It is very responsible mission, to get the most trustful affiliates to work with us and create a good image of casino. Now, I am doing my best to learn as much as I can and implement my knowledge at full scale.

Long live the Kingdom! Long Live King Billy!

Hi Olivia, welcome to LCB forum! 

Welcome to LCB forum Olivia! Thank you for being available to assist our members! 

Thank you It is great to be here! 

Thanks a lot for signing up Olivia. 

Welcome Olivia 

Welcome to LCB forum, Olivia!

Welcome Olivia, it's good to have you around. 

Hey, have some trouble with your casino. In the end of summer I started playing here. I had won after my first deposit - 600 EUR, then right after this I had another win. But the casino decided that it was enough for me, so they locked my account and why??? Because i won again.. I had a chat and what they told me was they could close any account they wanted without any explanation… I am really shocked about this...How can you do this to the player????

Sorry to hear about it, CaptainAmerica. 

We're going to notify the casino. Could you please private message me your casino username? 

Dear CaptainAmerica,

King Billy casino has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. According to our T&C, If the player is suspected of fraudulent actions, in your case:

11.1.2. development of strategies aimed at gaining of unfair winnings, Casino reserves the right to suspend or block a player’s account.

Your account did not pass the anti-fraud security check on our platform provider side as fraudulent game activity was detected.

Can you please specify exactly what "development of strategies" means?  I hope you are aware that there is no system that favours players long term, hence such rule would be redundant.

In addition it is only normal that players aim to win at a casino. No one plays to lose, but gaming strategies make no real difference and actually favour the house/ casino long term and should be endorsed by casinos.

Reference about the systems from the famous WizardofOdds : https://wizardofodds.com/gambling/betting-systems/

The fact of fraudulent activity was confirmed by the anti-fraud department of our platform provider so we had enough evidence to close the account of the player.

It is clear that “it is only normal that players aim to win at a casino”, however, King Billy Casino maintains a zero tolerance towards all kinds of gaming strategies aimed at gaining of unfair winnings and we do not encourage our players using any of it.

1. What kind of fraudulent activity exactly? ( due to sensitive info and privacy we would appreciate if you email Milica with evidence of fraud )

2.

As I already explained there is NO strategy or system that favour players. In addition the rule you quote is rather vague and ambiguous, meaning you do not state what exactly this means and how exactly players are gaining what you call "unfair winnings". 

Such rule is not only predatory and unfair, not to mention that can be interpreted any way your casino wishes to ( exactly what you are doing right now ), but it also makes who ever wrote such terms look ridiculous ( pardon my bluntness ), knowing the math behind the odds and house advantage that every casino has over players.

@CaptainAmerica, - we received the evidence from the casino which states that you tried to abuse their bonuses. Unfortunately, there's nothing further we can do for you regarding this matter. We consider this case as resolved. 

In case you are not satisfied with the outcome, you can go and file a complaint to their regulatory body, Curacao. 

I had previously played at King Billy Casino. On August 28 they said my account was verified and sent my withdrawal request.

On October 29 I then won a large amount and asked for my withdrawal. A week later after my withdrawal was not received by me, I looked in my email through all the spam and I saw they sent another email asking a picture of myself holding my picture ID card and a paper with some writing for verification. This was very strange! But since my win was big I took the picture and sent this and then they said they closed my account because I took more than 7 days to send this extra picture! I took 10 days. I sent it only 2 days after I saw their email.

I have never before been asked for such a crazy thing for verification and I only saw their email a few days ago because there is so much junk email in my box from casino and poker websites. Also my account was already verified as they had told me. Then they tell me that there is a term buried in their huge pages of fine print that nobody reads that allows them to confiscate any balance if their strange verification requests are not done in only 7 days!

I am sure the casino puts that term in their website to give them the chance to not pay out winnings. Then they ask weird verification things like pictures holding papers with writings and wait to see if someone misses the very short deadline.

Thanks for sharing your experience with us, eltoro12chile. Casinos sometimes ask for the additional information just to make sure you are the right person etc. Regarding the deadline, let's see if the casino rep can do something about it. They are already informed. Please keep an eye on this topic. 

Thanks for sharing, eltoro12chile!

Your account was closed due to violation of our Terms and Conditions you accepted.

According to T&C, 12.11 Casino reserves the right to use additional procedures and means to verify Your identity. This could include (but is not limited to) a selfie with a document or form of identification.

That what happened in this case as it is a standard procedure in the casinos.

If you fail to provide the requested documents within 7 days after the email notification from the casino staff, your account will be closed. (see FAQ, Withdrawals and 13.14 of Terms)

Since the player hasn’t provided the required documents in the mentioned period of time, his account was closed by the security department and he was notified about this via email.

This is pretty predatory rule. I dont see a reason to have it at all. You should not be enforcing unreasonably low time frame for verificaiton.

Yes, also I was already verified as they told me before!

The amount I won is huge - 18 thousand EUROS. I am sure that is why they are pulling this trick.

They can close my account if they like because I sent their request 2 days after the deadline as long as they pay my money!

And when will you paay my money?

Thank you for your comment, eltoro12chile. As I told before, In certain circumstances casino may have to contact you and ask you to provide further information for your account verification - what we did via email. You failed to provide the requested documents within the mentioned period of time. 

We "are not pulling any tricks". Despite how unfair it might seem to you, we would like to remind you that once  T&C are agreed and accepted, these rules must be followed. 

King Billy Casino prides itself on its integrity record, which can be testified by its satisfied customers.

This is the crazies thing I have ever heard. Imagine if your bank or stock broker could at any time after I had already verified and been a client email for some document and close your account and steal your money after 7 days if you did not even read their email. No honest service that PRIDES ITSELF ON INTEGRITY would ever do this.

When will you pay me?

Thank you for your comment, eltoro12chile!

Once again, I am bringing your attention to the fact that casino has a right to request additional documents to verify your identity. As I mentioned above, despite how unfair this situation might seem to you, I would like to remind you that casino's rules must be followed.

You are welcome to check your email and our 24/7 live chat is always here for you in case you had any questions about your withdrawal.

Your account will remain closed as the decision is final. 

So what you are saying is that basically you are forfeiting their winnings and closing the account due to the 7 days rule you have under your FAQ? We are all aware that it is super easy to miss some of the T&Cs especially having in mind that often you need a lawyer to decipher them....

And do you realize that 7 days is pretty restrictive and not to mention predatory and player unfriendly term? I really do not see any valid reason to have such unfair rule. What if a player gets ill and cant provide documents within specified time frame, just to illustrate one example...?

LCB firmly believes this rule should be removed/modified and you should also begin the process of verification of this user. If their documents are provided and everything is fair and square then you should payout the winnings.

EDIT:

Also I see you have never responded to my post in regards to betting systems.

This statement can be applied to ANY rule of any terms possible.  It seems that you are encouraging players not to read  Terms at all, as it is so easy to miss something. We are not closing player's accounts without any reason, we have T&C which must be followed. 

Casino takes decision on its own discretion about its specific rules.  You are jeopardizing our T&C now as you have enough power to do so.  We cannot take yours or any other opinion as we run our own project and responsible for it.  You can comment  that we  haven't "any valid reason to have such unfair rule" - we think a bit different.

We can not foresee player's sickness as you mentioned, so too many what ifs can happen but does it suppose to mean that certain rules shouldn't be followed?  When you go to the Bank, take a loan, and don't pay in time, what would happen?

If you are referring to this comment, I thought we sorted out this situation. What we considered as unfair gameplay in that case is Delaying any game round in any game, including free spins and bonus features to a later time, when you have no more wagering requirement and/or performing new deposit(s) while having free spin features or bonus features still available in a game, this is prohibited. 

I can answer this because I know. When you go to a bank and take a loan and don't pay on time, you normally get a 2 or 3 week grace period. They issue you notice by email and by courier mail Then they add a penalty. If after months or a year in being in default, they can confiscate your collateral (maybe your car or house for example). There is no bank on the planet that would send one email and if not responded to in a week confiscate your things.

Plus it is you who owes me money, not be owing you. I should be adding penalties to the amount you owe for your delay in paying. It is ridiculous that you could take all my winnings based on one email request for picture when clearly your emails can go to my spam. My email box is filled with spam from gambling websites like poker and casino and sportsbetting.

No bank or any other financial institution or any kind of service that holds money like Western Union for people would ever take their money like this. Nor would any land based casino. Nor any online casino that is honest. 

Well. to be honest I am quite surprised by such a decision...

The casino rep promised they are going to review this case once again and see if they can change anything in their terms and accept the player's documents. We are still waiting. Keep you all posted. 

With all due respect to LCB, we consider this case closed a long time ago since there is a clear violation of our Terms and Conditions stated below:

13.15 In certain circumstances we may have to contact You and ask You to provide further information to us directly in order to complete the Checks. If You do not or cannot provide us with such information then we may suspend or permanently close Your Account. 

FAQ: If you fail to provide the requested documents within 7 days after the email notification from the casino staff, your account will be closed.

Casino takes decision on its own discretion about its specific rules. We cannot take LCB's or any other opinion as a final decision making one. Despite how unfair it might seem to you, we would like to remind you that once T&C are agreed and accepted, these rules must be followed. 

7-days period is more then enough for an honest player to provide requested KYC documents since it doesn't require that much time. In addition, player who wins any amount of money and requests a withdrawal, will not wait 10 days to check the cashout status.

The last but not the least, it seems that LCB is taking player's side and not being neutral (as it supposed to be)  and closes the eyes on the terms we have. Our actions are completely justified by our terms. 

Thanks very much for your feedback Olivia. We appreciate your engagement on the forum. 

We are trying to bring to other brands' attention what player- friendly T&C are. There are lot of good brands out there that are a good example of player - friendly T&C and as well as their satisfied customers. We do not take anybody's side, we are mediators, we listen to both casinos and players. It's your decision, of course, if you want to change your terms or not, we just point out what the disadvantages are and what can be improved in order to create a better relationship between brands and players. As you can see we do not close our eyes. 

It's always a pleasure for me to participate on the forum, MelissaN :) 

I agree with you that there are a lot of good brands out there, however, we DO consider King Billy as one of them, having more then 200.000+ satisfied customers worldwide.

We  always welcome any constructive  feedback about the brand, but there is a big difference between pointing out and imposing yours or any other opinion. 

We look forward to the issue  be resolved in the nearest future. 

Hi LCB,

I'm hoping you can help me:

On 31st Jan I had 3 small cashouts approved by King Billy casino ($70, $100 & $69)

I have since received $70 in my bank account.

I have then been enquiring about the other 2 cashouts but keep getting told 'finance department looking into it & will email you'.

Finally, I was told different and that because of recent changes in legislation my bank would not accept payments from casino & that the 2 amounts total would be returned to my casino balance by end of the day - now I can accept this, even though I find it extremely strange that I have been making withdrawals to this card the last few weeks and one of the three cashouts processed SAME day came through fine and the other 2 didn't? 

It has now been 2 days and still not added to my casino balance.

Today I again contacted live chat support agents and was told: 

'the transaction didn't reach your account due to the bank's restrictions, our financial department trying to resolve the issue. Sorry, the issue is in the competence of our financial department'

Please let me know if you need any other info to hopefully get a response. Support agents have been great however they can only do so much as convey what the finance department is advising.

Thank you in advance!

Hi Marmems1,

Can you please private message me your casino username so that we can ask the casino rep to look into your account? 

Thanks for sending your casino username. We have notified the casino rep of your issue. Keep an eye on this thread for the updates. 

Hi Marmems1, 

Thanks for your post and sharing your experience in King Billy! 

I took a look at your account and I am happy to inform you that your two missing cashouts were added to your player's account, so you are welcome to request new withdrawal, however, you need to use another VISA card since ANZ bank rejects any transactions from our side. 

We are really sorry that happened to you. Chat agents informed you that because of recent changes in legislation your bank would not accept payments from casino. Unfortunately, we cannot influence that :(

Also, please accept my apologies for the delay, but usually all financial questions are resolved within couple of days. We are doing everything to speed up the process. 

I hope you will not face any other troubles at King Billy and your experience in the Kingdom will be the best! 

Not long since my previous issue above at King Billy was resolved, and I am now again in a situation I'm hoping LCB are willing to assist me with.

Some time ago I tried to add a new card for depositing at king Billy, however, the system message I was getting was 'too many registered cards' so I was advised by chat support agent to deposit with new card using USD - which I did. 

No problems depositing of course, now finally I want to cashout however this card does not accept casino withdrawal (and this is clearly documented above)

The only card I own from a bank which h accepts casino cashouts is only showing for cashouts when I select.

I requested assistance from support agent 'David' but he was being sarcastic, rude and treating me like an idiot.

All i ask is that king Billy casino allow me the option to cashout USD winnings to my card (which has been used to deposit and is verified by casino) 

This is the only option I have as my other cards are on list of banks which casino website clearly states do not accept cashouts.

Look forward to hearing from you & appreciate your assistance resolving this as I was willing to give the casino a second chance after my previous experience a few weeks ago.

Hi Marmems1,

Sorry to hear that. We have notified the Casino Rep of your case. Keep an eye on this thread for the updates. 

Thanks so much for that Tania, I'm very grateful. Hopefully they respond soon, thanks again. X 

Hey Marmems1, 

Sorry to hear that you had some difficulties regarding your withdrawal again.

I want to stress out that we cannot influence changes in legislation :(

You were provided with an email earlier by support with the list of banks which do not accept payments from casinos (your USD bank card is on the list too).

I do want to apologize to you about this situation. I know that it may seem to you as unfair or not right. I encourage you to be a little bit patient as not all financial questions are being resolved very quickly.

The only solution I can suggest you for future is to use cards not mentioned in the email from support or use bank transfer option.

We have our wonderful support that is doing their best to provide you with an excellent service. Sorry to hear that you faced some problems with them, I am sure it will not happen in future.

Thanks for sharing your experience in King Billy too :)

Tania thanks for trying. As per reply above, and an email I received I had no option but to play my winnings out obviously to lose all.

I find it quite frustrating that the only reason I deposited in USD in the first place was based on casino support agent advising me to do so if I wanted to use another card, so i would have to disagree with casino's comments above - your agents are definitely not trying their best provide excellent service, they're trying to do the least amount of work which end up disadvantaging players. 

Thats' the second time you have now 'guaranteed wont happen in the future' and to be honest I think the only way I can guarantee I dont face this in the future is by not depositing at King Billy.

And for your record, I provided YOU with an email which was a link and screenshot of page on your site with the list of banks not accepting cashouts. I tried to clarify this because your agent requested I cashout to a card mentioned on the list when I knew very well that it wouldn't be accepted by the bank.

Marmems1, thank you for your comments. 

First of all, I would like to stress out  that nobody made you play down your balance.

I asked our Head of Support to check all chats with you trying to find who advised you to use USD card and unfortunately I failed to find such info. If you can help me with that, it would be great. 

I hope you agree when I say that it is just a misunderstanding. If you decide to stop playing in King Billy, it is your decision. However, I found so many chats where our support team was very helpful and friendly, so maybe you will reconsider and will not leave the Kingdom.

Pretty good casino, opened it for myself not so long ago.
Pleases bonuses on deposit, quick verification and withdrawal of funds.