King Billy Casino (Curacao) - Виграш гравця вилучено.

Hello.

I opened an account in KingBillycasino.com and made deposit in Bitcoin , and then I lost it.

I made another two deposits in Btc and also lost everything, and then I decided to self-exclude myself from that casino.

After a couple of weeks I was looking for online casino again and I found the same I was playing before (KingBillycasino) .

I could not remember my password and login to my old account , and I opened a new one. 

They allow me to open a new account even I put self-exclusion for myself. 

I had no idea that opening another account is against casino rules.

My old account was empty anyway, and blocked.

I made deposit of 0.465 Btc to new account , and I won . I did not take any bonus etc , so my balance was more then 0.85 Btc ( which is around €38,000).

I've got message below:

'Dear Marius,

Unfortunately, your actions are a direct violation of Terms and Conditions of the online casino King Billy.

Your balance has been confiscated.

This is the final decision and it will not be reviewed. '

They closed my second account and confiscated all balance with my deposit. I have no right to cash out my deposit! 

I need an advice if there is any chance for my deposit back.

I feel cheated by this casino, and I need help.

Mariusz W***

Dear Mariusz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what was the reason you have closed your first account? Have you used the same credentials to register your second account? Was your first account successfully verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela.

I closed my first account, because I was losing money. I had problem with gambling, and when I was losing, I could not control it , so that was the way to stop playing (self exclusion).

My second account (that's the last one , I did not open any more) was also on my name. Exactly the same personal data.

This time, I registered my old email address , the rest was the same.

I verified my first and second account by sending a copy of my ID and electricity bill to confirm my home address.

When I try to cash out a small portion of my balance , then they blocked my account and I've got an information that I broke T&C opening duplicate account, so that's why my balance with my deposit was confiscated ( I forwarded all emails from King Billy Casino to: petronela.k@casino.guru).

I have to admit, I did not read casino T&C and I did not know, that opening second account it's prohibited!

First of all, I could not login on my first one and I did not remember my password.

They allowed me to opened second account on the same name , make deposit and play for couple of days .

If I lose my deposit and never try to cash out, I would never know that I broke any casino rules. Moreover that second account probably would be still active, and had option to deposit more money.

If I knew, I can not use my second account, I would never ever make a deposit, but now it's too late , I did it , and they confiscated all my balance.

I feel bad , cheated, hopeless . I know that casino took advantage of their tricky rules!

They could inform me , that I have duplicate account there , and can not use it , but they allow me deposit relatively large sum of money , and then took it, as 'direct violation of Terms and Conditions'.

BTW:

I did not use any of their bonuses , or did not sign up with promotion code etc

I did not claim any of that. I was just playing using my deposit money.

Best regards

Mariusz

Thank you, Mariusz, for your reply and all the relevant communication. Could you please advise how the self-exclusion has been requested? Did you send an email or asked for it through a live chat?

I don't exactly remember if I self-excluded myself on live chat or through they website. I know , that I did not send an email for self-exclusion. I think I used an option on they web.

Thank you very much, Mariusz, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Thank you for your time Petronela!

I'm looking forward to hear from Josef.

Mariusz

Hello Mariusz.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Mariusz.

Since you have clearly breached the casino T&Cs by creating another account and in most of the casinos you would be blocked without any compensation, we consider casino offer as a generous act. I highly recommend you to cooperate since this is the maximum you can get.

Another option would be contacting the authority, but I am convinced that they would also decide in favour of the casino (like in most of the similar cases) and you would lose this opportunity to get at least the deposits.

Dear Jozef & King Billy.

Thank you for your replay Jozef.

I think I don't have any other choice , so I accept the offer.

King Billy : how the refund will be made? ( to my btc address or you gonna reopen my casino account?)

Regards

Mariusz

There is one more thing I want to mention. People working in King Billy casino are not trustworthy. Casino itself has a 'great reputation' on your web (score 9,7), but reality is completely different. They opened my King Billy account for me to withdraw what they offered as a refund €2916 of my deposit which is 0.069 Btc. I had access to my account for a couple of minutes, and I saw that my deposits history was cleared. They did not want me to see how much my deposit was , because I was wrong about it. Everything else like withdrawals history , personal information etc were available. I've checked transaction history on my Coinbase, and actually my deposit to King Billy was exactly 0.59 Btc ( I can provide a screenshot). I mentioned 0.465 Btc as my deposit in my first post here , but the correct number is 0.59 Btc. It has been a more then one year I try to get my money back from this casino, its long time, and I wrote incorrect number of my deposit. My balance was 0.85 Btc , and I tried to cash out (unsuccessfully) 0.465 Btc. My point is King Billy casino representative exactly knew, that I provided wrong number by mistake. I accepted their offer, but I already have enough of these dirty and insidious practices used by this casino. Jozef if you think its fair and generous , that's your opinion.

Dear Mariusz.

The casino team has provided us with relevant evidence sustaining their claims. It is clear that the deposit amount was really 0,465BTC as you have also mentioned multiple times in this case. You have also received the refund. Since you have clearly breached the T&C, got the deposit refund and even tried to provide false information, we close this case as 'solved'.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. Let me know if you have any questions.

Best regards, Jozef