King Billy Casino (Curacao) - El jugador tiene dificultades para retirar sus ganancias.

I've been playing ing billy for about 2 weeks and I have 295 usd in my account that I won in a single spin at roulette. Now I try to withdraw the money and the casino keeps rejecting the withdrawal, when I have withdrawn before to that address. I've been 3 days and he has rejected my withdrawal 2 times

Llevo jugando unas 2 semanas en ing billy y tengo 295 usd en mi cuenta q gane en un solo tiro en la ruleta. Ahora intento retirar el dinero y el casino me sigue rechazando el retiro, cuando ya he retirado antes a esa direccion. llevo 3 dias y me ha rechazado el retiro 2 veces

Dear Joaquin,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past and completed the mandatory wagering for real money? Have you accumulated your winnings with or without an active bonus?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes, I have already withdrawn about 4 times before to the same address. And I didn't use any bonuses, I didn't have any active bonuses, they were winnings from the money I deposited.

Hola si, ya he retirado antes como unas 4 veces a la misa dirección . Y no use ningún bono, no tenia ningún bono activo fueron ganancias del dinero que deposite .

Thank you, , for your reply. I have checked the general terms and conditions, and this is what I found (here):

"11.6 Deposits made into Your account should be commensurate with intended game play. If there is a suspicion of abuse, (e.g. when a deposited amount is not used for an appropriate level of game play and the player requests a withdrawal in relation to that deposited amount; or where the Company suspects that the Player is abusing exchange rate fluctuations), we reserve the right to cancel the respective deposit(s) in part or in full, to retract any costs that may have resulted in conjunction therewith and to close Your account indefinitely. In such instances, Casino further reserves the right to request and obtain satisfactory proof of deposit and additional copies of personal identification prior to processing any withdrawal request, and the processing of such a request shall be entirely at our discretion."

"13.11 At least a minimum first deposit (EUR 10 / USD 10 / ZAR 50 / NOK 100 / AUD 10 / CAD 10 / NZD 10 / YEN 1000 / INR 500 / 0,0003 BTC / 0,01 ETH / 0.001 BCH / 0.01 LTC / 0.0001 USDT / 43 DOGE) is required before withdrawing any winnings generated from a no deposit bonus/registration bonus. Please, mind, according to 11.16 deposited money should be wagered at least 3 times prior any withdrawal."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry and is usually set by the Licensing Authority. All the serious and licensed casinos have to comply and follow these policies.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Dear Joaquin,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.