King Billy Casino (Curacao) - El pago del jugador se retrasó debido a un problema técnico.

For 8 days there has been a delay and they claim there is a technical issue. Since the 21.04 the payout has been in progress, I'm not receiving it in my bank account and can't even cancel it.

Wurde Seit 8 Tage verzögert und sie behaupten dass es eine technische Problem gibt. Es ist seit dem 21.04 die Auszahlung in Progress ich bekomme es nicht auf Bankkonto ich kann es nicht stornieren auch.

Dear jaafarmustafa32,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Weeks is normal? I don't think so.

It said that processing would take up to 5 days and today is the 8th day. My account has long been fully verified. After this withdrawal I requested another withdrawal and the money was in my account after one day. I had the same problem with another Dama nv casino and it took 20 days for them to refund the money to my casino account.

Thanks

Best regards

Wochen ist normal? Glaube ich nicht.

es hat geheißen dass die Bearbeitung bis zu 5 Tage braucht und heute ist der 8 Tag. Mein Konto ist schon längst vollständig verifiziert. Nach dieser Auszahlung hatte eine andere Auszahlung anfragen und das Geld ist nach einem Tag an meinem Konto eingegangen. Ich hatte das selbe Problem mit einem anderen Dama nv Casino und es hat 20 Tage gedauert bis sie das Geld an meinem Casino Konto zurückerstattet haben.

danke

mit freundlichen Grüßen

Hello,

It's been almost 14 days because tomorrow is the weekend and no money will arrive. I've already uploaded the bank statements twice and I still have to wait, wait

Hallo,

es ist schon knapp 14 Tage weil morgen Wochenende ist und wird sicher kein Geld ankommen. Ich habe bereits 2 mal die Kontoauszüge hochgeladen und es heißt immer noch warten warten

Thank you very much, jaafarmustafa32, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jaafarmustafa32, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite King Billy Casino (Curacao) representative to join this conversation. 

Dear King Billy Casino (Curacao), could you please provide more information about this case? 

Looking forward to your reply.

Hello Katrina,

the other withdrawals, even those that were made later, have already arrived. The problem is that I've been hearing this myself for 15 days and no one is taking care of my problem. They just say wait, wait! It's not such a large withdrawal amount but this shows me respect and appreciation when they reacted to my problem quickly. I uploaded my bank statements three times and they say wait, wait, we're investigating your case, 16 days are not enough. The money hasn't arrived, either refund it to the casino account or have it transferred.

Thanks

Lg

Hallo Katrina,

die andere Auszahlungen sogar die nachher getätigt wurden sind schon angekommen. Das Problem ich höre das selber seit 15 Tagen und keiner kümmert sich um mein Anliegen. Es heißt nur Warten Warten! Es ist nicht so eine große Auszahlungssumme aber dies zeigt mir Respekt und wertgeschätzt wenn sich schnell um mein Problem reagiert haben. Ich habe meine Kontoauszüge 3 mal hochgeladen es heißt warten warten wir untersuchen deinen Fall sind 16 Tage nicht genug. Geld ist nicht angekommen entweder zurückerstatten an Casino Konto oder überweisen lassen.

danke

Lg

Dear jaafarmustafa32,

thank you for the update. We will now wait for King Billy casino to reply to this complaint.

The payout was finally cancelled today and the money refunded. I have requested a new payout so the case is already closed

Thanks

Die Auszahlung wurde endlich heute storniert und das Geld zurückerstattet. Ich habe neue Auszahlung beantragt somit ist der Fall schon erledigt

danke

Thank you, jaafarmustafa32, for the update and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.