King Billy Casino (Malta) - El jugador tiene problemas para completar la verificación de la cuenta.

I have already uploaded all documents, are constantly rejected. And after discussions, the same documents are required again. After uploading, however, immediately rejected again. Find this a complete rip off. In this regard, I will contact the regulatory authority and report fraud and embezzlement as well as concealment. I've been trying it for 2 weeks now. Just stalling and kidding. The money was legally won, however, it is being fraudulently withheld and not paid out.

ich habe bereits alle Dokumente hochgeladen, werden ständig abgelehnt. Und nach Gesprächen werden wieder gleiche Dokumente gefordert. Nach dem hochladen jedoch sofort wieder abgelehnt. Finde dies eine reine Abzocke. Werde diesbezüglich Kontakt mit der Regulierungsbehörde aufnehmen sowie Anzeige erstatten wegen Betrug und Unterschlagung sowie Verschleierung. Habe es nun seit 2 Wochen im guten versucht. Nur hinhalterei und verarsche. Das Geld wurde rechtens gewonnen,jedoch wird es betrügerisch einbehalten und nicht ausgezahlt.

Dear Mike1MB,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Today a nice agent from the kingbilly casino stood by my side in a factual and professional manner. So that I knew what to do. Have now uploaded the correct document. I was promised that everything is fine and that the payment will be made promptly after the examination.

heute hat mir eine nette Agentin sachlich sowie fachlich zur Seite gestanden vom kingbilly casino. So das ich wusste was zu tun ist. Habe nun das richtige Schriftstück hochgeladen. Mir wurde zugesagt das alles bestens ist und die Zahlung zeitnah nach der Prüfung getätigt wird.

Thank you very much, Mike1MB, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Hello Mike1MB,

Have there been any developments since our last conversation, please? 

Dear Mike1MB,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.