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

Hello, I tried to pay out 201 euros on 08/09/2022 in the casino mentioned above. Only the verification is problematic. They don't want to verify me because I paid via skrill and I'm supposed to show a screenshot of a transaction. I have sent several screenshots through my bank showing that I have deposited with it. However, they want to see a deposit via Skrill. However, Skrill does not offer any transaction lists, so it is not possible. I explained it to them, but they don't understand. I have sent several bank screenshots with all important transactions and information, but they do not verify me!

Hallo, ich habe versucht am 09.08.2022 in dem oben genannten Casino 201 Euro auszuzahlen. Problematisch ist nur die Verifkation. Die wollen mich nicht verifizieren, da ich über skrill bezahlt habe und ich eine transaktion per Screenshot zeigen soll. Ich habe über meine Bank mehrere Screenshots geschickt, welche zeigen, dass ich damit eingezahlt habe. Jedoch wollen sie eine Einzahlung über Skrill sehen. Skrill bietet aber keine Transaktionslisten an, sodass es nicht geht. Ich habe denen das erklärt, jedoch verstehen sie das nicht. Ich habe mehrere bankscreenshots gesendet mit allen wichtigen Transaktionen und Informationen, aber die verifizieren mich nicht!

Dear CrossedKiller,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

I have already sent all other documents and they have also been verified. Proof of deposit is the only thing that doesn't work, although I've sent several screenshots of my bank's transactions with my name on them, as well as a bank statement from my bank with my name and address on it. Shouldn't that be enough?

Ich habe alle anderen Dokumente schon geschickt und die wurden auch verifiziert. Der Einzahlungsnachweis ist das einzige was nicht geht, obwohl ich mehrere Screenshots von den Transaktionen meiner Bank mit meinem Namen drauf gesendet habe, sowie ein Kontoauszug meiner Bank, wo mein Name und Adresse draufsteht. Das sollte doch ausreichen oder nicht?

Thank you very much, CrossedKiller, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi CrossedKiller,

I've just reviewed your case and am sorry to hear that you have to deal with such issues. I'll try to help you by contacting the casino.

Dear King Billy Casino (Malta), I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's case? Are there any possible solutions to the problem since the player's other documents have already been verified?

Hope to hear from you soon.

Kind regards,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi CrossedKiller,

We haven't received any response from the casino for 2 weeks, so as per our policy, we cannot continue investigating your case since there're not really many options to proceed with the case without cooperation from the casino's side. I'm very sorry that we were not able to help you with your case.

I'm forced to close this complaint as unresolved, but the casino can request to reopen it anytime.

Dear CrossedKiller, I hope you won't come across any problem like this again.

Regards,

Natalia

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear CrossedKiller,

We are sorry for the current situation and apologize for the inconvenience!

We would like to notify you that your account has been verified.

You can deposit, play and withdraw your winnings!

The King Billy Team

Dear CrossedKiller,

please, could you confirm that your issue has been resolved?

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