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

Hello,

after I on 6.11. paid out 1200€ at King Billy, I was probably sent the cheekiest email ever.

my payout was canceled and I was asked to fill out a survey.

I have to say in advance that I have been verified for a long time.

Ask where I get my money from and roughly how much I earn.

I filled it out and sent the email.

Now the casino asked for more evidence:

6 month transaction report from my Skrill account, 6 month statement from my bank account and proof from my employer.

that's an incredible cheek, isn't it?

is this legal?

of course, my withdrawal was canceled until I uploaded the requested evidence to King Billy's verification page.

can you tell me something about this or help me. Because I think that it is absolutely illegal and even forbidden.

friendly greetings

Guido

Hallo,

nachdem ich am 6.11.  bei King Billy 1200€ ausgezahlt habe, wurde mir wohl die frechste Email allerZeiten zugesendet.

meine Auszahlung wurde storniert, und ich wurde gebeten eine Umfrage auszufüllen.

Im Vorfeld muss ich sagen, das ich seit langem bereits verifiziert wurde.

Fragen, woher ich mein Geld beziehe und wieviel ich ungefähr verdiene.

ich füllte diese aus und schickte dieEmail ab.

nun verlangte das Casino weitere Belege:

6 monatiger Transaktionsbericht von meinem Skrill Konto, 6 monatige Kontoauszüge von meinem Bankkonto und einen Nachweis von meinem Arbeitgeber.

das ist doch eine unglaubliche Frechheit, oder?

ist dies rechtens?

natürlich wurden mir meine Auszahlung so lange storniert, bis ich die angeforderten Nachweise auf die Verifizierungsseite von King Billy hochgeladen habe.

können Sie mir dazu etwas sagen, oder mir helfen. Denn ich denke, das es absolut illegal und sogar verboten ist.

freundliche Grüsse

Guido 

Dear Primus.011,

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.

The casino seems to be asking for proof of income. The requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply with and follow these policies.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible. 

Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Thank you for your quick response.

Now it is the case that there is sensitive data on my proof of income, such as pension insurance number and how much money I pay to the respective statutory insurance companies such as health insurance.

can I redact this data?

because it's actually forbidden to request this data, isn't it?

I have already sent the full 6 month transaction report from my Skrill account to King Billy.

I didn't see much of a problem there.

can you still answer this question for me?

best regards

Guido G***

hallo,

vielen Dank für Ihre schnelle Antwort.

nun ist es so, das ja auf meinem Einkommensnachweis sensible Daten stehen, wie z.b. Rentenversicherung Nummer und wieviel Geld ich an die jeweiligen gesetzlichen Versicherungen wie z.b. Krankenkasse bezahle.

kann ich diese Daten schwärzen?

denn eigentlich ist es verboten, diese Daten anzufordern, oder nicht?

Ich habe bereits den kompletten 6 monatigen Transaktionsbericht von meinem Skrill- Konto an King Billy geschickt.

da sah ich eher weniger ein Problem.

können Sie mir diese Frage noch beantworten?

freundliche Grüße

Guido G***

Thank you for your reply, Primus.011. I understand your point of view, but as I said, the casino wants to make sure you have enough funds to continue playing.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

Everything has been resolved. The money has been transferred. Many Thanks

best regards

Guido G***

Hallo,

Alles wurde gelöst. Das Geld ist überwiesen worden. Vielen Dank

freundliche Grüße

Guido G***

Awesome news, Primus.011. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.