King Billy Casino (Curacao) - La cuenta del jugador ha sido gestionada incorrectamente.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with King Billy Casino

Please note the casino is not licensed in Germany and therefore won't participate in self-exclusion schemes of your home country. We believe, however, every online casino needs to provide a mechanism of self-exclusion to players suffering from gambling issues. If you feel you are in need of protection from further gambling, we strongly recommend you request a self-exclusion due to gambling issues in every online casino where you have an open account.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino of your gambling issues at any point in the past?
• Have you unsubscribed from the casino marketing communication? (ads, newsletters)
• Is your player's account closed? When was it closed?
• If there is any evidence to support your complaint, feel free to submit it here or to my email address tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

​"Hello Tomas,

​I have just sent all the evidence regarding King Billy Casino to your email address (tomas@casino.guru). The files include my full transaction history and login sessions (CSV files).

​As I mentioned, I have been officially registered in the German national OASIS self-exclusion system since January 2023. Despite this, the casino allowed me to register, deposit, and play from Germany, which is a clear violation of player protection rules.

​I want to be very clear: if we cannot reach an amicable solution here to recover my losses, I have already started the official legal procedures with a specialized law firm in Germany (AKH-H Rechtsanwälte) to reclaim my money through the court.

​Thank you for your assistance and I look forward to your update after you review the files.

​Best regards,

Thanks for your reply and sharing your point of view.

I went over the evidence you shared.

After careful consideration, we are not in a position to assist you with a refund. In offshore online casinos, the national OASIS scheme isn't applicable. To expect player protection, you must request a self-exclusion due to gambling problems.

Since no disclosure of gambling issues was found in the evidence provided, there is little we can accomplish going forward.

If you have other accounts open in online casinos not covered by OASIS, we recommend that you request a self-exclusion due to gambling issues, unsubscribe from the marketing communication, and use other tools to limit exposure to gambling websites, such as those recommended in our responsible gambling guide

https://casino.guru/responsible-gambling-guide

https://casino.guru/responsible-gambling-guide/responsible-gambling#apps-and-tools

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings King Billy Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Kindly confirm that your account in the casino was closed after you disclosed your gambling issues to the casino or earlier.

Looking forward to your reply.

Dear costelonisoru.92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru