King Billy Casino (Curacao) - Spillerens tilbagetrækning er forsinket.

I verified my first deposit with my old address and PDF statement, and updated my address, but that's still not enough for them. Now I'm supposed to send the new deposit from April 1st as a PDF monthly statement, which I won't receive until the end of the month. Every other casino before me has caused no problems with the most recent PDF and screenshot of the transaction, but they won't accept it. I don't seriously have to wait until the end of the month, like they're telling me?! I hope you can help me. Above all, I was already 100% verified there and made a withdrawal, but it was removed from the transaction history.

Ich habe meine erste Einzahlung mit alter Adresse und PDF Statement nachgewiesen und meine Adresse aktualisiert verifiziert aber das ist denen immer noch nicht genug. Jetzt soll ich aber die neue Einzahlung vom ersten April als PDF Monatskontoauszug senden den ich erst Ende des Monats erhalte. Jedes andere Casino zuvor hat mit aktuellster PDF und Screenshot der Transaktion kein wenig Probleme verursacht aber die nehmen diesen nicht an. Muss doch nicht ernsthaft bis Ende des Monats warten wie die mir sagen wollen?! Hoffe Sie können mir helfen, vor allem war ich dort schon zu 100% verifiziert und habe ausgezahlt aber das wurde vom Transaktionsverlauf entfernt.

Dear harryfischer110182,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your most recent deposit seems to be the only issue?
• Have you provided any other documents and have they all been approved?

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,

Kristina

Dear harryfischer110182,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.