King Billy casino 3x wagering requirement for withdrawal without bonus

Rs.Kingbilly

Accredited Casino Representative
Joined
Jun 20, 2017
Location
Ukraine
Playing with words?

The following is what you wrote to me:
Monday at 5:48 PM

Here is the reply from our Head of CS:
we used to cashout him and he was verified - that is 100% true.
The issue is - player has removed some of his documents that were verified from his profile.
that is why all KYC process - has to be done from the scratch.
When Cashout is rejected - player received an auto email with the reason+ explanation.
What to do - Upload requested docs:
- Proof of identity: photo of passport or ID card (front and back in color)




Ruslan Legenzov, Head of Affiliates@King Billy Affiliates
Accredited Casino:

Did you not say it was I who removed the docs and that the kyc has to be done from scratch. You can argue as you like that you werent lying but basically now you denied a cadhout because you nnow do not accept a scanned id card. I notice you denied my cashout again. I am not going to be coerced into providing a photo of my ID when I am not in the wrong. I have my principles. I was verified, you changed your policy and denied a perfectly legitimate cashout.
Dear Chuchu,

I want to shed again more light to the case.
We have recently noticed that one of the KYC docs has been recently removed. That was the reason we kindly asked you about uploading a photo of missing document. But due to your personal principles, you didn't want to provide it. That's why we were stuck at this point.
We don't want to heat up the situation, and we suggest to make another withdrawal request that will be approved asap.
 
King Billy is reviewed at Casinomeister

Rs.Kingbilly

Accredited Casino Representative
Joined
Jun 20, 2017
Location
Ukraine
An update: To tie in with their story, I logged into the casino and discovered that the verification docs had just been removed from my profile. They were still there a day or so ago. This type of rogue behaviour is not what I expect from an accredited casino. With such dishonesty maybe its time for a PAB though I dont want to overburden Max.
Hi Chuchu,

An update: we haven't deleted any document, as we have no opportunity to do so. Our CSR's have only 3 options for the documents check: "seen", "comment" and "approved".

Please, check from you side, you might have deleted the documents yourself by mistake.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Looking at the language barrier here - would it be fair to say that you removed the documents as they no longer met your requirements, and as such the player is required to provide new ones?

So this is a translation issue, rather than deliberately misleading?
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
So both are saying the other party is responsible for removing the document(s) in question.

Just an observation, but is it not weird that the player can delete previously uploaded&approved documents, but CS can not?
I just checked 3 random sites i have accounts on (vs, unibet, betsson) and i cant delete approved documents from any of them.
Which kind of makes sense, why would there ever be a reason to delete a document thats been approved.
 

Rs.Kingbilly

Accredited Casino Representative
Joined
Jun 20, 2017
Location
Ukraine
Looking at the language barrier here - would it be fair to say that you removed the documents as they no longer met your requirements, and as such the player is required to provide new ones?

So this is a translation issue, rather than deliberately misleading?
Dear Danofthewibble,

I don't see any language barrier between Us. The documents cannot be removed by Us even we really want to. I have described 3 options available for CSR's. There is no "delete" option available. - I repeat it again.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Dear Danofthewibble,

I don't see any language barrier between Us. The documents cannot be removed by Us even we really want to. I have described 3 options available for CSR's. There is no "delete" option available. - I repeat it again.
But as others have said. Not sure of your site but any other site I cannot just remove approved documents.

Why would an option even be available for a player to remove documents that are verified and approved.
 

Rs.Kingbilly

Accredited Casino Representative
Joined
Jun 20, 2017
Location
Ukraine
So both are saying the other party is responsible for removing the document(s) in question.

Just an observation, but is it not weird that the player can delete previously uploaded&approved documents, but CS can not?
I just checked 3 random sites i have accounts on (vs, unibet, betsson) and i cant delete approved documents from any of them.
Which kind of makes sense, why would there ever be a reason to delete a document thats been approved.
Dear Kroffe,

There is nothing weird here, our system saves all ever uploaded documents and we cannot remove them. Only players are solely responsible for the documents upload. If we are missing any document, we just leave comment for a player what doc is required and wait before a player uploads it.
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
Dear Kroffe,

There is nothing weird here, our system saves all ever uploaded documents and we cannot remove them. Only players are solely responsible for the documents upload. If we are missing any document, we just leave comment for a player what doc is required and wait before a player uploads it.
Yes i understand that, but i dont understand why a player is able to remove a previously uploaded&approved document.
Because that is what you are saying has happened here, right?

I have no idea if the document was removed by the casino or by chu and im not trying to blame either side, i just thought it was a bit weird that the player is even able to remove a document that has been approved. No other site i have checked gives me that option for my uploaded documents.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
So both are saying the other party is responsible for removing the document(s) in question.

Just an observation, but is it not weird that the player can delete previously uploaded&approved documents, but CS can not?
I just checked 3 random sites i have accounts on (vs, unibet, betsson) and i cant delete approved documents from any of them.
Which kind of makes sense, why would there ever be a reason to delete a document thats been approved.

From personal experience, (not with casinos) KYC documentation is kept safe and secure once approved, to limit breaches of data protection and also to protect records, be efficient - the list goes on.

I have to agree it's a very strange casino/business that allows documents to be removed following KYC verification. How they would pass an audit I don't know.
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
From personal experience, (not with casinos) KYC documentation is kept safe and secure once approved, to limit breaches of data protection and also to protect records, be efficient - the list goes on.

I have to agree it's a very strange casino/business that allows documents to be removed following KYC verification. How they would pass an audit I don't know.
You might want to invest in a cyber security consultant if that's the case: Player has access to Casino Server :laugh:

Worried about the warrant for your arrest? Just access the Police's site and remove it :p

Wonder does that mean they have access to the RTP lever to ramp it up?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Dear Kroffe,

There is nothing weird here, our system saves all ever uploaded documents and we cannot remove them. Only players are solely responsible for the documents upload. If we are missing any document, we just leave comment for a player what doc is required and wait before a player uploads it.
Sorry, that makes no sense. The casino can't remove the documents, but players can?
Surely you have to keep the data supplied under various legislation, so even if a player can delete it, then you must still have a copy?
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
Sorry, that makes no sense. The casino can't remove the documents, but players can?
Surely you have to keep the data supplied under various legislation, so even if a player can delete it, then you must still have a copy?
I think this is unique to casinos operating on the Dama / Softswiss back end. I don't think I have seen it on any other casino platform. I confirm that you can remove documents - not sure why would this be enabled for players though?

If players delete it - then their storage is not secure and all the hogwash that gets spun concerning KYC and AML by the platform is just that - Hogwash. "Oh we had the players ID - ummm... but they deleted it and we don't have a copy" - Surely this can't be true?

Nate
 

Rs.Kingbilly

Accredited Casino Representative
Joined
Jun 20, 2017
Location
Ukraine
I think this is unique to casinos operating on the Dama / Softswiss back end. I don't think I have seen it on any other casino platform. I confirm that you can remove documents - not sure why would this be enabled for players though?

If players delete it - then their storage is not secure and all the hogwash that gets spun concerning KYC and AML by the platform is just that - Hogwash. "Oh we had the players ID - ummm... but they deleted it and we don't have a copy" - Surely this can't be true?

Nate
Hi Nate and all community of the CM Forum,

Let me clarify here.
When a player delete any of the document in the backend, it doesn't mean that it is deleted once and for all. A deleted documents is stored on the platform servers and available for Us based on our Privacy Policy (Clause 8: Data Retention) within 5 years at least.
"You are to note that due to anti-money laundering regulations in licensed gaming jurisdictions in the European Union, we are obliged to retain personal data of players submitted during registration and any data passed on during the operative period of a Player Account for a minimum of five years from last player transaction or account closure..."
The platform SoftSwiss is being audited on a regular basis and comply with all terms and requirements of the Regulator.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
Completely believable reply that one, in my humble opinion.

Phew, we got there in the end, or did we? So the client is verified on your records but not on their personal doc uploadable area in their profile or account page?

So confused, hopefully, you can assist them on their smooth and seamless journey to KYC approval and get their withdrawal.
 
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