King Billy casino 3x wagering requirement for withdrawal without bonus

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
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.
 
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?
 
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.
 
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.
 
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.
 
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.
 
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.
 
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.
 
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?
 
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?
 
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
 
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.
 
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.
 
I have no issue with wagering 3x on deposits because its in their rules but recently they lifted it a notch higher by having the player complete wagering requirements on lost deposits. I made a $211 deposit when my balance was 0, wagered more than 700 and they claimed I still had $695 left to wager. I explained to them that my previous deposits were zeroed out and the wagering should be calculated on my last deposit only. They ignored what I said and kept repeating that I had to wager the deposit 3 times. Even if I dont take into account my wagers of more than $700 it is impossible for there to be $695 on a $211 deposit which should be $622. They reversed my cashout 4 times and keep repeating the same words like a broken record.

I have pm'ed the rep. Hope he looks into it and also instructs the support staff to issue me an apology.
 
I have no issue with wagering 3x on deposits because its in their rules but recently they lifted it a notch higher by having the player complete wagering requirements on lost deposits. I made a $211 deposit when my balance was 0, wagered more than 700 and they claimed I still had $695 left to wager. I explained to them that my previous deposits were zeroed out and the wagering should be calculated on my last deposit only. They ignored what I said and kept repeating that I had to wager the deposit 3 times. Even if I dont take into account my wagers of more than $700 it is impossible for there to be $695 on a $211 deposit which should be $622. They reversed my cashout 4 times and keep repeating the same words like a broken record.

I have pm'ed the rep. Hope he looks into it and also instructs the support staff to issue me an apology.
Hi Chuchu59,

Thank you for your feedback!
Let's me look into it and I will get back to you asap.
 
Wow low RTP slots are already a kick in the balls to the player, x3 on your own money is like another kick in the balls, perhaps you could rebrand as Sting Silly or maybe Four King Silly, as that would be more in line with your ethos. :D
 
Hi Chuchu59,

Thank you for your feedback!
Let's me look into it and I will get back to you asap.
So now they decline my request again - this time saying I need to send in a selfie holding my id card and a note 'hello king billy'. I asked support and told them I just sdent in my selfie on 21/8 which is just 3 weeks ago but the staff told me its different because this time they want the 'note' as well. How ridiculous is that? I am afraid Kingbilly is now arbitrarily declining cashouts based on nonsensical reasons.
 
king
Hi Chuchu59,

Thank you for your feedback!
Let's me look into it and I will get back to you asap.

if thats the case, then your casino needs to be rogued
I have no issue with wagering 3x on deposits because its in their rules but recently they lifted it a notch higher by having the player complete wagering requirements on lost deposits. I made a $211 deposit when my balance was 0, wagered more than 700 and they claimed I still had $695 left to wager. I explained to them that my previous deposits were zeroed out and the wagering should be calculated on my last deposit only. They ignored what I said and kept repeating that I had to wager the deposit 3 times. Even if I dont take into account my wagers of more than $700 it is impossible for there to be $695 on a $211 deposit which should be $622. They reversed my cashout 4 times and keep repeating the same words like a broken record.

I have pm'ed the rep. Hope he looks into it and also instructs the support staff to issue me an apology.


And the 3x withdrawal is player abuse....charge transaction fees on withdrawal and back to same payment method used for deposit

Representative explanation makes it look like a scam

To the players reading this, remember how many casinos have done a runner with money
 
Dear Bunbu,

If you are so smart or try to be the one, you are welcome to open your casino project and operate without any wagering requirements for deposits.
And, then we will see you comments afterwards...
Sitting upright in the armchair and bullshitting on the forum - it is another part of the story.


Whats with the Smarmy attitude

Is this the level of customer service training your employers give you?

This is like the same reaction telephone fraudsters give when they get called out...


Why is this casino not given a WARNING when its representatives are throwing around attitude?

weve all seen where this leads....
 
I gave this casino plenty of opportunities including contacting their support, talking with their vip manager and the forum rep thru pms. In the past 3 weeks alone, they had my cashouts arbitrarily declined :
1/ On 21/8 they reversed my cashout and when I contacted support they claimed they had sent me a mail requesting a selfie of me holding my id card. Done and cashout finally approved. $1.2k


2/On 12/9 they declined a cashout of $600 claiming I hadnt met 3x wagering. I was sure this was met and presented them with the calculations yet they insisted I atill had to wager another $695 and at least we had a dozen or so email exchanges. like a broken recorder they reiterated i had to wager 3x my deposit and that i still need to wager another $695. my deposit amount was $211 and when i told them this they shifted by saying i had to complete wagering on previous lost deposits as well. I wouldnt budge an finally they relented and approved my cashout with an excuse that their system had wrongly calculated my wagering.


3/On 15 Sept, I deposited 1k, completed wagering and requested a cashout of 2k. Cashout again reversed and on contacting support they said i need to upload a selfie holding an id card and a note 'hello king billy'. I said i had done this on 21/8 only to be rebuked by support saying its different because they want a note this time.

I had pm]ed the forum rep twice and he ex[pressed that since various cashouts had been processed in the weeks before he couldnt understandd what this is all about. The 2k amount is pending in the cashier so I am at a loss as to why the rep seems to be completely ignorant of the situation. It is evident that they do not wish to pay out once the cashout amounts exceed $500. Meanwhile, at this moment I havent been paid my 2k though I gave their support and forum rep many tomes to make good. If I dont get the money early next week I shall PAB.
 
3/On 15 Sept, I deposited 1k, completed wagering and requested a cashout of 2k. Cashout again reversed and on contacting support they said i need to upload a selfie holding an id card and a note 'hello king billy'. I said i had done this on 21/8 only to be rebuked by support saying its different because they want a note this time.
this is ridicolous.
I can not play at this casino, but having read this, if and when in future I could be in position to play there, I'll avoid KingBilly.
Adiòs kingbilly.
 
After all the nonsense I just received this from kingbilly>
From: Vita Vacaresco <vita@kingbillycasino.com>
Sent: Sunday, September 18, 2022 5:10 PM
To:
Subject:Re: ?Your Account at King Billy?

Hi Paul!

I do sincerely apologize for the delay with a reply. Hope you are well 🌼

Paul, please, let me inform you that currently, your account is on the additional Game Provider's check.
Do not worry, it's a standard procedure for our players.
As soon as your account and winnings will be checked, we will reply to you via email (it may take up to 5 business days)

Please, let me offer you 30 Free Spins on any VIP game for your waiting!
The Bonus will be added instantly by your request via live chat.

Let me know if you have any questions.
Thanks for your patience, understanding and cooperation 🌸

Obviously this is a stalling tactic from them. My account is verified and they asked for my selfie twice in the space of 3 weeks and when they dont have a proper explanation they now say they place my account on the game provider\s check. It wouldnt be so bad if they hadnt been declining my cashouts several times in the past few weeks using different exuses eg. verification, wagering system malfunction etc. This casino is now not worthy of accreditation status. I shall PAB tomorrow

I
 
After all the nonsense I just received this from kingbilly>
From: Vita Vacaresco <vita@kingbillycasino.com>
Sent: Sunday, September 18, 2022 5:10 PM
To:
Subject:Re: ?Your Account at King Billy?

Hi Paul!

I do sincerely apologize for the delay with a reply. Hope you are well 🌼

Paul, please, let me inform you that currently, your account is on the additional Game Provider's check.
Do not worry, it's a standard procedure for our players.
As soon as your account and winnings will be checked, we will reply to you via email (it may take up to 5 business days)

Please, let me offer you 30 Free Spins on any VIP game for your waiting!
The Bonus will be added instantly by your request via live chat.

Let me know if you have any questions.
Thanks for your patience, understanding and cooperation 🌸

Obviously this is a stalling tactic from them. My account is verified and they asked for my selfie twice in the space of 3 weeks and when they dont have a proper explanation they now say they place my account on the game provider\s check. It wouldnt be so bad if they hadnt been declining my cashouts several times in the past few weeks using different exuses eg. verification, wagering system malfunction etc. This casino is now not worthy of accreditation status. I shall PAB tomorrow

I
That's absolute nonsense. Stalling tactic IMPO.

@Rs.Kingbilly can you explain all the stalling and additonal unnecessary checks you are subjecting this player to?

Nate
 
King Billy is reviewed at Casinomeister

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