King Billy Casino (Malta) - Играчът се сблъсква с трудности с потвърждаването на акаунта, свързан с бизнеса.

King Billy Casino keeps giving me the run around in the validation of SOW/SOF. I am self employed so don't have pay stubs. I have provided bank statements, invoices and they keep rejecting my documentation based on new different reasons.

My identity has been confirmed, bank statements are valid, but since my customers sometime will pay partial amounts to an invoice, they are not capable of verifying this information on their own. I have sent documentation even highlighting the partial payments, and even though they acknowledge that some of them show up, they seem to want a validation based on every invoice having to be named in the statements and on the exact amount, which is naturally not possible based on the nature of how my customers pay.

I have provided everything asked for, and more, and I've gone above and beyond what should be required to get this verified.

It seems to me they are doing whatever they can to avoid paying out the 900 Euro, even though I deposited a total of 1400+ euro since opening my account.

They also wrote that I had 30 days to provided KYC information, but they want this before processing the withdrawal.

Dear budbraindk, 

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. 

Could you please advise if all your documents have been verified except for the SOW/SOF evidence? Could you please specify how many of the invoices need to be checked by the casino? What time period are we talking about? Have you provided the casino with all the necessary information to successfully complete your verification?

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, 

Veronika

Everything else but the SOW/SOF has been verified. I have provided all invoices as well as bank statements showing those invoices being paid in part or in full. I sent them first some invoices which they said were too old and rejected, then I sent some newer ones. Now they are trying to verify 17 invoices, including the ones that were rejected. I have pointed out the payments for each invoice partly or fully on the statements. Since I sent the last one, they have stopped replying to my messages.

Could you please specify when you sent the last of the invoices?

It has all been sent days ago, and I have sitll not heard anything back from them

Before we move forward with the case, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

Dear budbraindk,

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.