King Billy Casino (Curacao) - Тегленето на играча се забавя поради непотвърден адрес.

I made a withdrawal request of NZ$1868.51 via Litecoin (the currency I deposited in) and provided all necessary documentation to the casino. This was following a deposit that would grant 'VIP' status and ensure 'enhanced, prioritized withdrawals'

However, verification of the Litecoin address is required and a verification email is SUPPOSED to be sent out upon requesting a withdrawal.

This never occurs. I contact support to inform them and am told that the finance team is aware and are handling my withdrawal. Some hours later, my withdrawal is cancelled due to unverified Litecoin address.

The Litecoin address is identical to the address provided in screenshots necessary for verification and I see no logical reason for declining my withdrawal.

This is one of many issues I have had with this casino - but it is the one I feel is worth making a complaint over.

The issue is on the casinos system side - I have done all that I can. I made a support ticket - but am unable to contact any representative via live support.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm the exact date when you requested the withdrawal?
• Have you completed the KYC verification process? Is the verification of your Litecoin address the final step required by the casino?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear frostylilly,

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,
Attila
Casino.Guru