Ag Awards

King Billy Casino - Account disabled and withdrawal discarded without solid justification

Complaint Info
Disputed casino King Billy Casino
Reason Account closure
Amount $ 1169.91
Posted on July 26, 2019

I won playing at King Billy Casino, I followed all the required steps and sent in all the relevant documents to verify myself and that was all approved and accepted, then on the same day later on I log back in my account and the account was disabled. I proceeded to chat with an agent who advised me that my account has been blocked due to violation of having multiple accounts, I demanded that they provide me with the proof of such accusation as I am more than confidently sure that I have not violated their rules, however Kara the consultant just kept sending me clause bit was not able to provide evidence. I left the conversation in frustration. I later logged back in to speak to someone and I got operator George, it turns out that the reason why my account was disabled because i had used my girlfriends phone( who also signed up with King Billy )as I had run out of data in my own phone which they used as the reason for the violation because it came under the same ISP Address, I advised George that my account cannot be disabled because I chose to continue trying my luck by using my girls phone so I can continue playing under my log on and thats not violating any rules because I didnt create another account and Its not illegal to use a different access if my internet data has run out as long as im logging on to my own account. George acknowledged this error then removed the ban on my account , i was able to log back on and when i checked to see my withdrawal progress they have discarded the request so I logged back into the chat live and was able to speak with George again, I have attached the copy of the transcript of this conversation.Please help me recover the funds I won fair and square, I did not violate any rules and I have provided the relevant documents to verify myself. I leave it to you guys I trust that You will help me in recovering my win thats why i came to seek your help Thanks very much

Posted on July 26, 2019

Dear @jimmybrix,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on July 27, 2019

Dear AskGamblers,

The player, as he can testify too, has been reimbursed. Money has been returned to his account, and he has been informed that he can place a withdrawal.

Therefore, we would like to have this above complaint closed,

Thank you,

The King Billy team

Posted on July 29, 2019

Dear @jimmybrix,

Please confirm if the issue has been resolved, and clarify the total amount of the disputed withdrawal request/s. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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