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King Billy Casino - Feature win was cancelled incorrectly

RESOLVED
Complaint Info
Disputed casino King Billy Casino
Reason Missing Funds
Amount $ 660
Posted on June 12, 2020

Hi Team,

Have noticed a 'glitch' if you will with some platforms 'anti bonus abuse' functionality which incorrectly cancels legitimate win.

Below are the actions which took place over a 20-30 minute period.

June 10, 08:59 (AEST) | June 9, 22:59 (UTC)

Deposit of $200 AUD made with $70 (35% bonus)

Starting balance: $270 AUD
Bonus wager: $0 / $2100

Opened my favourite game 'The Hall of the Mountain King' (HOTM) by Quickspin

HOTM - bet bet bet
HOTM - bet bet bet

Balance: $200 AUD

HOTM - bet bet bet
HOTM - bet bet bet

Balance: $150 AUD

HOTM - bet bet bet
HOTM - bet bet bet

Opened another tab and browsed King Billy games looking for another game

Decided to play my second favourite game in the other tab, 'The Nutcracker' (NUTC) by iSoftBet

HOTM - bet bet bet
NUTC - bet bet bet

Balance: somewhere around $50 - $100

HOTM - bet bet bet
NUTC - bet bet THREE SUGAR PLUM FAIRIES!! (Free spins)

Good timing! was getting low, click on screen to start the spins, hooray!

HOTM - bet bet bet
NUTC - win win win (feature)

Balance in both games is showing > $400!!

HOTM - bet bet bet
NUTC - win win win (feature)

Balance in both games is showing > $600!!

HOTM - bet bet bet
NUTC - win win Free spins finish, that was great!! $660 win!

Balance is nearly $700 in both games (as expected!)

HOTM - bet bet bet
NUTC - bet bet bet

Balance drops to $6.50 .... That's weird ... Stop playing, message support straight away advising that an issue has occurred and my recent win was missing. This is all within 30 minutes of depositing.

King Billy support are suggesting that the feature was not 'played through to completion' when in fact, it definitely was, issue is while playing through the feature, and betting on HOTM true balance (not the balance that was being shown to me on BOTH games - which was going up) was actually going down to the point the bonus was 'lost'? This is the only explanation I can deduce given the actions above are true.

King Billy have refused to provide proof of any incorrect action on my part and also refused to provide my bet history after more than 15 requests for the information. Attached proof of refusal, 'lost' wager screenshot and $200 deposit screenshot. I am not new to online gaming and the info they've provided in screenshot is baffling to which they refuse to say anything else. No bonus hunting is going on here, never heard of the other terms, 'moderately played 2 games' what in the world does that mean, I played like I normally play every day, $200 is the MOST I usually deposit, I had no plans to deposit more, my plan was just like every day, try and win and meet the wager to cash out and have some fun along the way.

Deposited and played my two favourite games, at ~$2 bets, like I do every other day, clicking away. I'm still shocked at how they can claim I've done anything wrong let alone refuse to credit $660 won from one of several hundred bets made that morning.

The correct state of my account should be $660 in balance, with an active bonus and wager for the $70 original bonus. Instead, my account is $6.50, exactly where I left it after the issue occured.

Hope this is enough to get the ball rolling, quite difficult when they are refusing to give proof or history, surely this warrants something is odd in this case.

Posted on June 12, 2020

Hi Team,

King Billy have added a $662 bonus with x2 wager to my account to resolve this complaint.

I am awaiting confirmation of BONUS to DEPOSIT ratio to ensure below 50% so no issues will arise here-on.

Will provide update once confirmed but acknowledge if no issue with ratio, outcome satisfactory.

Thank you for your help.

Posted on June 12, 2020

Hi Team,

King Billy have credited the missing win and I was able to successfully cashout.

Thank you for helping facilitate resolution.

This complaint may be closed.

Thanks again.

AskGamblers
Posted on June 12, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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