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King Billy Casino - KingBilly 110 EURO via Coinspaid not credited

RESOLVED

Complaint Info

Disputed casino

King Billy Casino

Amount

€ 110

Posted on March 11, 2022

I recently made a deposit of roughly 110 EURO and have not yet been credited 2 days after transaction was completed.

I have generally very good experiences with the King's service and overall it's a great casino.

However currently their livechat service is down and I can only use messaging/emails to reach support.

The issue specifically:

I made a deposit around 110EURO using the Coinspaid Gateway and specifically the TRON network - TRX token.

This is an extremely fast transaction, in fact - ironically - I choose TRX specifically because they are so fast and I didn't want to have to wait a long time for 6 confirmations as per some other blockchains.

I sent 2027TRX to the wallet address provided in the KingBilly Cashier - this is via the Coinspaid gateway. The transaction was noted as complete on the blockchain a few minutes later as per usual.

After an hour or so without payment, I contacted support as I could see Coinspaid/Tronscan had marked the transaction as complete and I am familiar enough with both the blockchain and the gateway to know there is a problem.

And here is where I started to get really annoyed. My first polite support emails were dismissed - "deposits are credited" (not they are not), "please wait it takes longer" (no it doesn't, there is a problem), "congestion" (with no indication as to the congestion being on TRON, Coinspaid or Kingbilly - for reference, I was easily able to confirm the transaction on Tron and Coinspaid..) and so forth.

After more than 24 hours of being ignored and dismissed I finally was told "crypto payments now have a delay" (this barely makes sense, it was a fiat deposit, coinspaid handled the crypto transaction and further - nothing on kingbilly indicates this nor does any other recent experience with them). Eventually I get told there are technical issues and my ticket has been forwarded to some other team.

Further despite providing everything from my very first ticket as well as subsequent ones, including the transaction hash, screenshots, etc. It's all ignored only for more than a day after providing all that, support decided to ask if I could (???? so I did again)

My main complaint and concern is this:

There is no transparency in this

What is it that is the issue?

What am I waiting for?

How long should I expect to wait?

My tickets are always closed either without reply, or a dismissive one - leaving it so often there is not actually anyone investigating it. And while I have now been told it has been passed on, I really have no clue if that is true or not because again support closed the ticket with that response.

A further problem is I used a promotional code "book" which was a valid promo code for the time when the transaction was completed to quite a while afterwards. However, it has since expired. So that is also going to be an issue now. And I really don't want a situation where the deposit is credited without a bonus - and then I cannot wager - because I know from previous experience, when there are issues around promotional codes, casinos always advise not to make any wagers until it is resolved. So I fully expect now I'll be credited the amount only to suffer further delays while the promo issue is considered.

At this point - I really just want either my funds and bonus to be credited more or less immediately - otherwise simply refund my TRX: TE98Xm­s8h­mee­Q9G­wxA­4h9­G7H­ML8­vYrSRys

This is completely unfair, I set a budget amount I play with and having it held like this means I cannot alternatively play a different casino / promotion.

KingBilly support is usually amazing and again, it's a good casino - with great regular promos. But with their LiveChat service down now for days - the support I am getting is extremely underwhelming and I want this resolved now. Either credit my deposit or refund it. No more waiting. I am done waiting.

Posted on March 13, 2022

Dear AskGamblers, dear Lord Theyallare,

First of all, we thank our dear Noble player for his good words about us.

We apologize sincerely and deeply for this situation, which does not reflect the level of services we provide to our players.

The fault is on us.

Having said this, the issue of the complaint has now been resolved and the transaction of our dear player's crypto deposit to our casino is successful.

We kindly ask our player to acknowledge.

Thank you,

the King Billy Team

AskGamblers
Posted on March 14, 2022

Dear @theyallare,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on March 14, 2022

Resolved.

I will add - Kingbilly went above and beyond in resolving this and compensated me extremely generously.

I am incredibly grateful and pleased with how they handled it.

Thank you Kingbilly, thank you Askgamblers

Posted on March 14, 2022

Quickly too before this is closed. As I briefly mentioned Kingbilly support is usually fantastic, it seems they had some technical issues with an update that compounded an issue with the payment provider.

For what it's worth, from past experience alone I would still have continued playing to there had this not being resolved. Had this been my first experience with the King then perhaps not but as it stands despite my frustration I never suspected Kingbilly of anything nefarious, they've earned my respect and trust.

I'm more than satisfied this was an isolated issue at least partially out of their control

AskGamblers
Posted on March 15, 2022

Dear all,

As apparent from the submitter's latest posts, 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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