Complaint #48
King Billy Casino
Unfairly accused of delaying bonus round
Hello, King Billy Casino has voided my balance because they say that I made a deposit while I had an unfinished game pending. Here is what happened:
-I was playing the slot game Avalon and I got a bonus round. I went to make myself a drink before I played the bonus round. When I came back, I lost my internet connection.
-I came back a couple of days later and immediately finished the game. I then proceeded to lose my whole balance.
-I then deposited again and while I was playing my balance disappeared when I had ~$50
-Support later told me that this was because I made a deposit while I had an unfinished game pending and my balance was voided.
After a long chat with support, it is very clear there was some technical issue and it delayed closing my bet. However, I did finish the game and lost the winnings. I also played many games of Avalon between when I created the game, and when it finished. This is not possible. If you open a game and you have an unfinished game, you have to finish it before you can play a new one. They sent me my account history to my email where you can clearly see the issue.
In screenshot 2 it says that I closed the unfinished bet at 3:31:29. While my deposit was 10 minutes earlier (screenshot 3). While King billy refused to send me my full game history, in screenshot 1 you can can see that I played many games of avalon before this game was supposedly closed (there are also many more, they just wouldn't send them). You can see that I played a game at 3:31:25. 4 seconds before I supposedly closed my unfinished game. I also played a game at 3:31:29, the exact same time as my unfinished game closed. Again how can this be possible?
One more reason you can see that there was a technical error on their part are the balances. In screenshot 1, I finished 3:31:29 with a balance of 50. And then on screenshot 2, I finished 3:31:29 with a balance of 230. The unfinished game in question was a winner for 60. Again the math doesn't add up here, and is not possible.
I also attached screenshots of the chat.
-I was playing the slot game Avalon and I got a bonus round. I went to make myself a drink before I played the bonus round. When I came back, I lost my internet connection.
-I came back a couple of days later and immediately finished the game. I then proceeded to lose my whole balance.
-I then deposited again and while I was playing my balance disappeared when I had ~$50
-Support later told me that this was because I made a deposit while I had an unfinished game pending and my balance was voided.
After a long chat with support, it is very clear there was some technical issue and it delayed closing my bet. However, I did finish the game and lost the winnings. I also played many games of Avalon between when I created the game, and when it finished. This is not possible. If you open a game and you have an unfinished game, you have to finish it before you can play a new one. They sent me my account history to my email where you can clearly see the issue.
In screenshot 2 it says that I closed the unfinished bet at 3:31:29. While my deposit was 10 minutes earlier (screenshot 3). While King billy refused to send me my full game history, in screenshot 1 you can can see that I played many games of avalon before this game was supposedly closed (there are also many more, they just wouldn't send them). You can see that I played a game at 3:31:25. 4 seconds before I supposedly closed my unfinished game. I also played a game at 3:31:29, the exact same time as my unfinished game closed. Again how can this be possible?
One more reason you can see that there was a technical error on their part are the balances. In screenshot 1, I finished 3:31:29 with a balance of 50. And then on screenshot 2, I finished 3:31:29 with a balance of 230. The unfinished game in question was a winner for 60. Again the math doesn't add up here, and is not possible.
I also attached screenshots of the chat.
King Billy Casino Complaint Stats
Resolved
45 / 46
Avg. Amount
$1,283
Avg. Complaint Duration
7 days
Avg. Response Time
2 days
King Billy Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 22 out of 23 complaints in this category have been resolved.
This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.
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