Complaint #48
King Billy Casino
Unfairly accused of delaying bonus round
7 years ago
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.
Screenshot
