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King Billy Casino - Unfairly accused of delaying bonus round

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苦情情報

jfo83 ペルー
投稿日 2019年4月5日

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.

AskGamblers
投稿日 2019年4月10日

This complaint has been reopened as per King Billy Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

投稿日 2019年4月11日

Dear AskGamblers,

We have discussed the issue of the complaint with our platform provider and we were informed that there have recently been a few similar technical issues with Quickfire software, resulting in their servers getting delayed, now and then.

We have requested additional details, however, it may take some time, before we have an analytical report on the issue.

Therefore, we would like to close the complaint by issuing a bonus of 50€ (amount of delayed bet), with min wager of 3x, to the complaining player.

Thank you

AskGamblers
投稿日 2019年4月13日

Dear @jfo83,

Please confirm if the issue has been resolved. Please 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.

Thank you for your cooperation.

jfo83 ペルー
投稿日 2019年4月16日

Yes, I agree to that. As soon as the bonus is credited, you can consider the complaint resolved. Thank you King Billy and thank you Askgamblers

投稿日 2019年4月17日

Dear AskGamblers,

the bonus has been issued to the player.

Thank you for your time and effort

AskGamblers
投稿日 2019年4月17日

Dear @jfo83,

Please confirm if the issue has been resolved. Please 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.

Thank you for your cooperation.

jfo83 ペルー
投稿日 2019年4月17日

The bonus is now credited. Complaint is resolved. Thank you all

AskGamblers
投稿日 2019年4月17日

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

キングビリーカジノ 苦情

  • 42 / 42 解決済み
  • 2日 平均レスポンス
  • 6日 平均苦情ライフ
  • 1,367 USD 平均額

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