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King Billy Casino - Winnings unfairly removed after bonus expiry error

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苦情情報

係争中のカジノ

キングビリーカジノ

$ 2800

投稿日 2021年9月10日

I’m hoping this is pretty easy to resolve. Unfortunately, and surprisingly, King Billy haven’t come to the party.

I’m a VIP player with a personal VIP manager who often sends me bonus offers and cashback. I accepted a 50% deposit bonus offered personally via email, with no particular terms mentioned. So, my assumption was that general bonus terms would apply, which I was fine with.

The following is from KB Bonus terms:

1.9. All deposit and free cash bonuses will expire after 30 days, unless otherwise stated.

So, I claimed the bonus on Friday 27/08 ($600 deposit $300 bonus). I played a few times over the weekend, as I often play over several days. I had some nice wins. I was playing Sunday evening with a balance of $3400, with only $1400 left to wager.

Suddenly, my balance dropped to $600. I was really shocked. Live Chat told me that the bonus had a 48 hr expiry! It was not stated anywhere either in the email or when redeeming the coupon that the expiry was 48 hours. It didn’t even mention expiry.

I contacted my VIP manager Martin, who said “sorry the bonus expired- here is a $75 bonus to make you feel better with 30x wagering”. Obviously that was unacceptable. I even contacted the Senior VIP manager who said there’s nothing they could do.

It’s a case of KB breaching their own terms. If I’d known I only had 48 hrs, I would have made sure I wagered in that time.

Note that every other bonus I've been given has had a 30 day expiry - even the monday 25% bonus.

So I’m out of pocket about $3000 (allowing for some losses from further wagering- although I could have won more). I feel that I acted in good faith believing I had 30 days, since every other bonus was 30 days and I was not told any different.

I have all emails if you require.

I offered them 2 options to make it right - either restore my balance and wagering, or credit me $2400 cash. I think either is reasonable. I deposit up to $1000 at a time and I just can’t believe KB are being so short sighted….throwing away years of wagering over one issue where I actually did nothing wrong.

投稿日 2021年9月13日

Our dearest Duke Aussieboy of Australia,

The King’s Scribes have examined your complaint and have deemed that what you write is 100% correct.

The fault lies on our side and we stand corrected.

We did our calculations and your lost bonus amounts to 2449,45 AUD with wager x1.

However, there is also the case of moral damage and the shock you suffered because of our mistake. We believe we must compensate you for this too. So, we are adding 100 more AUD to the above amount.

This means that you will be credited with a 2549,45 AUD bonus immediately.

Thank you, our Duke and we apologize again.

The King Billy Team

投稿日 2021年9月13日

Wow. What can I say? I was really worried there for a while that King Billy’s crown had become a little heavy…..
I’m very happy with the resolution, and many thanks to AskGamblers for allowing me to have my issue resolved.
See you at the Castle!

AskGamblers
投稿日 2021年9月13日

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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