King Billy Casino (Curacao) - アカウントが重複しているため、プレイヤーのアカウントは閉鎖されました。

I tried to withdraw my balance today, but the withdrawal was declined several times without any explanation. After a few hours and after contacting my VIP Mananger,the casino asked for additional documents, which I submitted right away. These were approved, but then I suddenly got a message that my account was suspended due to having duplicate accounts.

The reason this happened is that on the day I signed up, I accidentally created an account using my old email address. Realizing the mistake, I immediately contacted their live support before creating a new account and explained the situation. I specifically asked if I was allowed to create a new account with the correct email. The support agent clearly told me that it was no problem, and I have screenshots of that chat, which i will post here for you.

Based on that information, I opened the new account and started playing — never hiding anything or trying to abuse the system. Everything seemed fine, I deposited money, played, and only when I tried to withdraw my winnings did this become an issue.

I believe this is very unfair. If they had a problem with my account, it should have been addressed right away — not after letting me deposit and play plus i had an confirmation that i was allowed to do that.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with King Billy Casino (Curacao).

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Have you confronted the casino with evidence that casino support previously allowed you to create another account?
• Were these the only 2 accounts you created in the casino?
• What was your activity like on your original player's account?
• Could you please share your communication between you and the casino regarding the accusations of creating multiple accounts? Send the information to my email at [email protected]
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cisko,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas