I believe Nick has explained everything in your complaint thread, where he wrote:

"As the casino requested additional verification just over a week ago, and the standard processing time is around 14 days, we have not yet contacted them. If you have provided all the required documents, I would recommend waiting for now. However, if you have been waiting longer than the recommended time frame, please let us know, and we will look into intervening."

That is the reason we didn't intervene as of yet.

I hope that soon there will be a new response from Nick, and together we'll be able to get this case to its resolution.

Have you got anything new regarding the KYC after you provided the additional documents to the casino, though?

Of course that i waited longer than the recommended time frame.They approve my proof of adress the 20 th of September and after they want a proof of my depot.I send them(sept 26)the proof of my depot with the date,the amount,with my name but hey want to see my ACCOUNT NUMBER That's why they don't want to pay me.No way i will send them this info.They use these tactics for discourage the players and think that they are gonna give up but it's not my case.I had EXCACTLY the same issue in March 2024 with a casino who ask the same thing:see my account number.They finaly pay me cause you guys help me with the same situation.I think Petronela was in this case....A few of you guys were in this case.Which i appreciate of course.I already send important info to Nick about all this but i'm gonna send him again.

I see and understand your frustration with all this.

Please be patient until Nick will respond to you and inform you about the next move. Only then will we see what can be done here.

Is it normal Romi that since Nick was in my case and now Branislav that NO ONE of them as a contact with "King Billy" casino??Almost a month now that i made a complaint!!!They have all my documents but they are holding my money($260.00) since weeks wich is illegal for a license casino....can you confirm me that please with all my respects?Sorry but i'm working very hard on my side but it looks that i am the only one who is working....

As I can see in your complaint, Branislav has already tried to contact the casino and is waiting for the response from them.

Please know that this is a standard proceeding, and try to be patient to see if and when the casino will communicate with our team.

Only then will we be able to see how all this will unfold.

Hello, Kingbilly is now licensed from Malta but no longer exists, right?

It used to be from N1 interactive. King Billy is no longer listed on Malta's homepage, is that right?

Hello, yes, about the casino you are talking about, all the information you wrote is correct. 

Why do you ask? 

Hello Jaro, ???♀?

is it still the same operator? I had a problem with King Billy in the past.

I didn't know how to apply for the license and I didn't know Guru. But back then it was still N1. I had a lot of evidence to prove it. Can I still report it here today with proof?

Hello Jenny...i wish you good luck but for me i had big problems with them in the last months.They didn't want to pay me and i had to do a complain.Very bad experience

If it's to a casino that has been closed and is no longer working, I don't know if you could get anywhere, because obviously they won't deal with it if they're not working. 

The owner has changed to Dama and it's no longer under Malta but Curacao, so I'm not sure if you'd get anywhere. ???♂?

But the operator actually remains the same, right? Only the license is being changed? King Billy, which is now licensed in Curacao, is surely the same company as N1 back then. Or what do you think?

I talked to my colleague and he said that maybe there might be some small theoretical chance. So try to file a complaint and we'll see if something works or not. 

Anyway, as I said, I don't want to promise anything in advance. 

But you don't get anything for trying.??

The problem also affects Avalon78 and Cookie. I can't select the casinos to complain to. Can you fix this? I can't find them here.

According to what I see you managed to file a complaint against the casinos or am I wrong? Is there still a problem? 

Hi everyone,

I’m reaching out for some advice and clarification regarding a situation I’m currently experiencing with King Billy Casino.

Yesterday (June 20th), around 22:30, I was playing on their platform and ended up winning €3000. A few hours later, I received a message from their support team stating that my account is under review due to suspected duplicate accounts.

As far as I know, I only have one account with King Billy and have never intentionally created any others. I always play fair and respect the terms and conditions of any casino I register with.

Now I’m worried about what will happen to my winnings. The support agent didn’t give me a timeframe or any specific details—just that the account is being checked.

Has anyone here had a similar experience with King Billy or other casinos?

Do I have any reason to be concerned about them not paying out the winnings?

Any advice would be appreciated. I’d really like to resolve this in a transparent and fair manner.

Thanks in advance!

Well, if you are sure that you don't have any duplicate accounts, they should finish the investigation soon and pay your winnings.

Is there any chance, though, that someone else would create an account from the same IP, perhaps?

Hi Romi,

Thank you for your quick response!

They informed me that I had a previous account, and yes, after checking I realized I did register one a long time ago – but it was never used.

After that message, I was suddenly no longer able to log in to my current account where I had just won €3,700. I submitted my KYC documents and responded honestly, but the account was locked and I haven’t received the winnings.

I’ve filed a complaint here on Casino Guru and hope this situation can be resolved fairly. I never intended to break any rules, and I always played honestly on my active account only.

Thanks!

I hope you will receive your money eventually cause i had LOT'S of problems to get paid few months ago($216.00) CAD.It take tons tons of messages with the customer service on my email.Like most of the casinos who are not paying their customer they use their number one excuse for not paying you which is something like:"The customer didn't get through the all process with the KYC".The KYC is the biggest joke ever!They are asking very very personals infos with only one goal:discourage you!I made a complain here with GURU and they finaly pay me but with all my respect to GURU,all the the job was done by myself!Stay in touch with the casino,they owe you that money.

Thank you so much for sharing your experience – and I’m really glad you finally got your payment.

It’s encouraging to hear that they did pay in the end, even if it took a lot of pressure. I’ll definitely keep following up and pushing for what’s rightfully mine. I simply forgot, they can't really use that to claim my money?

The KYC process is always really frustrating, I agree – but I submitted everything honestly and completely.

Let’s hope they will do the right thing now!

Thanks again – I’ll keep the forum updated as soon as I hear something.

It is good that you submitted your complaint here. I believe that if you have never used that account and even forgot about it, they should pay out your winnings. Our team will do everything possible to help you out.

How long ago did you open the first account? Do you remember?