Thank you very much for your support – I really appreciate it.

Unfortunately, I don’t remember the exact date when I opened the first account. It must have been several years ago, possibly in 2020 or even earlier, since my old address has been used there and i moved in 2020. I honestly forgot it existed and I never used it for any gameplay, deposits, or bonuses, i even looked into the history on that account.

All my activity took place on my current account, where I deposited €150 and won €3,700 without using any bonus. I played fairly and submitted all KYC documents right after being contacted.

I truly hope this will be resolved fairly. Thank you again for helping me.

Best regards

This time it really can be positive that you even forgot about that account; that means that it was a long time ago and you didn't use it at all, you know. ??

Our team will do everything possible to solve this. Hang in there, please.

Also, if you have any new information, please let us know about it.

Thanks, Romi – I appreciate your support! ??

I’ve now sent a full explanation to King Billy support and included your partner from Casino Guru in CC, after they emailed me. I explained that the old account was likely created back in 2020 or earlier, had outdated info, and was never used for gameplay, bonuses, or deposits. I only found out about it after support contacted me.

After checking it briefly to confirm, I applied for self-exclusion to fully close it, since my current account is the only one I actively used – and it’s the one where I played, verified my ID or atleast tried to, and won the ~€3,700 on June 20th.

I hope this clears things up for them, and I’ll share any updates here once they respond.

Thanks again for your help and encouragement – it really means a lot right now. ??

Good on you.

I really hope that everything will be cleared out and you will be able to withdraw your winnings.

I will keep an eye on your updates.

Thank you for all the information. I'm always glad if we can bring fairness into issues like yours.

Hello Romi,

So I've just received the email that my winnings are gone. I'll post it here:

I hope this email finds you well!

?We understand that this situation may be frustrating, and we genuinely empathis with your feelings. Please know that we appreciate your honesty and acknowledge that the creation of the duplicate account was unintentional.

?After careful review, we can confirm that your original casino account associated with the email ********* shall remain one active, and you are welcome to continue your activity there.

If you have any questions regarding this account, please contact us via the email which is linked to that account.

?Also, let me kindly inform you that as per our Terms & Conditions you have fully agreed, the creation of a duplicate account constitutes a breach regardless of intent. Consequently, the recently created duplicate account associated with the email ******** has been closed. We kindly inform you that this decision is final and cannot be reversed.

?Regarding the deposit made to the duplicate account, we will ensure a full refund of the deposited sum to be processed. To complete this, we kindly ask you to provide the necessary bank account details at your earliest convenience.

-----

That's really disappointing since I was hoping for a fair resolution, the old account was NEVER used, they should have atleast let me withdraw before disabling the account. Criminal.

Do you think anything will change their mind? I mean a reputable casino should'nt just take my winnings.

Thank you.

I would really suggest you wait for your complaint to move forward, and hopefully we'll be able to contact the casino soon.

You are right that this should not happen this way, so I really hope we'll be able to help. ??

So, for now, don't do anything and wait for your complaint resolver to get back to you.

Is it possible for you to try that, please?

Hi Romi,

Thank you! I won’t respond to their offer of refunding only my deposit, and I’ll wait until you and the team tell me to take further steps.

I really appreciate your support.

Thanks again!

Best regards,

My colleague has transferred your case now, and your complaint resolver will do everything possible to help you out.

We believe this should be dealt with.