King Billy Casino (Curacao) - Игрок еще не получил свой выигрыш.

Hello, I recently tried to make a withdrawal from my casino account but the transaction was rejected. The reason given to me by King Billy Casino was that I hadn’t verified my card I used to make my last deposit , and all I had to do was verify my debit card I used to make the deposit.

Here's the problem , my debit card I used I no longer have access to. I’ve contacted my bank to ask them to reissue the same card but they have issued a new card with new numbers. Meaning I no longer have access to the card in question.

I have a deposit receipt that shows the transaction to the casino and I also have a bank statement reflecting the deposit from my named account.

But the card itself, I no longer possess. And cannot get the numbered card reissued by the bank for security reasons because it has been lost.

So just to recap. I’ve made a deposit using my debit card. I have won ( which almost never happens to me ) While processing my withdrawal KingBilly has requested I verify my card I used to make the deposit . I no longer have the card because I had lost it. And I cannot get the card reissued with the same numbers because the bank says it’s a security issue.

I would greatly appreciate your help in resolving this problem .

Thank you

Also I am not sure why but I can not upload anything via your

'UPLOAD ATTACHMENTS' below so of there is a email address or something like that I would greatly appreciate it

Dear l4m63r7chop,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Yes my complaint is different and you will see why when you get to it. I will upload what evidence you wish when you review.

Thankyoi

Dear l4m63r7chop,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear l4m63r7chop,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.