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King Billy - Duplicate account dispute

Ruling

Resolved - Both the submitting complainant and King Billy Casino have informed us that this issue has been resolved and the player has received their funds.

Read our King Billy Casino Review.

Player's Complaint

Hi! I deposited 15€ yesterday (Thursday 10.9.) while using my phone at home. I was supposed to get a bonus offer mentioned on classybeef's site as I had used their link. But it seemed that I hadn't recieved the bonus so I sent a message through live chat, which for some reason on mobile closed immediately and directed me to email. I sent a short email about it, but I didn't seem to get a response. After this I went on my computer to ask the live chat about and the bonus got implemented on my account. I played through the wager and ended up having 290€ left to withdraw. I had problems with withdrawing at first, because I needed to send all the proper documentation. After providing all of the required documents, I logged off and came back the next day. Next day it seems that my account has been disabled and I've been sent a message claiming that I've used duplicate accounts. After going through all of this with the live chat, the live chat claimed that there were multiple accounts on this IP address, and any issues are coming from the technical department. I know that it couldn't been anyone from this household nor can any of our neighbors access our internet. I do have a dynamic IP address.

I've asked for an official statement and a reply from the technical department, but I've only gotten the same text book answer.

Read the casino review

8 Responses

User icon
ThePOGG
September 13, 2020

Hi kevytpiima - welcome back!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Before we go any further - your IP address is your responsibility. If you have a dynamic IP address that could result in you sharing an IP address with other accounts in breach of terms and conditions, you should not play with this connection. While we will discuss this issue with the operator, if you have shared and IP address with another user there will be nothing we can do to assist you.

Thanks,

ThePOGG

User icon
ThePOGG
September 18, 2020

Hi kevytpiima,

King Billy inform us that this issue has been resolved and that your balance has been restored. Can you please check and confirm?

Thanks,

ThePOGG

User icon
kevytpiima
September 18, 2020

Hi! My account still seems to be disabled. Kind regards- [EDIT]

User icon
ThePOGG
September 25, 2020

Hi kevytpiima,

Could you please check again?

Thanks,

ThePOGG

User icon
ThePOGG
October 2, 2020

Hi kevytpiima,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
October 8, 2020

Hi kevytpiima,

If we haven't heard from you by Friday the 16th of October I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
kevytpiima
October 8, 2020

Yes thank you very much for your assistance. Everything is resolved [EDIT]

User icon
ThePOGG
October 12, 2020

Hi kevytpiima,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

kevytpiima consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • King Billy
  • Malta Gaming Authority
  • N1 Interactive Ltd

September 13, 2020

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