King Billy Casino (Curacao) - Бонусные выигрыши игрока были аннулированы.

I am a Japanese customer.

I used "Deposit 3".

Then support told me that this bonus was not available.

I think it's wrong.

Can't you make it available?

Dear Ryuichi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions (here) but I didn't find Japan being listed among restricted countries for the registration in general or excluded from the promotional offers.

Thereffore, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Especially, if the bonus has been offered to the player by the casino and not redeemed by the player. Our position is closely explained in Fair Gambling Codex."

Do I understand correctly that you have redeemed promotional offers from this casino in the past? Could you please advise which specific bonus is this issue related to?

We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your reply.

These bonuses are also available in Japan.

I took advantage of the first deposit bonus of 151% up to ¥ 50,000 and 200 extra spins (¥ 10 / spin).

And a second deposit bonus of 50% up to ¥ 25,000 was also available.

However, the third deposit bonus of 100% up to ¥ 25,000 was not available.

I asked the casino support why it wasn't available, but it didn't make sense.

I was told by the casino support that I could give a 25% bonus, but it wasn't 100% so I canceled it.

I didn't understand why it was 25% instead of 100%.

I used the first bonus and the second bonus.

I didn't understand that it wasn't available only the third time.

It was available except for the third deposit bonus.

I haven't played at all since I deposited $ 250 to get the 3rd bonus.

So $ 250 hasn't changed.

Because I couldn't get the third bonus.

Thank you very much, Ryuichi, for the clarification. I have checked the general bonus terms and conditions and this is what I found (here):

"After depositing for the third time, you get the maximum bonus amount which is 25% of the deposit amount, but no more than € 300 / USD 300 / NOK 3000 / AUD 450 / CAD 450 / NZD 450 / YEN 30000 / INR 15000 / ZAR 1500 / 1.5 BTC / 20 ETH / 163 BCH / 378 LTC / 300 USDT / 446474 DOGE. In order to get the bonus, use bonus code: WELCOME3"

Could you please advise if you have tried activating the 3rd Deposit bonus through our website and wich promo code you have used? If there's any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you.

Dear Petronela,

Certainly, depending on the country of registration, the third time seems to be 25% according to the general terms of use of bonuses.

However, when I select Japan and look at the same page, the third time it is displayed as 100%.

Yes. I registered through your site(CasinoGuru).

And I also used the 3rd Deposit bonus through your site(CasinoGuru).

Promo code was "Deposit 3"

Best regards,

Thank you very much, Ryuichi, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your support.

I will wait for Jozef to contact me.

Hello Ryuichi.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Jozef.

I see.

I appreciate your kindness

Hi  Jozef.

A bonus has been granted.

Thank you very much.

This solved the problem.

Dear Ryuichi,

We apologize sincerely and deeply for this situation!

The problem was caused by incorrect information about the bonus code or translation into English.

The correct code for the third deposit bonus is "入金3", not "Deposit3".

It must be entered only in Japanese.

We also want to inform you that the 100% third deposit bonus has already been added to your account.

Thank you,

The King Billy Team

Hello Ryuichi.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef