You see that your balance at the casino you used before always updated instantly, but now at King Billy a deposit has left your bank yet the balance stays the same — this often points to a pending network confirmation or a slight mismatch in the payment details you entered.

Cannot Log In or Account Is Locked

You enter your email or username and password, but the site says the account is locked or invalid credentials.

• Incorrect email or password after multiple attempts
• Account temporarily locked due to too many failed logins
• Browser cache or cookies causing session conflicts
• Using the wrong login page (e.g., a generic page instead of the casino’s domain)
• Account disabled for inactivity or a security reason

1. Double-check the email or username you registered with — look for typos.
2. Use the “Forgot Password” link on the login page to reset your password via email.
3. Wait 15 to 30 minutes if the account shows as locked; the lock lifts automatically.
4. Clear your browser cache and cookies, then restart the browser.
5. Try a different browser (Chrome, Firefox, Edge) or an incognito/private window.
6. Make sure you are on the exact official domain — not a mirror or redirect.
7. If you use a password manager, paste the password from it to avoid auto-fill errors.
8. Check your internet connection — a weak signal can cause the login to time out.
9. Disable any VPN or proxy service temporarily; some are blocked.
10. Create a new bookmark to the login page to avoid stale links.
11. If you have not logged in for over a year, contact support to confirm the account status.
12. Check your email inbox and spam folder for a “session expired” or “account locked” notice.
13. If none of these work, contact support with your registered email and a brief description of the issue (e.g., “locked after three tries”).

Contact support when the account remains locked after 30 minutes or the password reset email does not arrive.

Identity Verification (KYC) Stuck or Documents Rejected

You uploaded your ID or proof of address, but the status says under review or rejected without a clear reason.

• Document photo is blurry, cropped, or has glare
• File format or size is not allowed (e.g., PDF instead of JPG, or file over 5 MB)
• Name on the document does not match the name on the account exactly
• Document is expired (check the expiry date on the ID or passport)
• Proof of address is older than the allowed period (usually three months)

1. Take a new photo of the document in a well-lit room against a plain background.
2. Use the front and back of the ID if both sides have information.
3. Save the file as JPG or PNG, under 5 MB — use a free online resizer if needed.
4. Verify that your full legal name on the account matches your document letter-for-letter, including middle names.
5. For proof of address, use a utility bill, bank statement, or government letter with your name and current address, dated within the last three months.
6. Make sure the address on the document matches the address you entered during registration.
7. Check your email for a rejection message that states the exact reason — follow that instruction.
8. Resubmit the corrected documents from the “Account” or “Verification” page.
9. If the system shows no progress after 48 hours, try uploading the documents again from scratch.
10. Turn off any ad-blocker or script blocker before uploading — they can interrupt the upload.
11. Do not edit the document image in any photo editor; original scans or photos only.
12. If two attempts still fail, contact support and attach the documents directly in the message.

Contact support when the documents are still rejected after two resubmissions or if you do not receive any feedback within 72 hours.

For a full list of accepted documents and photo tips, head to https://king-billy.eu and open the “Verification” tab.

Deposit Left Bank but Not on Casino Balance

You see the withdrawal on your bank statement, but the deposit has not arrived in your casino account balance.

• Payment network delay (especially for crypto or bank transfers)
• Deposit amount is below the minimum or above the maximum
• Currency mismatch between the payment method and the casino account
• Incorrect deposit code or reference number entered
• Account still pending KYC, blocking deposits from posting

1. Wait at least 30 minutes for the network to confirm the transaction (for card payments, up to 2 hours).
2. Refresh the casino page or log out and log back in to see if the balance updates.
3. Check your transaction history inside the casino — it may show the deposit as “pending” or “processing”.
4. Verify the deposit amount meets the minimum listed in the cashier (usually shown next to the method).
5. Ensure the deposit currency (e.g., EUR, USD, BTC) matches the currency of your casino account.
6. If you used a bonus code, confirm it was entered in the correct field before confirming the deposit.
7. Look for a confirmation email from the casino — if you do not see one, the transaction may not have reached the system.
8. Check your bank or wallet’s outgoing transaction status; if it says “pending”, wait for it to clear.
9. For crypto deposits, scan the blockchain explorer using your transaction ID; if it shows unconfirmed, wait for confirmations.
10. Clear cache and cookies, then try a soft refresh (Ctrl+F5 on Windows, Cmd+R on Mac).
11. Do not initiate a second deposit before the first one resolves — duplicates complicate resolution.
12. If the amount is still missing after 2 hours, contact support with the transaction ID, amount, and date.

Contact support when the deposit is confirmed on your bank/wallet side but not credited after 2 hours, including the transaction ID.

Site or Games Do Not Load Properly on Phone

You open the casino on your smartphone browser, but the page loads slowly, buttons are unresponsive, or games freeze on the loading screen.

• Weak or unstable internet connection (Wi-Fi or mobile data)
• Browser cache overloaded or outdated cookies
• Game requires Flash or a plugin not supported on mobile
• Phone operating system or browser is too old
• Device memory is low due to many open tabs or apps

1. Switch from Wi-Fi to mobile data, or vice versa, to check if the network is the issue.
2. Close other apps and browser tabs to free up memory.
3. Clear the browser cache and cookies specifically for the casino site.
4. Update your browser to the latest version (Chrome, Safari, Samsung Internet).
5. Enable JavaScript in the browser settings — many casino games require it.
6. Turn off any ad-blocker or content blocker extension on the mobile browser.
7. Reboot the phone to clear temporary system glitches.
8. Try a different mobile browser (e.g., switch from Chrome to Firefox or Samsung Internet).
9. For table games or slots, switch to the “instant play” version instead of downloading a client (no download needed on mobile).
10. Disable VPN or data-saving mode — both can interfere with game streaming.
11. If the game has a “lite” or “mobile” mode, select it from the game lobby.
12. If the site itself does not load, check whether the URL matches exactly; mistyped domains can lead to blank pages.

Contact support when the site does not load on multiple browsers and networks, or when a specific game consistently freezes on your device.

Quick Reference

Below is a table that groups each problem with its most common cause and the first thing you should check.

Login problems most often start with a forgotten or mistyped password — resetting it resolves the majority. KYC rejections commonly happen because the document photo is not clear enough; a new photo from scratch usually works. Missing deposits rarely require more than a short wait and a page refresh; only contact support if the bank confirms the transaction. Mobile loading issues are almost always fixed by switching networks or updating the browser — a full device reboot is rarely needed. Always start with the simplest check before moving to steps that involve contacting support. If you have multiple problems, fix them in this order: login first, then KYC, then deposit, then mobile — because verification must be completed before deposits can post.

Enable two-factor authentication (2FA) on your account — it prevents login locks caused by unauthorised attempts and keeps your balance safe from deposit mix-ups.