Billion Casino - Player’s struggling to withdraw their winnings.

Dear Vytautas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Vytautas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Vytautas,

Your replies stayed empty. Unfortunately, I don't see any comments. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Thank you in advance.

Additional comments from the player:

"The bank serving me explained that casinos that declare that they cannot refund their winnings to a bank card that payers are simply cheating on do not want to refund their winnings. Therefore, all the billion casino explanations are trivial, it is a scam.

I make a new deposit via e-wallet and then ask for a refund, I’m not going to because thieves and scammers I’m not going to give away my money yet."

Thank you, Vytautas, for your reply. Do I understand correctly that you have chosen a new e-wallet payment method to deposit and subsequently, to withdraw your funds?

Additional comments from the player:

"Billion casino continues to require me to make a deposit through an electronic account and then ask for a refund. I have already said that I do not have and will not open any electronic accounts, I will not make any new deposits for thieves and fraudsters, I demand to transfer money to me the way I transferred to them, only thieves and fraudsters can take money in any way and no refund for 2 months .

I enclose your last letter."

"Answer to your question, I am not going to open any new accounts and will not deposit any extra money as I will suffer even more losses, I demand that the money be returned to me in the same way as I transferred it to a bank card or checking account."

Dear Vytautas,

If the payment keeps bouncing back, the only recommendation would be following the casino advice and place a minimum deposit using an e-wallet. That way, the new payment method will get approved and you will be able to withdraw all your winnings. Thank you in advance for your cooperation and understanding.

Additional comments from the player:

"Thank you, Petronele,  

But I do not agree with their offer, I will not really transfer money to thieves and fraudsters, they must return the money to me in the same way as I transferred to them, I will not open any additional accounts, I cannot open them."

Dear Vytautas,

As I explained earlier, in some cases a reversed payment to the same account which has been used to deposit funds, is not possible. This is not something that casino can influence in the majority of cases. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. When you were notified about the payment being rejected by the bank, I believe it was the intermediary bank, not yours.

My only recommendation would be to create an e-wallet which has been recommended to you, place a minimum deposit and withdraw your winnings. Normally, in order to reach any kind of agreement and resolve a complaint, all three parties (player, casino and mediator) need to cooperate to achieve a mutual agreement. That is why I’m asking you to cooperate and help us to achieve a successful resolution. I strongly believe is absolutely worth an extra effort to open a new account with a recommended e-wallet provider to receive your legitimate winnings. Please let me know how you would like to proceed. Thank you in advance for your assistance. 

Additional comments from the player:

"Dear Petronela,

It’s hard for me to open an electronic account, so I legitimately demand that the casino return the money to me, the way they got it, if it’s a fair casino. I will definitely not transfer any money to them."

Thank you very much, Vytautas, for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance and try to communicate a possibility of using the original depositing payment method to withdraw your funds. However, I need to emphasize, that if it won't be possible we can't punish the casino as the variety and accessibility of payment methods are not managed by them exclusively.

I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: Vytautas, since you experience difficulties replying inside the official thread, please forward all your replies to andrej.p@casino.guru.

Dear Vytautas,

I’m sorry to hear that you’ve been experiencing difficulties trying to withdraw your funds. I’ll try my best to help you.

I would like to invite Billion Casino to this conversation.

Dear Billion Casino,

Would it be possible for Vytautas to have their winnings withdrawn via any other means of payment, and without the need to create an e-wallet account?

Hello Vytautas,

Please let us know your username and we will try to sort it out.

Julia

Additional comments from the player:

"My username is vytautas"

Dear Vytautas,

Unfortunately, the casino representative confirmed that the only viable route for you to have your winnings withdrawn is creating an e-wallet account and verifying it by making a deposit.

The casino is unable to process a withdrawal to your card as payments sent to it keep bouncing back due to an unknown issue. Since the issue is likely on the payment provider’s end, the casino can’t do much about it. This is not uncommon and suggesting an alternative payment method is a standard procedure in situations like this.

Please refer to rule 7.4 from the casino’s Terms of Service:

"We reserve the right to refuse accepting and paying through any means of payment, such as certain credit cards, personal checks, electronic wallets and any other types of payment methods. We reserve the right to credit You back using the same method as You have previously deposited with, for as long as the method so used allows."

To sum it up, if you would like to receive your winnings, you will, unfortunately, have to follow the casino’s instructions. I would recommend creating a Skrill, Neteller, or an ecoPayz account.

Additional comments from the player:

"Unfortunately, my bank does not accept payments from electronic invoices due to the prevention of money laundering."

Dear Vytautas,

Unfortunately, in some cases (and yours is likely one of them) creating a new account in another bank is needed in order to successfully process a withdrawal. Based on all information provided, it seems that there is no other option for you.

Dear Vytautas,

Have there been any new developments in your case? We are extending the timer by 7 days. Please kindly note that in case you fail to provide the required information in the given time frame, we will have to reject your complaint.

Additional comments from the player:

"I play at several casinos, if the casino cannot pay with my bank card, they do not accept my deposit and offer to open electronic accounts, billion casino accepting my deposit must ensure a refund in the same way I account in other banks, due to dishonest casino, I will not open. A billion casino needs to be disqualified for fraudulent service."

Dear Vytautas,

As I mentioned earlier, casinos can refuse payment to the payment method that has been used for depositing in cases where a withdrawal to such payment method is not possible, as stated in rule 7.4 from Terms and Conditions:

"We reserve the right to refuse accepting and paying through any means of payment, such as certain credit cards, personal checks, electronic wallets and any other types of payment methods. We reserve the right to credit You back using the same method as You have previously deposited with, for as long as the method so used allows."

Unfortunately, in your case, a withdrawal to the card you used to deposit with is, due to an uncertain issue, not possible. Therefore, if you would like to have your withdrawal successfully processed, I would suggest following the casino’s instructions. Please kindly note that in case you fail to cooperate, we will be forced to reject your complaint.

Additional comments from the player:

"Why did the billion casino not refuse to accept a deposit with a bank card to which they will not be able to refund my money as stated in clause 7.4 of the terms and conditions "We reserve the right to refuse accepting and paying through any means of payment, such as certain credit cards..."? Only scammers and fraudsters do this, and you support them."

Dear Vytautas,

Situations like this can’t always be predicted. This is not uncommon and, as I mentioned before, it looks like that in case you don’t follow the casino’s instructions, we won’t be able to help you to resolve your issue and we will have to reject your complaint.

Lastly, I’d like to assure you that we do not support scammers or fraudsters in any way. Our main goal is to help players. Normally, in order to reach any kind of agreement, all three parts (player, casino, and mediator) need to communicate closely to achieve a mutual agreement.

Dear Vytautas,

We are extending the timer by 7 days. Please note that in case you’re not willing to cooperate or you don’t reply in the given time frame, we will reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to continue resolving the issue or suggest possible solutions.

The player can reopen this complaint anytime.