BillionVegas Casino - Player’s refund has been delayed.

 I was lost £1000 on this site and on Richking casino.it's the same provider the same customer support everything is the same.played a lot of games without any win.when i catch free spins at game i never won any price.deposit after deposit lost money.customer support is very bad.they don't respond or close chat before i can explain what's happen.i'm wait for refund ready 2months.i was ask for reverse deposit's they do this but after 1hour they take money back and send me message that because of policy i need to wait 6months for refund.i send a lot of email but they never respond .please help.case reference number:(Ticket ID - 1074416)

Dear Angsb11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been successfully verified in the past? Was your active balance, at the time of account closure, deposited funds only or accumulated winnings? Have you been specifically promised to receive a refund? Why the refund was requested?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

My account is not closed because of my complain 25/8/2022.they check my account i send them all document that they needed.email from Billionvegas:Hello again Angelika,

We have submitted your redund request and it has been accepted.

Please be informed that we will initiate it during this week, you should expect to see the deposits back to your account within the next 180 days, according to our payment provider's refund policy.

We would be happy to assist you with any questions you might have.

Regards,

Louis | Customer Support-30/8/2022

My cimplain25/08/2022

Angelika S******

Aug 25, 2022, 23:01 GMT+3

I demand refund money!!!your site is cheaters and one big scam!!!i lost a lot of money and not won nothing!!!!deposited on both your soye billionvegas and richking and lost lot of money!!!playing lot of games and catch free spin on only one and won 2 pence!!!after lost £200!!!!are you lost your mind how you can cheting people like that!!!!it's unbelievable!!!!!

Angsb11

19.02.1985

18cedar avenue OL104TN HEYWOOD

Re: Re: Withdrawal and Account Security (Ticket ID - 1074416) (Ticket ID - 1167092)

BillionVegas

To

Angelika S******

13 Oct at 04:09

##- Please type your reply above this line -##

Ben (...)

Oct 13, 2022, 06:09 GMT+3

Hello Angelika,

We have submitted your refund request and it has been accepted.

You should expect to see the deposits back in your account within the next 180 days, according to our payment provider's refund policy.

We would be happy to assist you with any questions you might have.

Regards,

Ben | Customer Support

Angelika S******

Oct 10, 2022, 14:49 GMT+3

This is a follow-up to your previous request #1074416 "Withdrawal and Account Secu..."

I was make complaint against two of your site Bilionvegas and Ritchcasino.on both site i was lost more than £1000 at one day.deposit after deposot was withouye even small win no mater what game i was playing.from Bilionvegas i'm ready wait for my money.about2 months.waiting time for rafund can take or my not 180days.i'm not millionaire i have two kids a lot of bils to pay and i lost my job at last months.it can be nice if you send my money quicker.i fo not understand reason that you keep my money for 180days!!From Ritchking i do not received any response .they ignored my emails but my account is blocked.i have enogh of that how you treat people!!!you are a thiefs and scammers!!!£1000it's a lot of money!!i will make complain at Gambling Comission.you robbimer people and take piss off about complain!when i was made deposit you take money in one day but when you need pay back it's take 180days!?it's unbelievable how this site's work!!!Give me money back!!!i do not think to waitomg any longer

Dear Angsb11,

Could you please forward the original emails to petronela.k@casino.guru?

Yes of course

e-mails have been sent

Thank you very much, Angsb11, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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

Hello Angsb11,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and would like to invite BillionVegas Casino to join the conversation and participate in the resolution of this complaint.

Dear BillionVegas Casino,

Could you please explain in more detail why the player's refund request should take as much as 180 days?

Thank you.

Best wishes,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Angsb11,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas