The player from Switzerland is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
Billy Billion Casino - Player’s struggling to complete account verification.
Amount: €1,200
Billy Billion Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have EUR 1200.00 in my account and the casino keeps asking for other documents so that they pay me the money. Sent photos of my ID, credit card transfer, credit card, and proof of residency. Please help me
Automatic translation:
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1 year ago
Dear fabianheil1984,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?
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
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1 year ago
Translation
You could now verify me and the payment should now work. If not, I'd be more than happy to get back to you. Thank you very much for your help and have a wonderful day.
Best regards
Fabian
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1 year ago
Thank you, fabianheil1984, for the update. I'm please to see that things are moving. Please let me know when you receive your winnings.
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1 year ago
Translation
Hello Petronela,
Everything went well and I received the prize.
Thanks again for the support.
Wish you a great day.
GLG
Fabian
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fabianheil1984, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
