The player from Australia had won $10,000 but faced numerous obstacles in withdrawing her winnings, including requests for proof of payment and a strange questionnaire after her account verification. She expressed frustration over the process and sought a resolution. The Complaints Team attempted to assist by requesting further information from her, but due to a lack of response, the complaint was closed. The player was informed that she could reopen the complaint in the future if she chose to continue communication.
Billionairespin Casino - Player faces delayed withdrawal of winnings.
Closed
Our verdict
Player stopped responding
Amount: A$10,000
Billionairespin Casino
Safety Index:Fresh casinoCase summary
Discussion
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2 months ago
Translation
Good morning,
I won $10,000 at this casino, and for the past week it's been mission impossible to get that money back.
I was first asked to verify my account with my ID, then my account was verified. I then tried to withdraw which was refused because they needed proof of payment, with credit card, account statement, proof of funds... after that, everything should be good and now I receive a very strange questionnaire that I was asked to fill out in order to validate my withdrawal.
This is my first time playing at this casino, and I wouldn't recommend it. There's no proof to get my money, but getting it back is a pain.
I see comments from other people who have experienced the same thing as me and it's not reassuring...
They find an excuse to cancel every withdrawal.
I want billionairespin to stop dragging my case out and make the payment I am owed.
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2 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the information you submitted, and the questionnaire is a common 'source of wealth' questionnaire.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- When was the last time you submitted documents to the casino for verification?
- When was the last time you received an update regarding the verification of your account or the payout?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
Hello Tomas,
Thank you for your feedback,
This is the first time I've requested a withdrawal.
They asked me last night to send them some documents (my pay slips for the last 3 months)
They check the account every time documents are approved, tell me that I can withdraw and when I try to withdraw, 24 hours later I receive a message telling me that the withdrawal is not approved because they are missing documents. It's like this every time, they ask me to justify why I made transfers to my spouse....
This is the first time I've been asked for so much information and made to struggle with a withdrawal.
They are slowing down the payment process so that I lose patience and have to replay everything...
My case is similar to Julian's on your
site.
Tomas, thank you for your help.
Sincerely
Charlotte
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2 months ago
Thanks for the explanation of the situation.
- Could you please specify how much you deposited in the casino altogether?
- When have you registered in the casino?
- Is the person cited in the email also a player in the casino?
- What was your explanation for the transactions related to the person the casino highlighted?
Please let me know.
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2 months ago
Dear Charlotte_31,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
