The player from Italy encountered issues with his account being closed during a withdrawal, resulting in his winnings being confiscated without explanation. The player reported that his account was closed on September 12th after a withdrawal review, despite having passed the KYC process. Communication with the Complaints Team was limited due to a lack of response from the player, leading to the closure of the complaint. The Complaints Team remained open to assist if the player decided to resume communication in the future.
Billionairespin Casino - Player's account is closed during withdrawal.
Closed
Our verdict
Player stopped responding
Amount: €55
Billionairespin Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
Account closed during withdrawal and winnings withdrawn without explanation
Automatic translation:
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5 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Billionairespin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- When did the casino close your account?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Important Notice:
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Stay safe.
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5 months ago
TranslationI played a total of about €180 on the classic casino roulette (minimum amount to withdraw)
Billionaires closed my account on September 12th after a withdrawal review that lasted about 7 days.
Before losing my account I passed the KYC during the withdrawal phase
I didn't unlock the bonus, in fact I deposited €60 and wanted to withdraw €55
Automatic translation:
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5 months ago
Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.
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5 months ago
Dear Jack13,
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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5 months 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,
Natalia
Casino.Guru
