Billionairespin Casino - Player’s account is closed without clear reason.

My casino account is not verified because casino repeatedly was rejecting provided documents without naming exact reason. Finally they decided to close my account with winning on the balance according to administrative decision. However account is still active and money is on balance.

I would like to get exact reason of the decision about closing my account and what is wrong with the documents that I provided. I'd like to complete verification process.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you have sent to the casino for verification?
• Have any of your documents been approved during KYC, or were all of them declined?
• What types of games did you play?
• Have you made any successful withdrawals from this casino before?
• When was the last time you communicated with the casino regarding the verification or the closure of your account?

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

Best regards,

Veronika

Dear Veronika,

Thank you for your reply.

Please find answers to your questions below:

• I uploaded my ID, proof of deposit, bank statement and salary payslips.
• ID and proof of deposit were accepted. The bank statement and payslips were disapproved.
• I play slots.
• I've never had any withdrawal from casino before. It was my first winning.
• In July after casino announced that they decided to close my account I didn't contact them. But I found that account was not closed and amount is on balance.

I need to know if the decision of account closure is because of verification or any other reason.

Please forward me the email you received from the casino regarding the decision to close your account at veronika.f@casino.guru. Kindly include the documents you sent to the casino for verification as well.

When was the last time you logged into your casino account? Have you tried withdrawing the remaining balance you have in your account?

Dear Veronika,

I forwarded the email received from the casino and my documents.

I logged in today and account is still active. I didn't try to withdraw the balance because I am affraid that casino will confiscate the winning.

Thank you very much, Pulina, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Pulina for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Billionairespin Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello!

We would like to inform you that the account is not closed and all the funds are still in the account. We apologize for the earlier email you received informing you of this information.

Additionally, the verification process is still ongoing. The required documents consist of Source of Wealth documentation, screenshots of your Bybit account "Identity verification page", and answering a quick Source of Wealth questionnaire.

The provided documents are currently under review, but we still await your answers from the questionnaire. We have resent the email with all the questions. Please reply to the same email with your answers, and it will be sent to the dedicated team to proceed.

Thank you for your understanding. If you have additional questions, please let us know.

Best regards,

Billionairespin Casino

Dear casino team,

I am glad to inform you that I replied to the questionnaire by email.

Regards,

Erika

Dear Pulina,

Thank you for providing answers to the questionnaire.

To proceed, please provide a document such as a bank statement showing payments to the crypto exchange, or any other document that verifies the payments received in your crypto wallet.

Please upload the documents to your profile on the casino website so they can be reviewed as quickly as possible.

Thank you for your understanding. If you have additional questions or need assistance, please let us know.

Best regards,

Billionairespin Casino

Dear Casino Team,

The payments I receive to my Binance crypto wallet are casino winnings as I use it as a payment method for gambling.

Best regards

Erika

Dear Pulina,

Thank you for the information provided. In this instance, could you please supply receipts for your casino winnings that are transferred to your cryptocurrency wallet? Alternatively, you may contact the relevant casino’s support team to obtain the required documents if they are not accessible through your profile.

Thank you for your understanding. Should you have any further questions, please do not hesitate to contact us.

Best regards,

Billionairespin Casino

Dear Casino Team,

I can provide screenshots of winnings from casino profiles. Please let me know how many transactions or exactly for which period should I provide them?

Dear Pulina,

We would like to inform you that the requested documentation should cover a period of three months and include the timeframe during which your deposits to the casino were made.  

As your deposits were made in June, please provide documentation covering your winnings for April, May, and June.  

If you have any questions or require further assistance, please do not hesitate to contact us.

Best regards,

Billionairespin Casino

Hello,

I sent an email with screenshots of completed withdrawals from casinos for the requested period.

Hello Pulina,

We would like to inform you that the documentation provided for casino winnings is acceptable as proof of replenishment. However, we kindly require additional information to connect these winnings to your wallet.

Specifically, we request a transaction history statement for your cryptocurrency wallet covering the months of May and June. We acknowledge that you have recently uploaded a document, which is currently under review. We will update you as quickly as possible once the review is complete.

Thank you for your understanding and cooperation. If you have any further questions, please let us know.

Best regards,

Billionairespin Casino

Dear Pulina,

The document was rejected because its authenticity could not be verified. Could you please provide us with the original document in PDF format? Kindly download the document directly from your app or contact your wallet support team to receive the required document.

Thank you for your understanding. If you have any additional questions, please do not hesitate to let us know.

Best regards,

Billionairespin Casino

Dear Casino Team,

It is only possible to download original document in CSV format, which I already provided. The wallet support doesn't share email address but it was possible to contact them in live chat. Unfortunatelly I couldn't get any help from them. This is what they replied:" If you require your transactions in PDF, you can use a spreadsheet program (like Excel or Google Sheets) to open the CSV file and then "Save As" or "Export" the document as a PDF from there."

Please find screenshot also.

Dear Pulina,

Thank you for the information provided. The document was also rejected for additional reasons. Specifically, it does not display a date, and the TX ID has been cut, making it impossible to identify the transactions.

For compliance with verification requirements, the document must clearly show the relevant date and the complete transaction ID.

Could you please provide documentation where these details are visible? If you have any questions, please let us know. Thank you for your understanding..

Best regards,

Billionairespin Casino

Hello,

I shared to casino email the original CSV file downloaded from my Bybit crypto wallet where you can find TxID and all necessary information. As I already mentioned this crypto wallet doesn't provide any other type of document.

Dear Pulina,

Could you please provide screenshots directly from your Bybit account’s transaction history covering the period from May to June, inclusive? Each screenshot should clearly show the date of each transaction along with the full transaction ID by displaying the transaction details.

If it is not possible to upload all the screenshots in the verification tab, kindly send them to our email at support@billionairespin.com with the subject "CasinoGuru." Your documents will then be forwarded to the dedicated team for review.

If you have any questions or need further assistance, please feel free to contact us.

Best regards,

Billionairespin Casino

Dear Pulina,

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.

Hello,

There are 2 options in Bybit to show transactions. One is All transactions, where TxID is not shown and it is not possible to show transactions older than 90 days, so this version doesn't work for us. Please see the screenshot

With another option History it is possible to show separately Deposits and Withdrawals but TxID is partialy covered here. It is possible to show only few first and last symbols of the whole ID. Please see the screenshots:

Please let me know if you would like me to send such screenshots of Deposit History and withdrawal History separately ?

Dear Pulina,

Please download and send us an account statement in PDF format for the period May - June.​

Here is a detailed article from Bybit explaining how to export your account data:​

https://www.bybit.com/en/help-center/article/How-to-Self-Export-Account-Data

Once you receive the document, please upload it directly to your verification page or send it by email to support@billionairespin.com with the subject line "CasinoGuru", and it will be forwarded to the responsible team for review.​

Thank you for your understanding and cooperation.

Best regards,

Billionairespin Casino

Dear Casino Team,

I've tried all possible options on the Bybit platform. The document you sent a link to is different and does not contain transaction history. It's an account statement, showing only the turnover for the requested period. I'm sending it by email; please check it.

Believe me, I want to collaborate too, and it's not in my interests to hide or not send the correct documents. However, I can't do anything because this crypto wallet doesn't provide a transaction history in PDF format.

Dear Pulina,

Thank you for submitting the documents.

We would like to clarify that the requested documentation serves the purpose of connecting your withdrawals from other casinos as the source of funds for the deposits made to our platform. CSV files cannot be accepted, as they do not constitute official documentation.

​

In this regard, could you please identify only the withdrawals from your crypto wallet, click on the "Details" button for each, and provide us with screenshots of these details? Additionally, if possible, please check whether the withdrawal history of the relevant casinos displays further information, such as transaction hash codes or the destination crypto wallet address to which the funds were sent, and provide screenshots of this as well.

​

Thank you for your cooperation. If you have any further questions or require assistance in obtaining this documentation, please let us know.

Best regards,

Billionairespin Casino

Hello,

Sorry for the clarification, but between May 1 and June 30, approximately 200 withdrawals were made from my cryptocurrency wallet. Would you like me to send detailed screenshots of all these transactions?

Dear Pulina,

We would like to clarify our documentation requirements for your withdrawals. For winnings originating from other casinos, please provide full transaction details to verify that the funds were paid to this specific account. Additionally, you may also submit screenshots from those casinos displaying hash codes or wallet address.

For all other transactions, please provide screenshots covering the period from May to June only.

Best regards,

Billionairespin Casino

Dear Pulina,

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.

Hello,

I shared by email screenshots of successful withdrawals of my winnings from several casinos, as well as screenshots from my crypto walletconfirming that I really received the amount. Please review them.

Please note that approximately 300 transactions were completed between May and June, and it is physically impossible to provide screenshots of every transaction.

Dear Pulina,

Apologies for the delayed response. We would like to inform you that your most recent and previous documents regarding your Source of Funds have been reviewed and successfully accepted.

To proceed with the verification process, we kindly ask you to provide a bank statement for the months of May and June, showing the salary deposits corresponding to the payslips you have already submitted. This will allow us to finalize your Source of Wealth verification.

You may send the requested document as a reply to one of our previous emails or directly to support@billionairespin.com with the subject line "CasinoGuru." The document will then be forwarded to the dedicated verification team for review.

Should you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

Billionairespin Casino

Dear KYC Team,

Please take note that in Peru, salary payments are commonly made in cash, and payslips explicitly reflect cash-based remuneration.

Accordingly, the payslips I have provided do correspond to my salary, which was paid in cash, and they should be assessed with this local practice in mind.

I trust this clarifies the matter and expect this information to be duly taken into account during your review.

Dear Pulina,

Thank you for the provided clarification. In this case, to proceed with the verification, we kindly ask you to provide screenshots from your cryptocurrency wallet account, showing only incoming and deposit transactions for the period from May to July.

Please note that you previously provided similar screenshot, but some key details were missing.

When taking the screenshots, please ensure that the following requirements are met:

• The transaction filter is set to display only incoming or deposit transactions
• The visible transaction history covers the period from May to July
• The email mask is visible in the top right by moving the mouse cursor over it.

Once the requested screenshots are provided, they will be reviewed as quickly as possible.

Thank you for your cooperation!

Best regards,

Billionairespin Casino

Dear Pulina,

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.

Hello,

I sent screenshots of income transactions of May-June to the casino email.

I took screenshots with email visible as you requested but it was possible to show on the half of page, as I scrolled down to show rest of transactions the header lines and functional tabs were not visible.

My apologies but casino request such things that technically is not possible to do. I did as I could.

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.