The player from Portugal encountered repeated delays in receiving her withdrawal from the casino, despite having completed multiple verification processes, including ID verification and proof of funds. After successfully withdrawing funds, the casino continued to request additional documents, specifically a bank statement for the last 90 days to justify her Skrill deposits, which she found unreasonable and impossible to provide. Throughout the process, the casino insisted on compliance with Anti-Money Laundering regulations, leading to ongoing requests for documentation that the player believed were irrelevant to her account. Ultimately, after more than a month of waiting, the player canceled her withdrawal and continued playing, resulting in a loss of her balance. The complaint was subsequently rejected due to the account balance being zero.
Billionairespin Casino - Player’s withdrawal has been delayed and requested documents are excessive.
Other
Amount: €730
Billionairespin Casino
Safety Index:Above averageCase summary
Translation
This casino won't pay me the withdrawal and does everything to delay the decision to pay. I registered about 2 months ago at this casino and verified my account with everything, ID card, selfie and proof of payment from skrill. I played normally, without bonuses and made two successful withdrawals.
On April 30th I made a withdrawal request and then the problems started. This casino has asked me again for new verification documents and is doing everything to ensure that my account is not verified and that I don't receive the money. First they asked for proof of funds, something no casino has ever asked me for, but I sent it and my account was verified. I thought I was going to receive my withdrawal but after a few more days they remembered to ask again to verify my skrill account with a statement of all the transactions from the last 90 days! I sent it and the account was again verified ! I thought that this time the withdrawal would be paid and what a surprise when they now ask for a new document !!! Now they're asking for a bank statement for the last 90 days to prove all my deposits with Skrill !!! What do you mean you want me to prove all my Skrill deposits? Who is the casino to have the right to want to know how I deposit with skrill and all the proof? I have dozens of deposits at skrill, many of them are payments from other casinos... even ATM deposits, are made from several accounts or even by card, paysafecard, crypto... it is impossible to prove all skrill deposits and a casino has no power by law to make such a request !!! They asked me and they have the money to ask for all the proofs of how I deposited by skrill in the casino and I sent them. Now that they've seen that everything was all right, they're making a ridiculous request to see if they can get out of paying me the withdrawal!
Dear Mary412,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Has the casino requested any other documents that you haven't provided yet?
- Is there a reason provided by the casino as to why they are requesting these additional documents?
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,
Kristina
TranslationGood morning,
I have already sent as described :
-citizen card and selfie / proof of skrill deposit / proof of funds (source of income) / statement of all my skrill transactions in the last 90 days
all these documents have been sent and approved.
now they've asked me to send proof of all the deposits I've made with skrill? Who is the casino and what right do they have to ask me to prove deposits with a company that is not theirs? If anyone should ask me to justify the deposits I make with skrill, it's skrill.
I remind you that the casino is not asking me to prove the deposits I've made in the casino, they've already asked for that and I've already sent it and it's been approved. The casino is asking me to prove the deposits I made with skrill, and that's illegal!
of course I can't prove all the deposits I've made with skrill, most of the time the money I have in skrill comes from casino deposits and withdrawals. Many of the deposits I make at skrill are by ATM etc. They want a bank statement to prove all the deposits I've made at skrill and that's illegal because it has nothing to do with the casino.
The casino has given no justification for this behavior. Out of the blue they stopped approving my withdrawals and started with these additional requests for documents and since I sent everything they asked for, they're trying to ask for documents so that I can't verify my account.
TranslationI submitted all the documents requested by the casino again and the documents were approved. My account has been verified for the 5th time! And yet, despite having the account verified again, they won't pay out the withdrawal. Now they're going to wait a few more days and ask me again for another document, or even a repeated document just to delay and never pay me! Unbelievable! The casino won't even give me a reason, they just say they're doing additional checks and constantly postpone my withdrawal.
Thank you very much for your reply, Mary412. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hi Kristina I have sent you all documents you asked.
you will see my account fully verified with 5 or more documents sent and still I am not receiving my bonus
Now casino is making me questions about money that I have in my account .. and about my house credit with bank .. who are they to ask those type of questions ?? It s more difficult to withdraw from casino than asking for a credit with a bank.. this is unbelievable
Thank you very much, Mary412, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Mary412,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Billionairespin Casino representative to join this conversation.
Dear Billionairespin Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Hello!
We are writing to inform you that we are still awaiting the necessary documentation required to proceed with the verification process.
Please note that this procedure is in full compliance with our Anti-Money Laundering (AML) policy.
According to the information associated with your Skrill account, it appears that you have received payments via the Multibanco payment system, and those funds were subsequently used for deposits.
To move forward, we kindly ask you to provide payment receipts or screenshots clearly showing these transactions.
We understand your concerns regarding the transfer of personal information and wish to assure you that the security and confidentiality of your data are of the utmost importance to us. All information submitted is handled with strict adherence to applicable data protection regulations.
We would also like to remind you that such documentation requests are standard industry practice. As per Maltese law and the Prevention of Money Laundering Act, we are legally obliged to conduct these checks to ensure compliance with regulatory requirements.
We appreciate your understanding and cooperation in this matter. Please be advised that if you choose not to proceed with the verification process, we will regrettably be unable to resolve the situation without the required documentation.
Thank you for your attention, and we look forward to your prompt response so that we may bring this matter to a swift resolution.
Best regards,
Billionairespin Casino
Dear Mary412,
Could you please inform me, when you will be able to provide the requested document?
Thank you.
TranslationGood afternoon, I have already provided all the requested documents as I sent them to you and the account has been verified.
Now the casino is asking not for proof of deposit in the casino, but for proof of deposit in skrill, which is a company that does not concern the casino. If anyone can ask me to prove the money I've deposited at skrill, it's that company... I've deposited at skrill in various ways, by ATM, by crypto, by money I've received from other casinos... this has nothing to do with the casino and if anyone has to ask about these deposits, it's skrill... how do they want me to show dozens of ATM deposits at skrill (I repeat, at skrill and not at the casino)? Those are payments by ATM reference that are paid by anyone to any account/bank... the casino has nothing to do and has no right to ask for documents that do not concern their casino but skrill... I repeat, I have already verified my deposits in the casino 3 times through skrill... now the casino cannot ask me to verify the deposits in skrill because it is something that only concerns skrill.
this casino has already asked me for verification 6 times and has asked for all kinds of documents. It's clear that it's acting in bad faith and that it's doing everything it can not to pay me. He's even asked me about my mortgage. SMS never even justified why he was doing it. I doubt that all the users of this casino have to check their account so many times in 2 months... at the moment the account is completely verified and yet I haven't received the money for 1 month.
Dear Mary412,
Please understand that the requested information is vital for the casino to ensure the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations are typically mandated by the Licensing Authority for the Gaming and Gambling Industry, and all licensed casinos must adhere to these policies. While the casino's verification process may seem stringent, it is not uncommon within the industry.
In Billionairespins's AML policy, which the player has to agree with, is mentioned, that
3.3. Users must provide all information to the Company which we reasonably require in order to adhere to jurisdictional requirements and to manage money-laundering or financing of terrorism and economic and trade sanctions risk, or to comply with any laws or regulations in any jurisdiction.
Please notify me, when you will be able to provide the requested document.
Thank you for your understanding.
Translationyou can close this subject. After more than a month of waiting, I canceled the withdrawal and continued playing. I lost everything on the slots. The casino got what it wanted and the casino guru does nothing to protect the players.
Thank you for your reply, Mary412.
Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.
I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Kind regards,
Mirka
Casino.Guru
