The player from Germany had a verified account but faced issues withdrawing €800 in winnings, as the casino requested proof of his €250 deposit made with a now-deleted digital credit card. Despite providing alternative documentation, such as a screenshot from Google Wallet and Klarna’s invoice, his withdrawal was rejected, and his account was blocked while he could still see his funds. After further communication and assistance from the Complaints Team, the casino finally verified his account and processed the withdrawal, which he successfully received. However, the casino subsequently closed his account due to a management decision. The issue was marked as resolved by the Complaints Team as the winnings have been received.
Billionairespin Casino - Player's withdrawal is delayed due to account restrictions.
Resolved
Our verdict
Case closed
Amount: €800
Billionairespin Casino
Safety Index:Above averageCase summary
Discussion
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5 months ago
Translation
My account has been verified and I paid €250 with a digital credit card and the casino accepted my deposit. Then I won €800 and unfortunately my withdrawal was rejected because the casino wants proof of my deposit. I can no longer prove that I have a visa because it has been deleted. I have written to customer service a thousand times to find a solution, but people want a photo of this card. I have uploaded a screenshot of my Google wallet and the invoice from Klarna, but it is not accepted.
I called and wrote to Klarna asking for proof or confirmation, but they didn't respond. They just told me the invoice was enough and that the card had been deleted and now my account is blocked, but I can log in and see my money.
Best regards
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you, could you please provide more details by answering the following questions:
- Can you confirm if you have received any specific messages from the casino regarding your account being blocked?
- Have you tried alternative methods to verify your deposit, aside from the screenshots you mentioned?
- Have you received any other requests or requirements from the casino that might help resolve the issue?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
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5 months ago
Translation
Dear Ladies and Gentlemen,
Thank you for your message,
I haven't received an email from the casino about my account being blocked. I asked customer service and there was no answer. I tried again and again to find other solutions but Cadino didn't accept any of them. I sent a screenshot of my contact with my bank to customer service and it says that it is impossible to prove that I have this digital credit card because it was deleted straight away. I have sent all emails between me and my bank to the casino and I explained that my bank said the invoice is proof that the money belongs to me. I have already sent Cadino a screenshot of my salary bank account to show that I am working and that I am getting my money.
I tried everything possible to find a solution, but unfortunately the casino blocked my account for no reason and kept my money.
Best regards
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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 [email protected]? Alternatively, you can post it here. Thank you in advance.
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4 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.
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4 months ago
Hello H.M77,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help somehow. Please forward me all the documents you have provided to the casino in this regard, as well as all the emails from your bank regarding the disputed temporary credit card, to [email protected]
We would like to invite Billionairespin Casino to join the conversation.
Dear Billionairespin Casino,
Can you please provide clarification on why the documents the player has provided you in regard to the temporary credit card ending with 7836 are not deemed sufficient?
Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via MS Teams or at [email protected]
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4 months ago
Translation
Hello Michael
Yesterday I contacted the Casino Billionairespin again and I sent an invoice from my bank with all the necessary information, including the number of the one-time credit card and the date of order and everything, but the Casino has again rejected my payment. The Casino wants a photo of both sides of the one-time virtual debit card and that is not possible, my Bank explained.
The casino simply doesn't want to pay out my money. Despite this, I have sent proof of salary and invoices and everything, but unfortunately this casino does not have a German license and today I found something strange. Other websites with online casinos have the same address as Billionairespin but a different name, SAVA SPIN, and I find that really strange.
I went to see my lawyer and he told me that this wasn't my first time. Unfortunately, you have to be careful, but this was my first experience with this kind of online game and it was unfortunately very bad.
Lg
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4 months ago
Dear H.M77
Thank you for your response. If you have not done so yet, please forward me all the documents you have provided to the casino in this regard, as well as all the emails from your bank regarding the disputed temporary credit card, to [email protected]
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4 months ago
Hello H.M77,
We are pleased to inform you that your account has been successfully verified following the submission of the requested documents. As confirmed through our internal communication, you have been notified of this and we can also see that you have already requested a withdrawal.
As outlined in our Terms and Conditions, once a withdrawal is processed, it may take up to 5 banking days to be credited to your account via bank transfer.
Thank you for your cooperation and understanding.
Best regards,
Billionairespin Casino
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4 months ago
Translation
Hello, Michael,
Thank you for your help,
Today the casino finally wrote to me and explained to me that I can withdraw my money,
I say again many thanks for you and for Casino GURU Team
I also have to say that Casino Billionairespin has finally responded and I think that's good. I'm now waiting for my money.
My casino account is still blocked, but that's ok and maybe it will be reactivated after a payout.
Thank you very much again.
Lg
HM
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4 months ago
I appreciate everyone's feedback. It is reassuring to know that the situation has been clarified, allowing us to progress towards a positive resolution.
Dear H.M77,
Please let me know once you receive the withdrawal. As mentioned by the casino team above, it could take up to 5 days to arrive, so please be patient. I trust your case will have a happy ending.
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4 months ago
Translation
Hello Michael,
I received my money today, thank you very much for your help,
Unfortunately the casino has closed my account due to management decision,
I have to say the customer service is really great but it took management a long time to make a decision.
Thanks again to the whole Guru team.
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4 months ago
Dear H.M77,
I understand that the closure of your account may be somewhat disappointing, but since every casino operates as a private entity, they have the right to close any player account at their discretion, provided that all financial obligations are met. Nevertheless, I am pleased that our assistance contributed to resolving the issue and that you have received your winnings.
We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
