BillyBets Casino - Player claims that payment has been delayed.

AUDITOR NOTE: THIS COMPLAINT IS ABOUT BILLYBETS CASINO (billybets.com). WITHDRAWAL IN THE SYSTEM WAS NOT POSSIBLE DUE TO THE LICENSE FILTER.

day, I am filing a complaint against BillyBets casino for deliberately delaying my first ever withdrawal from this platform. I have been waiting for the transaction to be approved for more than a week (7 days). I have the money sent to my payment card, but in the account history the transaction is still in the status "Awaiting approval" (Pending). I have repeatedly contacted customer support via Live Chat and email. Support officially confirmed to me that my gaming account is in perfect order and does not require any identity verification (KYC). At the same time, support has repeatedly told me in recent days that my request has a "special priority" and the financial department will process it as a priority. Unfortunately, it turned out that these were lies and empty phrases aimed at stalling time. There has been no progress, the financial department has still not approved the payment and is deliberately holding the money, although it has no legitimate reason for doing so. I suspect that the casino is testing my patience and waiting for me to cancel the withdrawal and lose the money back into the game. I ask CasinoGuru for help in contacting BillyBets representatives so that my payment is immediately approved and sent to my card. Thank you for your help.

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Dear Tinka123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Tinka123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tinka123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla