The player from Finland had been unable to withdraw his winnings of 8414€ for two weeks, despite having submitted all required KYC documents that were verified. Attempts to withdraw resulted in an error, and customer support had indicated that he had to wait for further email instructions. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The player retained the option to reopen the complaint by resuming communication.
BillyBets Casino - Player is facing withdrawal issues.
Closed
Our verdict
Player stopped responding
Amount: €8,414
BillyBets Casino
Safety Index 6.7 Above averageCase summary
Discussion
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1 month ago
Hi.
I won a lot of money during my gaming session in 9/5/26. I played mostly live table games and now my balance is up to total of 8414€. I have sent every KYC they have asked and they also confirmed that my documents have been verified.
I cannot make a withdrawal, it ends up in an error. Customer support says I will have to wait for some email. I have been waiting for 2 weeks. I have not been able to make a single withdrawal of my 8414€ balance.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated 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,
Attila
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1 month ago
Dear scapeartist,
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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1 month 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,
Attila
Casino.Guru
