The player from Ireland had faced issues with a closed account at BillyBets, which held a pending withdrawal of €3000 and a remaining balance of €1300. Despite having completed verification and reaching out for support over seven weeks, he had not received a clear resolution or timeline for his funds. The complaint had been closed due to the player's lack of response to inquiries and reminders from the Complaints Team. After reopening the complaint at the player's request, it was ultimately closed again because the Complaints Team lacked the expertise to evaluate disputes related to sports betting, which was the type of betting involved in this case. The investigation and potential solutions could not proceed without further communication from the player.
BillyBets Casino - Player’s account is closed with delayed withdrawals.
Other
Amount: €4,300
BillyBets Casino
Safety Index 6.8 Above averageCase summary
hello
I’ve exhausted all normal support channels with BillyBets over the past 7 weeks.
My account was closed while holding:
€3000 pending withdrawal
€1300 remaining balance
I have completed all requested verification, contacted support repeatedly, filed external complaints, and attempted to work through my VIP manager, who is no longer responding.
I am still not receiving a clear explanation, timeline, or resolution regarding my funds.
I’m simply asking for someone internally to review the matter properly and provide a definitive update or payout timeframe.
I can provide full documentation and screenshots also. I did request my account to be closed and it took weeks for them to do so , but when they did finally close it they did so without finalising my withdrawals or sending me my balance and it’s been ongoing since
thank you
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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.
- When exactly did you submit your withdrawal request, and when exactly did you request the closure of your account?
- Have you completed the full KYC verification process at this casino?
- Have you made any successful withdrawals from this casino before?
- Has the casino specified what would happen to your remaining balance once your account is closed?
- Could you kindly clarify the reason why you requested 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 Jonnygstar1,
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.
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,
Veronika
Casino.Guru
We’ve reopened this complaint at the request of Jonnygstar1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Jonnygstar1,
- Could you please forward me the account closure request that you sent to the casino? My email address is veronika.f@casino.guru.
- Also, please forward me the emails between you and the casino customer support regarding the confiscation of your balance.
- What types of games did you play at this casino? Were they slots, live casino games, or sports betting?
- Did you accumulate your winnings with or without a bonus?
Thank you for your email and for your patience throughout the complaint process.
Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Veronika
