The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team explained that withdrawal delays of several days or weeks were common due to KYC verification or high withdrawal volumes and advised patience while cooperating with the casino. The player decided to wait a few more days to see if the issue would resolve. The complaint was later marked as resolved by the player, and the case was closed by the Complaints Team.
BillyBets Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €447
BillyBets Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
I had a very negative experience with the BillyBets platform. After making some legitimate winnings, I requested a withdrawal, but my request has been stuck in a "processing" status for over 10 days.
I've already made successful withdrawals on this platform in the past, which makes this current 10-day hold even more incomprehensible and frustrating. Despite numerous requests via chat and constant reassurances from the operators that the process had been "expedited" and that there were no problems, the money never arrived in my crypto wallet.
To every request I make, I receive only standard, vague responses ("the finance department is working on it," "please be patient"), without ever receiving a transaction ID or concrete proof of payment. I feel cheated by a customer service team that promises solutions they never implement. I strongly advise against this platform for anyone looking for reliable payments. If your goal is to withdraw your winnings, this site doesn't offer the necessary guarantees.
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3 weeks 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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3 weeks ago
Dear Cangia,
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
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3 weeks ago
TranslationSo let's wait a few more days and see what to do....they've sent a lot of requests to expedite the process but nothing....
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2 weeks ago
TranslationAs of today, April 30th, the situation remains unchanged. Even though the request dates back to April 22nd, the withdrawal is still stuck in the "Verification in progress" phase. It's clear there are no technical issues, but rather a specific intention to hold the funds. I've already made a withdrawal in the past. I even asked in chat if I could send the documents and was told it's not necessary!
I am requesting the support team's intervention to resolve this unacceptable situation. and there is another withdrawal of 200 .... with the difference that this one had already been requested on the 16th but was then cancelled due to a problem with the provider they told me in chat....
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2 weeks ago
TranslationI would like to inform the CasinoGuru team that I have received full payment for both pending withdrawals (€247 and €200).
The problem can therefore be considered resolved. I sincerely thank you for your support and the pressure you put on the platform, without which I probably would not have received my winnings. You can proceed with closing the complaint.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Cangia,
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
