The player from Portugal had won 2100€ but faced restrictions on withdrawals, limited to 500€ per day, and a misleading 96-hour analysis period, which had extended to 96 working hours. The player's concerns were met with sarcastic responses from the VIP manager, leading to frustrations regarding the transparency and safety of the casino. The issue was resolved when the player received their winnings after further communication, although they expressed the need for improvement in the withdrawal system. The complaint was marked as 'resolved' by the Complaints Team.
BillyBets Casino - Player's withdrawal is delayed and limited.
Resolved
Our verdict
Case closed
Amount: €2,100
BillyBets Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
I won 2100€ in this casino, first, they don't let you withdraw the full amount, it's limited to 500€ per day. Secondly, they said it would take 96 hours to complete the analysis of the withdrawal, it's 96 hours today and in the chat they're already saying it's 96 working hours!!! That's an absurd amount of time to wait for money that belongs to me!!! In the chat, the VIP manager treated me sarcastically when I asked her how long it would take for the money to be sent to me, to which she replied that it takes 96 working hours and for me to count how long that was. I don't think it's a safe and transparent casino! I hope to get my money soon. The worst casino I've ever played at in terms of withdrawal difficulty
Automatic translation:
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6 months ago
Dear Mmjq,
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 the 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, please let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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5 months ago
Dear Mmjq,
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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5 months ago
Translation
Resolved! Although I think they need to improve the withdrawal system, I've already received my money
Automatic translation:
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5 months ago
Dear Mmjq,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
