BillyBets Casino - Player's withdrawal is delayed due to bonus claim.

Casino offered 33% bonus via email and they clearly say in the email that maximum win with the bonus is 1500e. When i fulfilled the whole wager thet chanced my money to 333e even when i had 1600 euros after the wager was fulfilled. Now they try to say that with that specific promotion the maximum win is 5x bonus amount, but in the email it clearly says 1500 euros. They try to change the rules after win, or they are misleading in the email as it clearly says max win with this bonus is 1500 and it doesnt say anywhere that the max win is 5x b.

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Dear Mikkolaitala,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

I have reviewed the bonus policy, and this is what I found:

"The maximum amount that can be released from the bonus is equal to five (5) times the initial bonus amount.

For example, the maximum amount credited to the real balance from a

10 EUR / 45 PLN / 100 NOK / 15 AUD / 60 BRL / 15 CAD / CHF 11 / 250 CZK / 20 NZD / 10 USD / 160 ZAR / 250 PEN / 10,000 CLP / 800 INR / 210 MXN / 4,000 HUF bonus would be

50 EUR / 225 PLN / 500 NOK / 75 AUD / 300 BRL / 75 CAD / CHF 55 / 1,250 CZK / 100 NZD / 50 USD / 800 ZAR / 1,250 PEN / 50,000 CLP / 4,000 INR / 1,050 MXN / 20,000 HUF."

To clarify the case further, could you please provide answers to the following questions:

• Has the casino blocked your account, or is it still accessible?
• Have you activated any bonuses at BillyBets Casino previously, or have you used similar offers in the past?
• Do you have any additional evidence, such as screenshots or communication records, that could help clarify the case?

I hope we will be able to help you resolve this issue as soon as possible. I look forward to your reply.

Best regards,

Petra

Hei,

I have used ther bonuses earlier and no sich a maximun win has been applied. Also where does it says like that in tje bonus rules? If i got to terms and conditions and section 7 which is bonus rules, there is no such a rule for deposit bonuses. The only rule there is, is for NO-deposit bonuses and that says for no-deposit bonuses its maximum 5x bonus.

Thank you for your reply and for providing the previous details, Mikkolaitala.

• Do you have any other evidence showing that the maximum win limit provided to you earlier was misinterpreted, and could you clarify what the casino’s current claims are regarding this matter?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

here is picture where their complaint teams agreeds to pay le the refund. But adter that they srarted to ignore my messages and i havent heard from them. They paid that 330e on 1.2.2026 and told me in the message that they would refund me the missing amount after the withdrawal is done. But no answer anymore for a week

Dear Mikkolaitala

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you Mikkolaitala for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BillyBets Casino for their help in resolving this complaint. We would like to know what the issue is with the bonus and what we can do to help the player receive their winnings.

Thank you!

Hello everyone!

Dear Mikkolaitala,

Thank you so much for your patience.

We would like to kindly inform you that rest of the amount of 1170 EUR has been added to your account.

Best regards,

BillyBets Casino Team

Thank you for the update BillyBets Casino representative.

Dear Mikkolaitala, let us know if this has resolved your issue or if you require any further assistance. Thank you!

But i still cant withdraw those money. Billybets has added some.kind of wager on the money. Even when i have already wagered 12000 euros with the original depositi made for this... They added extra wager on the amount they refunded to my account..

Thank you for the update Mikkolaitala.

Dear BillyBets Casino representative, could you clarify why a wager requirement has been added to the restored funds if the player has already wagered the amount prior to the confiscation of the winnings? Thank you in advance for your response!

Dear all,

Thank you for your patience.

We kindly inform you that we are checking the matter and we will have updates for you as soon as possible.

Thank you for your understanding.

Best regards,

BillyBets Casino Team

Dear Mikkolaitala,

Thank you for your patience.

We are writing to notify you that your manual withdrawal has been completed successfully.

Best regards,

BillyBets Casino Team

Thank you very much for the update BillyBets Casino representative.

Dear Mikkolaitala, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Tjhank yoy guru. Thet have noe paid me after all these weeks. Without the help of casinoguru, i guess they would have never paid me the amount they owed me.

Dear Mikkolaitala,

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,
Peter
Casino.Guru

We’ve reopened this complaint at the request of Mikkolaitala. We received the following message:

The casino has done it again. When you closed the complaibt they suddenly closed all my withdrawal methods eithout any notification to me. Now i cant withdraw money from the casino but they left the "deposit" option open.

Here is pictures where you can see thet paid me withdraws first easily, and suddenly cancelled my new withsrawal and now the withdrawal is closed by the operator!!

Dear BillyBets Casino representative, can you let us know what the issue is and why the player is prevented from withdrawal? Thank you in advance!

Dear all,

We would like to kindly inform you that we are investigating the issue with our relevant team. We will have updates for you the soonest.

Thank you for your patience and understanding.

Best regards,

BillyBets Casino Team

Dear Mikkolaitala,

Thank you for your patience.

After information that we had from the relevant team, verification will be needed for your account.

We will inform you at the nearest time regarding the documents needed to provide to us.

Thank you so much for your understanding.

Best regards,

BillyBets Team

Dear Mikkolaitala,

Thank you for your patience on the matter.

We kindly inform you that you may check about the request documents for the verification of your account to the verification tab of your profile.

If you have any questions regarding the documents needed, you may kindly inform us.

Thank you for your cooperation.

Best regards,

BillyBets Team

Dear Mikkolaitala,

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,

Peter