Billionairespin Casino - Pelaajan kotiutus viivästyy toistuvien asiakirjapyyntöjen vuoksi.

I opened my account in September and won €3,300. I completed the verification process and provided every single document requested from me. Since then, the casino has continued asking for additional documents again and again, even after I already explained my personal and medical situation multiple times.

The only issue remaining is "proof of funds," which makes absolutely no sense because I already submitted official documentation confirming that I receive a disability pension after suffering two strokes. This is my legal and legitimate source of income. I already sent this confirmation letter in November when they first requested proof of funds, and I clearly explained everything in detail.

What is deeply upsetting and unfair is that they continue repeating the same requests for months without properly explaining why my pension is supposedly not acceptable. I do not understand why I am being treated this way simply because I am disabled and receiving a pension instead of a salary.

There is no law, regulation, or casino rule stating that a player must be employed in order to gamble. A disability pension is still legitimate personal income and valid proof of funds. I am using my own money legally and responsibly. I feel like I am being unfairly discriminated against because my source of income is a pension rather than employment.

I also want to point out that under EU consumer protection principles and responsible gambling regulations, casinos are expected to conduct verification procedures fairly, transparently, and proportionally. Repeatedly requesting the exact same documents for months without giving a clear explanation creates unnecessary stress and feels like deliberate stalling of my withdrawal process.

The next updated confirmation letter for my disability pension will only be available in July. Until then, the only document that exists is the same official pension confirmation that I have already submitted many times. I cannot provide documents that simply do not exist yet.

I have fully cooperated since the beginning. I answered every request honestly, submitted all required documents, and explained my situation respectfully multiple times. Instead of resolving the issue, I keep receiving the same repeated requests over and over again.

At this point, I feel mentally exhausted, ignored, and treated unfairly. I kindly ask you to help review this because I believe my proof of funds documentation is valid and should have been accepted long ago.

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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 was the last time the casino communicated with you regarding the verification of your account?
• Have all your documents been approved during the KYC, except for your proof of funds?
• Has the casino suggested any alternative documents that you could send for the verification of your account?
• What types of games did you play at this casino to accumulate your winnings?

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

Hi Veronika,

the last time the casino contacted me was on May 11th asking for 'documents proving the origin of the funds used for the deposit, such as a payslip, proof of business ownership, a property sale, an inheritance, or a divorce settlement (from the last three months)'. 

All of my other KYC documents were already approved successfully. The only remaining issue is the proof of funds document. As I explained earlier, I suffered two strokes and I receive a disability pension. I already provided official documentation confirming this source of income. I do not have a newer document from the last three months because nothing has changed regarding my pension payments. The next updated document will only be issued in July, when my pension amount is increased.

They requested proof of income, and I provided proof of my pension income. If this document is not acceptable, then I deserve a proper explanation as to why. Instead of clearly explaining what the issue is or suggesting an alternative document that could be accepted in my situation, they continue resending the same automated message over and over again. It is frustrating.

Regarding my play , I played a slot game using my own money.

I would like a clear explanation from them:

Why my pension documentation was not accepted as proof of funds.

What specific issue exists with the document I submitted.

What exact alternative document you expect me to provide in my circumstances.

Thank you.

Thank you for the clarification. To continue with the investigation, please forward me the documents that you sent to the casino as your proof of funds, along with the most recent communication between you and the casino customer support regarding the verification of your account, at veronika.f@casino.guru. I appreciate your time and cooperation.

Hi dear Veronika, I sent you an email. Thank you.

Dear fairylady56

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, Kubo (jakub.m@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,

Veronika

Hello fairylady56,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear fairylady56,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Billionairespin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Billionairespin Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello!

We would like to clarify that withdrawals are currently not possible until the full verification process has been successfully completed, in accordance with our Terms and Conditions.

As part of the verification, we have requested source of wealth documentation. This refers to documents that demonstrate the origin of the funds used for deposits in your account, such as salary statements, proof of business ownership, property sale agreements, inheritance documentation, or similar.

Please note that the requested documentation must cover the three-month period preceding the verification request, which was submitted on 1 November 2025.

We have received a pension-related document; however, it is dated July 2025 and falls outside the required timeframe. For this reason, it was not accepted, as previously explained.

To proceed, we kindly ask you to provide documentation covering the requested period. If you are unable to supply such documents, please provide a detailed explanation along with any relevant supporting information.

Should you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

Billionairespin Casino

Dear Billionairespin Casino,

Thank you for explaining the situation in detail.

Dear fairylady56,

The casino claims that you were informed about the requirements necessary to complete the verification process. Could you please explain why you have not followed the stated instructions so far?

Would you be able to provide the requested documents?

Please note that we are not able, nor willing, to force the casino to bypass or make exceptions to its standard verification procedures. KYC verification is an essential part of casino operations, as it helps ensure regulatory compliance, prevent fraud and identity theft, protect minors, and support responsible gambling.

For these reasons, casinos are generally entitled to request identity verification before allowing withdrawals or further account activity.

Thank you for your understanding. I look forward to your response.

I respectfully disagree with the statement that I have not followed the verification instructions.

Since the beginning of this process, I have cooperated fully and submitted every document available to me. I have repeatedly explained my personal circumstances, answered all requests honestly, and provided all information requested to the best of my ability.

My disability pension is a permanent benefit. Nothing has changed regarding my pension, and therefore no newer pension confirmation currently exists. The confirmation letter I submitted is the most recent official document issued by the pension authority. I cannot provide a newer confirmation document until the authority issues one. It is simply impossible for me to submit a document that does not exist.

In addition to the pension confirmation, I provided transaction records from my Luxon account covering the requested period. These statements contain the complete transaction history for my Luxon account and show all transactions that have taken place through that account. They clearly demonstrate the movement of funds, including deposits, withdrawals, and funds received from casino winnings.

Casino winnings represent a significant part of my available funds and are clearly visible throughout the transaction history. As far as I understand, legitimate winnings received from casinos are also a valid source of funds and should not be disregarded simply because they originate from gambling activity.

To provide even greater transparency, I just now sent to both of you my MiFinity statement together with my N26 bank statement. These documents further demonstrate the flow of funds through my accounts and provide additional evidence regarding the origin of my available funds.

Taken together, the disability pension confirmation, the Luxon transaction history, the MiFinity statement, and the N26 bank statement provide a comprehensive picture of my financial situation.

For this reason, I do not understand why it is repeatedly stated that I have failed to provide the requested documentation. I have uploaded the available documents multiple times and have provided detailed explanations on numerous occasions. The issue is not a lack of cooperation on my part, but rather that I cannot provide a more recent pension confirmation when no such document currently exists.

If the documents submitted are considered insufficient, I kindly ask the casino to clearly specify exactly which alternative document would satisfy the source of funds requirement, taking into account that no newer pension confirmation currently exists. I remain fully willing to cooperate; however, I need clear guidance regarding what specific evidence is required beyond the documents and explanations that have already been provided.

I respectfully submit that I have complied with every request that it is reasonably possible for me to comply with and that I have provided all documentation currently available to me.

Dear fairylady56,

Thank you very much for providing the requested documents.

You submitted two statements. However, the first one covers the period from November 1, 2025, to November 31, 2025, while the second covers the period from March 17, 2026, to June 17, 2026. You also mentioned a Luxon statement, but I have not seen this document among the materials provided so far.

Unfortunately, none of the submitted statements cover the period specifically and clearly requested by the casino, namely "the three-month period preceding the verification request, which was submitted on 1 November 2025." Therefore, as I understand it, the casino requires proof of source of funds from August 2025 onward.

Kindly resubmit the statements for the payment methods you used to deposit funds to the casino before your winnings were accumulated.

Thank you for your understanding.