BillyBets Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

Good morning,

I am writing to you with a complaint about the Billybets online casino, which has been preventing me from completing the verification process required to withdraw funds for more than 3 weeks.

I have uploaded all the required documents as instructed by the casino. They have accepted most of them, however they have repeatedly asked me for a new document regarding my bank account transaction history – specifically proof of the origin of funds or assets. I have repeatedly sent them the required documents as instructed, but each time they have been rejected – often for inaccurate, unsubstantiated, or completely false reasons.

For example, they mention an alleged inappropriate format, inauthenticity of the document, wrong time period, or missing information – even though I always took great care to ensure that the document met their specifications.

I contacted customer service several times – both via chat and email – and asked for a more detailed explanation. However, the answers were repetitive and non-specific, often even giving incorrect information (e.g. that a certain period was missing, which I had correctly documented). I can prove everything with screenshots of the communication.

The specific problem now concerns the request to provide the transaction history of my bank account (ČS) used to top up my second account held at Raiffeisen Bank, from which I made a deposit to the casino. They want the transactions to be for the period 25. 4. - 25. 5. 2025, while the top-up from 21. 5. 2025 must be visible.

I again sent them an official statement in PDF format directly from the bank, which contained all the required information – date, transaction, account number. However, the document was rejected without any specific justification.

I think the problem may be that I cannot provide proof of regular income (I am a student and unemployed), but according to their terms and conditions, the origin of the funds can also be proven by, for example, a payout from another casino. So I sent a confirmation of the payout of the winnings from the Chance bookmaker, which also contained the requested information. Again, without any specific feedback.

The whole situation is very exhausting for me and I don't know how to proceed, especially considering that there is a significant amount to withdraw. I would greatly appreciate your help in resolving this situation.

I am ready to provide all necessary documents and cooperate fully. Thank you for your understanding and helpfulness.

Dobrý den,

obracím se na Vás se stížností na online casino Billybets, které mi již více než 3 týdny neumožňuje dokončit ověřovací proces potřebný pro výběr finančních prostředků.

Veškeré požadované dokumenty jsem podle pokynů casina nahrál. Většinu z nich akceptovali, nicméně opakovaně po mně vyžadují nový dokument týkající se transakční historie mého bankovního účtu – konkrétně se jedná o doklad o původu financí či majetku. Opakovaně jsem jim zasílal požadované podklady dle jejich instrukcí, ale pokaždé byly zamítnuty – často z nepřesných, neodůvodněných, nebo zcela nepravdivých důvodů.

Uvádějí například údajný nevhodný formát, neautenticitu dokumentu, špatné časové období, nebo chybějící informace – přestože jsem si vždy dal maximálně záležet, aby dokument odpovídal jejich specifikacím.

Zákaznický servis jsem kontaktoval několikrát – jak přes chat, tak e-mailem – a žádal podrobnější vysvětlení. Odpovědi však byly opakující se a nekonkrétní, mnohdy dokonce uváděli nesprávné informace (např. že chybí určité období, které jsem přitom doložil správně). Vše mohu doložit screenshoty komunikace.

Konkrétní problém se nyní týká požadavku na doložení transakční historie svého bankovního účtu (ČS) použitého k dobití peněz mého druhého účtu vedeného u Raiffeisen Bank, ze kterého jsem prováděl vklad do casina. Chtějí, aby transakce byly za období 25. 4. – 25. 5. 2025, přičemž musí být viditelné dobití z 21. 5. 2025.

Opět jsem jim zaslal oficiální výpis v PDF formátu přímo z banky, který všechny požadované údaje obsahoval – datum, transakce, číslo účtu. Přesto byl dokument zamítnut bez konkrétního odůvodnění.

Domnívám se, že problém může spočívat v tom, že nemohu doložit klasický příjem (jsem student a nemám zaměstnání), nicméně podle jejich podmínek lze doložit původ financí i například výplatou z jiného casina. Zaslal jsem tedy potvrzení o výplatě výhry ze sázkové kanceláře Chance, které rovněž obsahovalo požadované údaje. Opět bez jakékoli konkrétní zpětné vazby.

Celá situace je pro mě velmi vyčerpávající a nevím, jak dále postupovat, zvláště vzhledem k tomu, že se jedná o významnou částku k výběru. Velmi bych ocenil Vaši pomoc při řešení této situace.

Jsem připraven poskytnout všechny potřebné dokumenty a plně spolupracovat. Děkuji za pochopení a vstřícnost.

Dear Jackob1707,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain how much you deposited in this online casino overall?
• Could you please explain how you intended to prove your winnings from a different online casino? (Which documents did you provide to prove that?)
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino support regarding the source of funds to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Jackob1707,

Thank you for your message.

We are sorry to hear about your concerns.

To assist you further, could you please confirm from which email address you contacted our support team? This will help us to identify your case and provide a proper response.

We look forward to your reply.

Kind regards,

BillyBets Support Team

Dear Jackob1707,

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.

Thanks to both parties for your reply.

Dear player,

Have you followed up with the casino and reached resolution?

Please let me know about any updates regarding the situation.

Looking forward to your reply.

Hello, due to the holiday, I will contact the casino later today, and I will report everything important afterwards. Thank you.

Dobrý den, z důvodu dovolené kontaktuji casino až během dnešního dne, vše podstatné poté ohlásím. Děkuji.

Thanks for your reply.

Have you continued the discussion with the casino outside of this thread?

Is our intervention necessary, or has the casino resolved the issue?

Please let me know.

Hello, unfortunately the situation does not change and the casino still did not give a clear reason that would justify the impossibility of completing the verification process. When I contacted the casino and asked if my case was being resolved and if they had any information that I could pass on to your team, I did not learn anything. At that moment, I also uploaded other files to the casino's website for verification, but they were all rejected again. When I asked for a detailed explanation, I was again told in an email the same thing they mention on the website - I need to provide the transaction history of the bank account used to top up my Raiffeisen Bank account for the period 25.05.-25.05. 2025, all transactions should be visible including top-ups. I keep sending them the transaction history of my second account with ČS, which I used to top up my Raiffeisen Bank account during this period - without success. Maybe it is not the right account, but unfortunately they do not provide more details about what they require of me. Before that, I sent a confirmation of withdrawal from the betting office to my bank account, which is one of the possible options for proving proof of income - without success and without giving a reason. I really don't have the strength to do it anymore, I really beg you to intervene and help, because this situation is already very exhausting and frustrating for me. Without you, I will hardly be able to handle it myself, when the casino is not able to communicate with me as it would be expected of it. To this email: Today I will send all correspondence with the casino, their requests on the website and the files sent that were rejected. Thank you for any help.

Dobrý den, bohužel se situace nemění a casino stále neudalo jednoznačný důvod, který by opodstatnil nemožnost dokončení procesu ověření. Když jsem kontaktoval casino a ptal jsem se, zda se můj případ řeší a zda mají nějaké informace, které bych mohl předat vašemu týmu, nic jsem se nedozvěděl. V tu chvíli jsem i nahrával další soubory na webu casina pro ověření, ovšem všechny byly znovu zamítnuty. Když jsem prosil o podrobné vysvětlení, opět mi bylo řečeno v mailu to stejné co zmiňují na webu - musím doložit transakční historii bankovního účtu použitého k dobití mého Raiffeisen Bank účtu pro období 25.05.-25.05 2025, všechny transakce by měly být viditelné včetně dobití. Neustále jim zasílám historii transakcí svého druhého účtu u ČS, který jsem právě pro dobití účtu Raiffeisen Bank v tomto období použil - bez úspěchu. Možná to není ten správný účet, ale oni bohužel neuvedou podrobněji co po mě požadují. Před tím jsem zasílal potvrzení o výběru ze sázkové kanceláře na svůj bankovní účet, což je jedna z možných variant pro doložení dokladu o příjmu - bez úspěchu a bez udání důvodu. Už na to opravdu nemám sílu, moc vás prosím o zásah a výpomoc, protože tato situace je už pro mě velice vysilující a frustrující. Bez vás to těžko vyřídím sám, když semnou casino není schopno komunikovat, tak jak by se od něj očekávalo. Na tento mail: tomas@casino.guru dnes zašlu veškerou korespondenci s casinem, jejich požadavky na webu i zaslané soubory, které byly zamítnuty. Děkuji případně za pomoc.

Dear Jackob1707,

Thank you for your message.

After carefully reviewing your case, we would like to clarify that the verification process remains incomplete due to missing documentation. Specifically, you need to provide the full transaction history of the payment account that was used to top-up your Raiffeisen Bank account, particularly the top-up on the 21st of May for 30,000 CZK.

Please ensure that the transaction history covers the full period from 25.04.2025 to 25.05.2025 and clearly shows all incoming and outgoing transactions, including the specific top-up deposit(s). Unfortunately, the documents you have submitted so far do not show this required top-up, which is essential for us to complete the verification.

We understand this process may be frustrating, but we kindly ask you to resubmit the correct document showing the top-up from your second bank account to the Raiffeisen Bank account. Once we receive this and it satisfies the verification criteria, we will be happy to proceed.

Should you require further clarification, do not hesitate to reach out.

Kind regards,

BillyBets Support Team

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Jackob1707,

We hope you are doing well!

We would like to inform you that your account has been successfully verified. The withdrawal process will now proceed according to our Terms & Conditions, which state that withdrawals are processed within up to 96 business hours.

If you experience any delay beyond this timeframe, please do not hesitate to reach out to our live chat support or contact us directly at cs@billybets.com.

Thank you for your patience and understanding.

Best regards,

BillyBets Support Team

Dear Jackob1707,

My name is Stefan, and I will be handling this complaint from now on. I am glad to hear that the verification issue was resolved. Could you please let us know once you receive the payments from the casino?

I'll be awaiting your reply.

Dear Jackob1707,

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,
Stefan
Casino.Guru