BillyBets Casino - Pelaajan nosto on viivästynyt.

Hello Casino Guru team,

​I am filing an official complaint against Billy Bets Casino regarding an unjustified and severe delay of my withdrawal.

​I requested a withdrawal to my Visa card 10 days ago. My casino account is fully verified, and there are no outstanding documents required from my side. Due to the delay, I was assigned a VIP Manager who repeatedly assured me in writing via WhatsApp that my funds were safe and the payout was being prioritized.

​However, today the casino continues to delay the process using generic, copy-pasted responses, and they even refused my request for a phone call to clarify the situation. The withdrawal status inside my account remains stuck on 'Pending'.

​This 10-day delay for a verified Visa withdrawal is completely unacceptable and feels like an intentional tactic to delay my payment. I have full screenshots of all my conversations with the VIP manager and the support team confirming their written commitments, which I am ready to provide as evidence.

​Please assist me in getting my rightful winnings from Billy Bets Casino.

​Thank you."

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Dear Elpida1980,

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

We received a message from the player: (translated)

Good morning. The issue was resolved after I withdrew from Billy Bets Casino. I've received the money. Thank you.

Dear Elpida1980,

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,

Tomas

Casino.Guru