BillyBets Casino - Pelaajan tili on suljettu ja kotiutukset viivästyvät.

My account was blocked after a withdrawal of 6000 euros and has been under review ever since.

The 2000 euros that had been requested for payment were not paid out.

Documents were requested. I sent them all.

No response from Billybet for a week, despite inquiries.

Mein Konto wurde nach Auszahlung von 6000 Euro gesperrt und steht seitdem unter Überprüfung.

2000 Euro die zur Auszahlung angefordert waren wurden nicht ausgezahlt.

Es wurden Dokumente angefordert. Diese habe ich alle geschickt.

Seid einer Woche keine Realtion von Billybet. Trotz Rückfragen

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If anything seems suspicious, contact us directly.

Stay safe.

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.

• What types of games did you play to accumulate your 6000€ winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Which documents did you send to the casino for verification? Have any of your documents been reviewed and approved?

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

Hello Veronika,

I won a total of €8,000 with sports betting, and €6,000 was paid out to me. When the last two €2,000 were due to be paid out, my account was suddenly blocked (verified). I still can't log in. Then the casino requested documents: account confirmation, proof of address, ID card, and a bank statement showing all deposits from my Billybets account. After I sent these documents, they wanted complete bank statements for one month, including all deposits to Billybets. I provided these immediately... but since then, I haven't received any further email contact from Billybets, despite sending several emails.

As I said, it's about the last 2000 euros that Billybets isn't paying out.

Best regards, Marc

And thank you for your efforts!

Hallo Veronika,

ich habe insgesamt 8000 Euro gewonnen mit Sportwetten, es wurden mir insgesamt 6000 Euro ausgezahlt. Als die letzten beiden 2000 Euro ausgezahlt werden sollten, da wurde mein Konto plötzlich gesperrt( überprüft) . Ich kann mich bis heute nicht mehr anmelden. Dann wurden von Kasino Dokumente angefordert.. Kontobestätigung, Adressbestätigung, Personalausweis, Kontoauszug über alle Einzahlungen von meinem Konto auf Billybets. Nachdem ich diese Dokumentie gesendet hatte, wollten sie die kompletten Kontoauszüge von einem Monat inklusive der Eintshlungen zu Billyvets haben. Das habe ich sofort gemacht….. danach keinen weiteren Email Kontakt von Billybets, trotz mehrmaliger Emails meinerseits…

es geht wie gesagt um die letzten 2000 Euro die Billybets nicht auszahlt

Viele Grüße Marc

und Danke für Eure Mühe

Hello Veronika,

I forgot to mention that.

I never played with a bonus.

As I said, it was all sports betting and one or two small wins (150 euros) at roulette.

Hallo Veronika,

ich habe vergessen zu sagen.

ich habe nie mit Bonus gespielt.

Wie gesagt alles mit Sportwetten und ein bis zwei kleine Gewinne(150 Euro) beim Roulette

Thank you for your replies. Please forward me all the communication between you and the casino customer support regarding the verification requests and the suspension of your account at veronika.f@casino.guru.

Have any of your documents been verified in the meantime?

Have you been requested to submit any additional documents for verification purposes?

When was the last time the casino communicated with you?

I was asked to submit documents, which I did. Afterwards, further documents were requested. I submitted these as well. Since then, I have been repeatedly told that my documents have not yet been reviewed. I am sending you the requested email correspondence to the address you provided.

Greetings Marc

Ich wurde aufgefordert Dokumente einzureichen, dies habe ich gemacht. Danach wurden weitere Dokumente angefordert. Auch diese habe ich eingereicht. Seitdem werde ich immer vertröstet das meine Dokumente noch nicht geprüft worden sein . Ich sende ihnen den gewünschten Email Verkehr an ihre angegebene Adresse

Grüße Marc

I forwarded him the email correspondence. They just keep putting him off.

Ich habe ihn den Email Verkehr gesendet. Sie vertrösten immer nur

As you can see, I have only been a customer of Billybets since December 16, 2025.

Then came the first email requesting deposits for a month. I paid immediately. After that, I received a second email requesting payments for a different period, a time when I wasn't even a Billybets customer, along with payment receipts for which I never made any deposits. I've always deposited everything via my bank account.

Nevertheless, I have uploaded all my account transactions without gaps… despite repeated requests via email, I keep receiving the same response: they haven't yet received feedback from the finance department. They have confirmed receipt of my documents via email.

I always get put off during the live chat.

Wie sie sehen bin ich erst seid dem 16.12.2025 Kunde bei Billybets.

Dann kam die 1. Email mit der Auforderung der Einzahlungen über einen Monat. Dies habe ich umgehend gemacht. Danach kam die 2.Email mit der Auforderung von einem anderem Zeitraum, wo ich noch gar kein Kunde bei Billybets war , mit Zahlungsbelegen mit denen ich nie eingezahlt habe. Ich habe immer alles nur über mein Bankkonto eingezahlt….

Trotzdem habe ich lückenlos meine gesamte Kontobewegungen hochgeladen… es kommt trotz mehrfacher Aufforderung per Email immer nur die Antwort das sie noch keine Rückmeldung von der Finanzabteilung haben. Den Erhalt meiner Dokumente haben sie per Mail bestätigt.

Beim Livechat werde ich immer vertröstet

This is confirmation that they have received the documents.

Das ist die Bestätigung das sie die Unterlagen erhalten haben

Dear Nigelfirefox

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, Martin (martin.l@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

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Hello Veronika,

I also won some of the money at an online casino. But most of it came from sports betting.

quasi mixed

Hallo Veronika,

ich habe den Gewinn auch teilweise im Online Casino gewonnen. Aber der grösstenteils durch Sportwetten

Quasi gemischt

Hello Nigelfirefox,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BillyBets Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? In case there is any evidence of wrongdoing, please let me know at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Thank you very much, Martin.

I'm completely stuck and can't resolve this on my own anymore. As I mentioned, my account was closed without explanation, and my remaining €2,000 withdrawal hasn't been processed to this day. I occasionally receive emails from Billybets customer service saying they'll get back to me soon, but nothing happens. I haven't received any response to the documents I've sent (I've sent them three times now). Of the total €8,000 in winnings, as I said, €2,000 hasn't been paid out. There were also two withdrawals of €1,000 each.

The casino simply refuses to pay out. They just block the account, so I can no longer access it, and then they simply stop responding to emails. Finally, they claim they have to review the account due to legal requirements. The approximately €6,500 I deposited previously, they accepted without any verification whatsoever. I can't imagine what I did wrong.

They're simply not responding anymore, no matter what I try. If they were being transparent, they'd at least give me a quick update. But instead, they just block the account for review and keep putting the customer off.

Vielen Dank Martin,

ich komme da alleine nicht mehr weiter. Wie gesagt mein Konto wurde ohne Angabe von Gründen geschlossen und meine restliche Auszahlung von 2000 Euro bis heute nicht ausgezahlt. Bekomme sporadisch mal eine Email vom Billybets Kundendienst, daß sie sich bald melden, aber nichts geschieht. Auch keine Rückmeldung über die von mir gesendeten Dokumente (Mittlerweile habe ich diese 3 mal gesendet). Von den insgeamt 8000 Euro Gewinn wurden mir wie gesagt 2000 Euro nicht ausgezahlt. 2 Auszahlungen über je 1000 Euro.

Das Casino will diese einfach nicht auszahlen. Sie sperren einfach das Konto, sodaß man keinen Zugriff mehr hat und dann antworten sie einfache nicht mehr auf Emails. Als letztes wird dann behauptet sie müssten das Konto wegen rechtlicher Bestimmungen prüfen. Die ca. 6.500 Euro die ich vorher eingezahlt habe, die haben sie natürlich angenommen. Ohne jegliche Prüfung. Ich kann mir keinen Grund vorstellen was ich falsch gemacht habe.

Sie melden sich einfach nicht mehr, egal was ich auch versuche. Wenn man mit offenen Karten spielt dann würde man sich doch mal kurz melden und den Stand der Dinge durchgeben. Aber einfach das Konto zur Überprüfung sperren und den Kunden dann immer und immer wieder vertrösten

I'm really curious to see what offense Billybets will accuse me of. I think it's simple: if you withdraw more money than you deposit, you get blocked. Usually, they'll find some reason to claim you've violated their terms and conditions.

To be honest, I'm just very annoyed by Billybet's approach.

Ich bin mal wirklich gespannt welches Vergehen mir Billybets vorwerfen wird. Denke es ist einfach so. Wenn man mehr Geld abhebt als man einzahlt wird man gesperrt. Meistens wird dann ein Grund gefunden gegen welche AGB`s man verstossen hat.

Ehrlich gesagt bin ich einfach sehr über das Vorgehen von Billybets verärgert

Dear Nigelfirefox,

To proceed with your request, please provide your transaction history for the following periods:

Card ending in 086: A full history from 12.12 to 12.01, showing all activity including deposits made to the casino.

Apple Pay: A full history from 18.11 to 18.12, ensuring all casino deposits are clearly visible.

Please ensure that all transactions for these dates are included and that no information is cropped or hidden.

Kind Regards,

BillyBets Team

Dear casino representative,

thank you for your response.

Dear Nigelfirefox,

please provide the casino with the mentioned documents. Additionally, please send them to martin.l@casino.guru. This way we will be able to verify whether they are fit for verification purposes and will be able to speed up the resolution process.

Good day,

I have already sent these documents at least three times in the last few weeks. I have received confirmation of receipt. Nevertheless, I will send them to you a fourth time today from my other GMX mailbox. Please note the changed email address. This is necessary because T-Online unfortunately no longer allows sending from this address due to suspected spam. However, you are welcome to send emails to my old address, as I can still receive emails from Billybets.

I will message you on Casino Guru later today once I have resended the files. Please also confirm receipt of the documents here on Casino Guru.

I will include my contact person here at Casino Guro in the email distribution list so that he also receives the documents.

Regards

Guten Tag,

diese Dokumente habe ich in den letzten Wochen mindestens schon 3x gesendet. Den Empfang der Dokumente wurde mir bestätigt. Ich werde ihnen diese Dokumente von meinem anderen Postfach bei GMX denoch zum 4x senden heute noch senden. Bitte beachten sie die geänderte Email Adresse . Dies ist nötig da T-online leider wegen Spam Verdacht kein senden mehr zulässt. Sie können aber gerne auf der alten Email Adresse senden, weil der Empfang der Emails von Billybets noch möglich ist

Ich werde ihnen im laufe des Tages bei Casino Guru schreiben, wenn ich die Dateien erneut an sie versendet habe. Bitte bestätigen sie den Erhalt der Dokumente auch hier bei Casino Guru.

ich werde meinen zuständigen Bearbeiter hier bei Casino Guro mit in den Email Verteiler nehmen, damit er auch die Dokumente erhält.

mfg

Hello Martin, Hello Billybets

I have just sent the requested files to Billybets and to you, Martin.

I have been waiting almost 4 weeks for Billybets to process my request, despite having sent my documents 4 times.

Hallo Martin, Hallo Billybets

ich habe gerade die gewünschten Datein an Billybets und an dich Martin gesendet

Ich warte nun schon fast 4 Wochen auf eine Bearbeitung von Billybets, trotz das ich 4x meine Dokumente gesendet habe.

Dear Nigelfirefox,

it seems you have forwarded me an email, which only shows that your previous email could not be delivered, presumably due to a typo in my email address. Please try to send the documents again.

Dear Nigelfirefox,

thank you for your cooperation, I have now received your email and documents.

Hello Martin

Thank you for your effort.

Hallo Martin

ich danke dir für deine Mühe

Dear Nigelfirefox,

in case you have also provided us with your Apple Pay transaction history, I am unfortunately unable to locate it. Please send it to my email once again.

Hi Martin,

I have sent my credit card statements for November and December. All Apple Pay payments are listed there. As I also informed the casino, I only became a Billybets customer on December 16, 2025. Therefore, I don't understand which deposits I supposedly made at Billybets between November 18th and December 18th. Nevertheless, my credit card statements are attached, which also show the Apple Pay charges…

I don't currently know what other proof I can provide. The transaction history in my wallet doesn't go back that far.

Hallo Martin,

Dazu habe ich meine Kreditkartenabrechnungen der Monate November und Dezember gesendet. Dort sind auch alle Apple Pay Zahlungen abgebucht. Wie ich auch dem Casino geschrieben habe , bin ich erst seid dem 16.12.2025 erst Kunde bei Billybets. Deshalb verstehe ich sowieso nicht welche Einzahlungen ich bei Billybets zwischen dem 18.11 und 18.12 gemacht haben soll. Trotzdem liegen meine Kreditkartenabrechnungen bei, auf denen auch Abbuchungen zu Apple Pay ersichtlich sind…..

ich weiß momentan nicht welchen anderen Nachweis ich erbringen kann . Die Abbuchungsliste in meiner Wallet geht nicht so lange zurück

As mentioned, this only applies to Billbets since December 16, 2025, but proof of deposits from November 18th to December 18th will be required.

wie gesagt erst seid 16.12.2025 bei Billbets aber Nachweis von Einzahlungen vom 18.11-18.12 werden eingefordert

Dear Nigelfirefox,

If I am understanding the situation correctly, the casino is not claiming that you deposited directly via Apple Pay. What they are trying to verify is whether the card used for deposits was funded through Apple Pay, and if so, what the original source of those funds was.

This is a standard AML requirement. Even if deposits were made by card, casinos may still request Apple Pay / Wallet history to rule out third-party funding or intermediary payment layers.

Please try to provide any available Apple Pay or Apple Wallet transaction history, Apple ID billing history, or written confirmation from Apple Support covering the requested period. If you are genuinely unable to obtain this, please let me know what exactly Apple is able or unable to provide, ideally with confirmation from them.

I fully understand this feels overwhelming but when you provide these documents I will be able to assist you further.

Hello Martin

Apple refers to my credit card, which shows all Apple Pay transactions. I will highlight these charges and send you the PDFs again.

Hallo Martin

Apple verweist auf meine Kreditkarte in deralle getätigten Apple Pay Einzahlungen zu sehen sind. Ich werde ihnen diese Abbuchungen farblich hervorheben und ihnen die PDF‘s nochmals zusenden

Dear Nigelfirefox,

apologies if there is a misunderstanding, but I do not believe this is sufficient for verification purposes. The casino will primarily need an Apple Pay statement - in case there is any particular reason you are unable to provide it, please do let me know and we will attempt to come up with an alternative.

Hi Martin,

Apple refers to the credit card statement, which also shows all Apple Pay transactions. I currently don't know how I could obtain a bank statement that only shows the Apple Pay transactions. I can send you an overview of the last three weeks, which I can see in my Wallet. That's all I have.

Please look into how I could provide the required verifications in another way.

Hallo Martin,

Apple Verweist auf den Kreditkartenauszug in dem auch alle Apple Pay Abbuchungen zu sehen sind. Ich wüsste momentan nicht wie ich einen Kontoauszug beschaffen könnte in denen nur die Apple Pay Abbuchungen zu sehen sind. Einen Überblick über die letzten 3 Wochen kann ich ihnen zusenden. Den sehe ich auf meiner Wallet. Mehr aber nicht

bitte schauen sie nach wie ich die benötigte Verifikationen anders erbringen könnte

Hi Martin,

I've now filtered my credit card statements again, selecting all Apple Pay charges within the requested time period. I've just sent these files to you and Billybets.

There is no other way to prove my Apple Pay transactions for the requested period. These are all Apple Pay transactions without exception. Apple Pay is only linked to my credit card.

Hallo Martin,

ich habe jetzt noch mal meine Kreditkartenabrechnungen nach allen Abbuchungen von Apple Pay in den gewünschten Zeitraum selektiert. Diese Dateien habe ich gerade dir und Billybets geschickt.

es gibt keine weitere Möglichkeit meine Apple Pay Abbuchungen in dem gewünschten Zeitraum nachzuweisen. Das sind lückenlos alle Abbuchungen von Apple Pay. Apple Pay ist nur mit meiner Kreditkarte verknüpft

Hi Martin,

Could you please explain to me one last time why I should provide information about my Apple Pay transactions?

All my deposits at Billybet were made exclusively through my bank account. I neither deposited directly via Apple Pay, nor did I purchase any cards via Apple Pay and use them to deposit at Billybet.

My Apple account has absolutely nothing to do with my Billybets account. I just want to understand.

Best regards, Marc

Hallo Martin,

Könntest du mir bitte aber mal abschließend nochmal erklären, warum ich Auskünfte über mein Apple Pay Abbuchungen geben soll?

Meine gesamten Einzahlungen bei Billybet sind ausschließlich über mein Giro Konto erfolgt. Ich habe weder direkt per Apple Pay eingezahlt, noch irgendwelche Karten über Apple Pay gekauft und damit bei Billybets eingezahlt.

Mein Apple Account hat somit überhaupt nichts mit meinem Billybets Account zu tun. Ich möchte es nur verstehen?

Liebe Grüße Marc

Dear Nigelfirefox,

As I said I fully understand the confusion, so I’ll briefly clarify the reason for this request.

The casino is not claiming that you deposited directly via Apple Pay. They are trying to verify whether the card used for deposits was funded through Apple Pay / Apple Wallet, and if so, what the original source of those funds was. This is a standard AML requirement, as Apple Pay can act as an intermediary funding layer.

To comply, please try one of the following:

• Open Apple Wallet → select the relevant card → Transactions → export or screenshot the history covering the requested period
• Check Apple ID → Payments & Shipping → Transaction History
• Contact Apple Support and request written confirmation stating whether Apple Pay provides a standalone transaction history or confirming that Apple Pay is only linked to your credit card with no separate statement available

If Apple is unable to provide anything beyond your card statements, please let me know exactly what they confirm, and we will look for an acceptable alternative together.

Dear casino representative,

could you please verify whether my train of thought is correct? Am I correct to assume that once this will be cleared up the process will be finalized?

Hi Martin,

Please check my last email again. It lists all Apple Pay transactions made with my credit card during the requested period.

Regards, Marc

Hallo Martin,

bitte schau nochmal die letzte Email von mir. Dort sind alle Transaktionen von Apple Pay meiner Kreditkarte in dem gewünschten Zeitraum aufgeführt

Gruß Marc

Dear Nigelfirefox,

we will await the casino's response.

Hi Martin,

I'll gladly wait for the casino's response. But I'd still like to briefly summarize it again:

I received this message from Billy Bets on January 15th, and sent the requested documents the same day. I received no response to my inquiries. In total, I sent the documents four times. I never received an answer explaining what was missing from the documents I had sent. Therefore, this request from Billy Bets here on Casino Guru isn't new; I'm right back where I was a month ago... I just wanted to mention this for context.

I find it a bit long when, after 4 weeks, the account still hasn't been checked and then the same documents are requested again.

Hallo Martin,

Gerne warte ich die Antwort des Casinos ab. Aber ich möchte es trotzdem nochmal kurz zusammenfassen:

Die Nachricht hier von Billy Bets die habe ich schon am 15.1 bekommen, am gleichen Tag habe ich die geforderten Dokumente hingeschickt. Auf Nachfragen bekam ich keine Rückmeldung. Insgesamt habe ich 4x die Dokumente gesendet. Es kam nie eine Antwort was an den gesendeten Dokumenten noch fehlen würde. Deshalb ist die Anfrage von Billybets hier in Casino Guru nicht neu, sondern ich bin wieder genau da, wo ich vor einem Monat war...... Ich wollte das nur nochmal zur Einordnung schreiben.

Finde es halt ein wenig lange wenn man nach 4 Wochen immer noch nicht das Konto geprüft hat und dann wieder die gleichen Dokumente einfordert.

Hi Martin,

I don't know if the following situation could still pose a problem. I am a T-Online customer and my account is registered to a T-Online email address.

However, T-online no longer allows emails to be sent to Billybets. They classify these emails as spam and block them. I can only receive them. Therefore, I tried to inform Billybets of my new email address (GMX). I did this several times via my GMX mailbox (you can see this in the emails where you are listed in CC).

I have never received confirmation from Bilybets regarding my address. According to customer support, I can no longer change it.

PS: I received another email from Billybets yesterday asking me to send the documents. This time I'm supposed to send them to a different address again...

It's simply maddening.

Hallo Martin,

ich weiß nicht, ob folgende Sachlage ein Problem noch darstellen könnte. Ich bin Kunde bei T-online und mein Konto ist auf eine Email Adresse bei t-online registriert.

Jedoch lässt T-online kein Senden mehr von Emails zu die an Billybets gehen. Sie stufen diese Emails als Spam ein und sperren diese. Ich kann diese nur empfangen. Ich habe deshalb versucht Billybets meine neue Email Adresse mitgeteilt (GMX). Dies habe ich mehrmals über mein Postfach bei GMX getätigt.(kannst du ja auch in den Emails sehen, wo du in CC angegeben bist).

Habe bis dato nie eine Bestätigung von Bilybets bezzüglich meiner Adresse bekommen. Ändern kann ich diese laut Kundensupport auch nicht mehr....

P.S: Habe gestern wieder eine Email von Billybets bekommen, die mich um Übermittlung der Dokumente bittet. Dieses mal soll ich die Dokumente wieder an eine andere Adresse senden.......

Es ist einfach zum verzweifeln

The player’s withdrawals of €1,000 and €1,000, as well as his remaining balance of €120, will be paid out after he successfully completes the verification process. The following documents were requested from him: TRX DE72382501100007514086 for the period 12.12–12.01, and TRX Apple Pay for the period 18.11–18.12.

When the player registered on our website, he agreed to the terms and conditions; therefore, we are fully entitled to request the specified information.

Dear Casino Representative, Hello Martin!

Below is just a short excerpt of the emails I have been sending to Billybets for weeks.

Additionally, I sent documents to customer service via live chat.

Finally, here are the documents at Casino Guro and also sent to Martin.

Here are the email addresses to which I sent the documents:

complaints@billybets

cs@billybets

support@billybets

Initially, I received confirmation that the documents had arrived. After that, I kept receiving the same email requesting me to send the documents.

How long is this supposed to go on?

Sehr Geehrter Casino Vetreter, Hallo Martin!

nachfolgend nur ein kurzer Ausschnitt über die Emails die ich schon seit Wochen zu Billybets sende.

zusätzlich habe ich noch Dokumente im Kundenservice im Live Chat gesendet.

Als letztes noch die Dokumente hier im Casino Guro und auch an Martin.

hier die Email Adressen an die ich die Dokumente gesendet habe:

complaints@billybets

cs@billybets

support@billybets

Am Anfang wurde bestätigt das die Dokumente angekommen sind. Danach immer die gleiche Mail, die Dokumente zu senden

Wie lange soll das so weitergehen?

I just sent the documents again.

Hier gerade nochmal die Dokumente gesendet

Dear casino representative,

the player has provided us both with screenshots of his Apple Pay transactions. Please let us know whether the provided documents are sufficient. At the same time, I would like for us to establish, which email address the player should send the documents to, in order to prevent any misunderstandings or mix-ups.

In case the provided documents are not sufficient, please give us some guidance on how to proceed, as it seems the player in unable to download the transaction history in full.

Dear Nigelfirefox,

thank you for your cooperation.

Dear Casino Guru,

We have attempted to contact the player; however, our correspondence was returned with a 550 Status Code (Recipient Server Rejected Email).

We can confirm that the provided documentation has been received and successfully forwarded to the relevant department for review.

We will provide an update directly within this thread as soon as their assessment is complete.

Kind Regards,

BillyBets Team

Dear Casino Representative,

thanks for your answer.

I also received a reply from them in my email today.

However, I would like to add that receiving emails from Billybets was never a problem. I always received messages from them asking me to send my documents, which I always did.

Best regards

Marc

sehr geehrter Casinovertreter,

danke für ihre Antwort.

Ich habe heute auch eine Antwort von ihnen in meiner Email bekommen

ich möchte aber hinzufügen, das das Empfangen von Billybets Emails nie ein Problem war. Ich habe immer Nachrichten von ihnen bekommen meine Dokumente zu senden. Das habe ich dann auch immer gemacht.

mit freundlichen Grüßen

Marc

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Casino Guru,

To proceed with our review, please ask the customer to provide the following documentation in their original, unaltered PDF format:

Bank Account: Full transaction history from 12.12.25 to 12.01.26.

Apple Pay Linked Account: Full bank statement for the period of 18.11.25 to 18.12.25.

The documents must show all account activity, including deposits made to our platform.

Please note that we cannot accept modified or edited files; we require the original digital PDFs as issued by the banking institution.

Kind regards,

BillyBets Team

Dear parties,

thank you for your continued cooperation.

Dear Casino representative,

based on our experience, Apple Pay does not provide standalone statements in many cases. Considering this, can you confirm whether the credit card statements showing Apple Pay transactions are acceptable? Alternatively, will you accept screenshots taken directly from Apple Pay/wallet covering the full requested timeframe?

Could you please confirm explicitly whether full, chronological screenshots from Apple Wallet covering the entire requested period, clearly showing all transactions linked to the relevant card, would be considered acceptable for verification purposes in this case?

If not, please specify precisely which alternative document would be acceptable, given the technical limitations described.

Dear Casino Guru,

We have forwarded this request to the relevant department and will provide an update as soon as we receive a response.

Kind regards,

BillyBets Team

Dear casino representative,

thank you for letting us know, we will be awaiting your response.

Hi Martin,

Thank you so much for your support. Unfortunately, I already know what Billybets' next response will be. They'll send the same email again, requesting me to submit the documents...

What I find really striking is that my incoming documents are never actually checked. They should have already confirmed that my main account (from which I made all deposits at Bilybets) has been verified. I've sent this PDF of the bank statement at least five times already! I've also sent the Apple Pay statements for November and December as PDFs multiple times (credit card statements).

It should also be immediately clear that my Apple Pay account was never topped up by a card (Paysafe, etc.) but always only from my main account. Because my credit card is always topped up from my main account.

This whole back and forth has been going on for 6 weeks now!!!!

Sorry for my impatience and thank you for your support!!

Hallo Martin,

vielen lieben Dank für deine Unterstützung. Leider weiß ich schon wie die nächste Antwort von Billybets ausfallen wird. Sie werden wieder die gleiche Mail senden, mit der Auforderung die Dokumente einzureichen...

Was mir wirklich aufällt ist, daß meine eingehendenden Dokumente nie wirklich geprüft werden. Dann hätte schon längst geschrieben werden müssen, das mein Hauptkonto (mit denen ich alle Einzahlungen bei Bilybets vorgenommen habe) schon geprüft ist. Diese PDF des Kontauszuges habe ich mindestens schon 5x !!!!! versendet. Auch die Apple Pay Abbuchungen der Monate November und Dezember habe ich als PDF schon mehrfach gesendet. (Abrechnung meiner Kreditkarte.

Darin müsste auch sofort erkennbar ist, das mein Apple Pay Konto nie durch eine Karte aufgeladen wurde (Paysafe etc..) sondern immer nur von meinem Hauptkonto. Weil ich meine Kreditkarte immer nur von meinem Hauptkonto aufgeladen wird.

Dieses ganze hin und her dauert nun schon 6 Wochen!!!!

Sorry für meine Ungedult und Danke für deine Unterstüzung!!

Dear Casino Guru,

We will accept the original PDF transaction history from the bank account linked to Apple Pay for the period of 18.11.25 to 18.12.25.

The document must be unedited and show all incoming and outgoing transactions, including all deposits made to our platform.

Kind Regards,

BillyBets Team

Hello Billybets, Hello Martin

I have sent the transaction history from November 18th to December 18th. Please confirm receipt of the data.

Why weren't the original credit card statements checked? All transactions from November and December are visible on my Apple Pay account there.

My Apple Pay account is only linked to my credit card.

Hallo Billybets, Hallo Martin

ich habe den Transaktionsverlauf vom 18.11-18.12 gesendet. Bitte bestätigen sie den Erhalt der Daten

warum wurden denn nicht die Original Kreditkartenabrechnungen geprüft. Dort sind von November und Dezember alle Abgänge auch auf mein Apple Pay Konto zu sehen

Mein Apple Pay Konto ist nur mit meiner Kreditkarte verknüpft

Dear Nigelfirefox,

thank you for your response, I can confirm the receipt of the statement and believe the verification process can now be resumed.

Dear casino representative,

please give us an update on the verification process when possible.

Dear Casino Guru,

We have not yet received the PDF statement from the player.

Please send the document and reply to this message immediately so we can trace the file and proceed.

Kind Regards,

BillyBets Team

Dear Casino Representative, Hello Martin

I am sending you the requested documents again. I have already sent them to you many times. Complaints@billybets.com Sent. This email contains the case number and subject. Attached is the email I sent.

Everything is explained there.

Why does this email never reach them?

@Martin: I also sent you this email. Please confirm receipt.

Could you please send the email on my behalf?

Sehr geehrter Casino Verteter, Hallo Martin

Hiermit sende ich ihnen zum wiederholten Mal die gewünschten Dokumente. Ich habe diese nun schon wie oft an Complaints@billybets.com gesendet. In dieser Mail steht die Fallnummer und der Betreff. Im Anhang die Email die ich gesendet habe.

Dort steht alles drinnen

Warum kommt diese Mail denn nie bei ihnen an?

@Martin: Ich habe auch Dir diese Email gesendet. Bitte bestätige den Erhalt.

Könntest du nicht bitte in meinem Namen die Email senden.

Dear Casino Guru,

We confirm that the documents have been received and passed to the relevant department for review.

We will contact you once the team responds.

Kind Regards,

BillyBets Team

Dear casino representative,

thank you for your previous message. As more time has passed since your confirmation of receipt, could you please give us an update on the proceedings?

Dear Nigelfirefox,

The transaction history provided does not appear to be an original PDF download.

Could you please provide the original PDF statements for the following?

Account ****4086: From 12.12.25 to 12.01.26

Apple Pay Transactions: From 18.11.25 to 18.12.25

Kind Regards,

BillyBets Team

Dear casino representative,

thank you for your response. Please specify your concerns. Are there any specific concerns about the document's origin? In case your review is confidential, please let me know at martin.l@casino.guru.

Dear Nigelfirefox,

I can confirm I have received your message. The only discrepancy I can currently think of, is the fact that the document seems to have been re-saved by you, as shown in the metadata. Could you try to send us the export in the original form?

Hi Martin,

Thank you for the information. Unfortunately, we're going in circles.

I have repeatedly informed Billybets that I cannot provide a separate Apple Pay statement. Apple Pay on my iPhone does not allow this.

I can only prove this via my credit card statement, as all Apple Pay charges are visible on this statement.

Therefore, I sent the original credit card statements for December and November several times. These show all charges related to Apple Pay.

Unfortunately, I can't generate an original PDF from my bank statement. That's why I sent the credit card statements.

The combination of my sent bank statements and the original invoices should be sufficient, shouldn't it?

Surely I'm not the only person in the world who uses Apple Pay to make payments via their credit card.

Thank you so much for your effort!

Hallo Martin,

Vielen Dank für deine Info. Leider drehen wir uns im Kreis.

Ich habe Billybets schon wiederholt mitgeteilt das ich keinen seperaten Kontoauszug von Apple Pay zur Verfügung stellen kann. Das lässt Apple Pay auf meinem IPhone nicht zu.

Ich kann dies ausschliesslich über meine Kreditkartenrechnung nachweisen, über diese Abrechnung werden alle Apple Pay Abbuchungen sichtbar.

Deshalb habe ich mehrmals die Originalabrechnungen der Kreditkarte für die Monate Dezember und November gesendet. Darauf könnte man alle Abbuchungen die Apple Pay betreffen sehen.

In meinem Kontoauszug kann ich leider keine Original PDF generieren. Deshalb habe ich ja die Kreditkartenabrechnungen gesendet.

Die Kombination aus meinen gesendeten Kontosauszügen und den Original abrechnungen müssten doch genügen?

Ich bin doch nicht die einzige Person auf dieser Welt, der Apple Pay Abbuchungen über seine Kreditkarte vollzieht.

Vielen Dank für deine Mühe

My credit card statements are original PDFs and therefore also serve as my account statements for Apple Pay.

Meine Kreditkartenrechnungen sind Originale PDF`s und damit auch gleichzeitig die Kontoauszüge für mein Apple Pay

Hello Nigelfirefox,

apologies for a misunderstanding, what I meant was the statement for the account ending in 086. Can you open your bank account on your computer, download the statement, and send it to us as is?

As for the ApplePay deposits, the only other possibility I can think of is a screenshare video, showing you accessing your app and then going through the transactions, but we will see what the casino representative has to say.

Hi Martin,

Yes, I will do that this afternoon.

Hallo Martin,

ja das werde ich heute Nachmittag noch machen

Dear Casino Guru,

Thats correct.

We require the original PDFs of players bank statements and Apple Pay transactions covering 18.11.25 through 18.12.25 also in PDF.

Player, please ensure they are unaltered or modified.

Kind Regards,

BillyBets Team

Dear casino representative,

thank you for you response. Just to clarify regarding the Apple Pay, are the provided statements sufficient? In case no, what do you propose? Would you accept a screenshare video of the transactions?

Dear Casino Representative, hello Martin

Please confirm receipt of the email containing the original PDF from my account DE72382501100007514086 for the requested period. Please confirm the validity of this document.

Sehr geehrter Casino Vertreter, hallo Martin

Bitte bestätigen sie den Erhalt der Email mit der Original PDF von meinem Konto DE72382501100007514086 vom gewünschten Zeitraum. Bitte bestätigen sie mir die Gültigkeit dieses Dokumentes

Dear Nigelfirefox,

I can confirm I have received the document. We will continue waiting for the casino's response.

Hi Martin,

Just FYI, I just received an email after two months stating that my payouts have been cancelled (see photo). I've received this email three times now.

Hallo Martin,

nur zur Info , gerade bekomme ich nach 2 Monaten eine Email das meine Auszahlungen storniert worden sind, siehe Photo. Diese Email habe ich gerade 3x erhalten

Dear Casino Guru,

We are currently reviewing the documents and will get back to you as soon as the process is complete.

Kind Regards,

BillyBets Team

Dear Casino Representative, Hello Martin.

I would like to reiterate the following point.

My main account DExxxxxxx086 loads my credit card. All debits to Apple Pay are made from this credit card. This is a closed loop. They can monitor the access to my main account. This should comply with anti-money laundering regulations.

With the documents I sent, you have the opportunity to verify this, if you wish.

@Martin: Just to reiterate... I have never deposited anything via Apple Pay at Billybets. According to the money laundering regulations, my explanation should suffice. I don't know what the problem is. I expect the response will again be that I need to provide proof of my Apple Pay activity from November 18th to December 18th, 2025, which I have already sent numerous times in various documents.

Sehr geehrter Casino Verteter, Hallo Martin.

Hiermit möchte ich nun zum wiederholten Mal auf folgendes hinweisen.

Mein Hauptkonto DExxxxxxx086 lädt meine Kreditkarte auf. Von der Kreditkarte werden alle Abbuchungen auf Apple Pay getätigt. Dies ist ein geschlossener Kreislauf . Die Zugänge auf meinem Hauptkonto können sie kontrollieren. Das müsste den Anforderungen des Geldwäschegesetzes genügen.

Mit meinen gesendeten Unterlagen haben sie die Möglichkeit dies nach zuprüfen, wenn sie denn wollten.

@Martin: nur nochmals zur Info….. Ich habe nie etwas über Apple Pay etwas bei Billybets eingezahlt. ….. nach dem Geldwäsche Gesetz müssten meine Erläuteerungen ausreichen. Ich weiß nicht wo das Problem liegt. Ich denke als Antwort kommt wieder, das ich einen Nachweis über mein Apple Pay vom 18.11-18.12.2025 erbringen soll, was ich schon zig fach in verschiedenen Dokumenten gesendet habe.

Many thanks to Billybets, the money has just been transferred in full.

@Martin: My special thanks go to you; without you and Casino Guru, I would never have achieved this. Thank you so much!

Greetings Nigelfirefox

Vielen Dank an Billybets, das Geld wurde soeben komplett überwiesen

@Martin: Dir gilt mein besonderer Dank, ohne dich und Casino Guru hätte ich dies nie erreicht. Vielen vielen lieben Dank

Grüsse Nigelfirefox

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nigelfirefox,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin