Bilucky Casino - Pelaajan kotiutus viivästyy puuttuvien tapahtumatietojen vuoksi.

Hello I deposited at this casino a few times through my Visa card and Apple Pay using a credit card. I tried to withdraw my 800 pound balance and have sent everything they need for the kyc. They are refusing to pay the withdrawal stating they need a transaction with my name date and time and account details showing the deposits. I sent them all this for my visa account and for my Zable credit card account I have explained there is no internet banking only an app. I have sent them the transactions but because it only shows the transaction and time they will not accept this. I have explained numerous times and cannot get a statement for this account until the 2nd of July yet even when I get this it will not have the time so they will find fault in this also. I have said I will sign a document to say it was me who deposited and have gave them everything else to do with the accounts. Yet they keep saying the same thing and are trying not to pay out. I don’t know what to do I have tried everything and keep getting the same email. Please can you help with this matter. Thank you

Dear Cheylan82,

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

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

• Could you please explain how you attempted to verify that the credit card/Zable card is a payment method in your name thus far?
• Could you please share your communication with the casino regarding the issue as evidence we might review? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello thank you for your reply, I have sent them screenshots of the card and a statement which has all my details on and then also sent them pictures of the transactions. I have sent you my correspondence and some of the documents for the Zable card. Thanks

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

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

Dear Cheylan82,

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,

Kubo