Billionairespin Casino - A desistência do jogador está atrasada.

Billionaire Spin is creating numerous obstacles to processing my withdrawal. If I don't ask, they tell me they're waiting for more documents. They're asking for my last three payslips and other documents, which I've sent, but they still haven't resolved the issue. I've been trying to withdraw my funds for a week now, funds I've earned through deposits made from accounts I own and with legal money. They keep showing the status of my withdrawal as pending and complaining about the delay, but without offering a solution.

Billonaire spin pone múltiples problemas para resolver mi retirada,si no pregunto no me dicen que están pendientes de más documentos,me piden tres últimas nóminas y más documentos que envió pero siguen sin resolver estoy hace una semana intentando mi retirada que he conseguido con depósitos siempre desde medios de mi titularidad y con dinero legal, pero ellos siguen teniendo pendiente el estado de mi retirada y lamentándose del retraso, pero sin dar solución

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear SUPESU,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Could you please confirm if this is your first withdrawal request with this casino?
• Could you please provide the exact date of your initial verification request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Good morning, I've sent my ID, a selfie, a copy of my bank card (front and back), proof of account ownership, and my last three payslips. I sent the last ones two days ago because I insisted via chat to find out why the process wasn't being resolved, and after a lot of effort, they finally told me they needed the payslips. This is my first withdrawal; I applied for it a week ago.

Buenos días, he enviado mi DNI. Un selfie, mi tarjeta por delante y por detrás, certificado de titularidad de cuenta y tres últimas nóminas, lo ultimo lo envié hace dos días y fue porque insisti por chat para que me dijeran porque no se solucionaba el proceso y después de mucho conseguí me dijeran que necesitaban las nóminas,es mi primera retirada,hace 1 semana que la solicité

Now they're not answering my emails and the website isn't working

Ahora no me contestan a los correos y la página no funciona

They requested my bank statements for three months, and when I sent them, they rejected them and accused me of manipulating them, even though they were documents downloaded from the bank's own website, as indicated on the page.

Me solicitan los extractos del banco de tres meses y cuando se los envío lo rechazan y me acusan de que los he manipulado cuando son documentos descargados de la web del propio banco como indica a por de pagina

Good morning, it's quite frustrating. They're rejecting all the documents I send because they say they might be manipulated, even though the footnote clearly states they were obtained electronically and are in PDF format. I've also sent them a credit card statement that the bank only downloads in Excel, and I've converted it to PDF, and it's exactly the same. I've also sent them a certificate of deposit deposit entries, and they won't accept that either. I don't know what else to do. Thank you. Can I send you the same documents to see what you think?

Buenos días, es un poco desesperante me rechazan todos los documentos que envio porque dicen que pueden estar manipulados cuando a pie de página figura que están obtenidos electrónicamente y en PDF directamente, también les he mandado un extracto de tarjeta que el banco solo lo descarga en Excel y lo he convertido a PDF y exactamente igual,un certificado de los apuntes de los ingresos de depósito y tampoco les sirve ya no se que más hacer, gracias,les puedo mandar a ustedes esos mismos documentos a ver que opinan

Dear SUPESU,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I've sent you an email with what I have, thank you.

Les he enviado el correo de lo que tengo, gracias

Good morning. I've already sent the transcript to the email address you provided, and the emails you gave me have canceled the withdrawal because they say they can't verify it via email, even though they themselves had previously requested it that way. Furthermore, I not only sent the documents by email but also through the verification box and a live chat report. Now they're telling me they can't verify with scanned documents, and if they don't accept PDFs downloaded directly from the bank's website because they lack a stamp, and they don't accept scanned documents either, can you tell me how to send them the document the bank gave me, stamped and watermarked? In the email, they tell me to contact live chat, and live chat asks for things that they later say aren't valid. This seems like a scam to avoid paying, and if you leave a negative review, they'll sue you for defamation, but they can accuse me of manipulating or falsifying documents. Thank you.

Buenos días ya he mandado al correo que me indico la transcripcion y los correos que me indicaron han cancelado la retirada porque dicen que no la pueden verificar por correo electrónico cuando antes ellos mismo me la habían pedido por ahí. Y además no solo les envié los documentos por correo también por la casilla de verificación y por un reporte del chat en vivo, ahora me dicen que no me pueden verificar con documentos escaneado y si no aceptan documentos de. PDF descargados directamente de la web del banco por no tener sello ni aceptan documentos escaneados me pueden decir como les envío el documento que me dieron en el banco sellado y con marca de agua, ellos en el correo me dicen que me ponga en contacto con el chat en vivo y el chat en vivo me pide cosas que después ellos dicen que no valen así,esto me parece ya una tomadura de pelo para no pagar y si le pones una reseña negativa te denuncian por difamación pero ellos si que me pueden acusar a mí de manipular o falsificar documentos, gracias

Good morning, I've resent the documents, now in photo format as you instructed in an email, and you reply that you won't accept them because they're in scanned format again, even though the edges and part of the background are perfectly visible, and the footer indicates that the photo was taken with my mobile phone. They're at it again, inventing excuses to avoid paying.

Buenos días,les he vuelto a mandar los documentos ahora en formato fotografías como ellos mismos me dicen en un correo y me contestan que no lo aceptan porque están en formato escaneado de nuevo cuando se ve perfectamente por los bordes parte del fondo y a pie de página indica que está tomada la foto con mi movil,ya no saben que más inventar para no pagar

Good evening, after many file submissions, emails, and contradictory and changing instructions, my account has been verified, and I am waiting for them to review the withdrawal again. I will let you know if they process it or cancel it again. Thank you.

Buenas noches, después de muchos envíos de archivos, correos e indicaciones contradictorias y cambiantes me han verificado la cuenta y estoy a la espera de que revisen nuevamente la retirada,les informo en caso de que la tramiten o vuelvan a cancelarla, gracias

Dear SUPESU,

thank you for your update and emails.

I am very glad your verification was successfully completed. Are there any news regarding your withdrawal request? Has it been processed?

Looking forward to your reply,

Katarina

Good afternoon, nothing has been done since yesterday, it's been under review again. I don't know what else they have to review if it took them 17 days to request and review documents.

Buenas tardes,aún nada lleva de nuevo desde ayer en revisión,no se que más tienen que revisar si han tardado 17 días pidiendo y revisando documentos

Good morning, they still haven't fulfilled their obligations. Now it turns out they have a high volume of requests and haven't paid after 20 days of verifying documents, repeatedly asking for the same thing. They send me an email saying it will be processed in 24 hours, and then another one telling me to be patient because they have a high volume of requests.

Buenos días, siguen sin cumplir ahora resulta que tienen mucho volumen y no pagan después de 20 días para verificar unos documentos pidiendo una y otra vez lo mismo, me mandan un correo que en 24 horas estará tramitada y después otro que tenga paciencia que tienen mucho volumen

FINALLY, withdrawal complete, thank you

POR FIN, retirada realizada, gracias

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

Dear SUPESU,

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,

Katarina