Billionairespin Casino - A retirada do jogador foi adiada e os documentos solicitados são excessivos.

This casino won't pay me the withdrawal and does everything to delay the decision to pay. I registered about 2 months ago at this casino and verified my account with everything, ID card, selfie and proof of payment from skrill. I played normally, without bonuses and made two successful withdrawals.

On April 30th I made a withdrawal request and then the problems started. This casino has asked me again for new verification documents and is doing everything to ensure that my account is not verified and that I don't receive the money. First they asked for proof of funds, something no casino has ever asked me for, but I sent it and my account was verified. I thought I was going to receive my withdrawal but after a few more days they remembered to ask again to verify my skrill account with a statement of all the transactions from the last 90 days! I sent it and the account was again verified ! I thought that this time the withdrawal would be paid and what a surprise when they now ask for a new document !!! Now they're asking for a bank statement for the last 90 days to prove all my deposits with Skrill !!! What do you mean you want me to prove all my Skrill deposits? Who is the casino to have the right to want to know how I deposit with skrill and all the proof? I have dozens of deposits at skrill, many of them are payments from other casinos... even ATM deposits, are made from several accounts or even by card, paysafecard, crypto... it is impossible to prove all skrill deposits and a casino has no power by law to make such a request !!! They asked me and they have the money to ask for all the proofs of how I deposited by skrill in the casino and I sent them. Now that they've seen that everything was all right, they're making a ridiculous request to see if they can get out of paying me the withdrawal!

Este casino não me paga o levantamento e faz de tudo para adiar a decisão de pagar. Registei há cerca de 2 meses neste casino tendo verificado a minha conta com tudo, Cartão de cidadão, selfie e comprovativo de pagamento da skrill. Joguei normalmente , sem bônus e fiz dois levantamentos bem sucedidos .

No dia 30 de abril fiz um pedido de levantamento e aí começaram os problemas . Este casino voltou a pedir me novos documentos de verificação e está a fazer de tudo para que a minha conta não fique verificada e eu não receba o dinheiro. Primeiro pediram prova de fundos, algo que nunca nenhum casino me tinha pedido mas tudo bem eu enviei e a minha conta ficou verificada. Achava eu que ia receber o meu levantamento mas passado mais alguns dias lembraram de voltar a pedir novamente para verificar a minha conta skrill com um extrato de todas as transações dos últimos 90 dias ! Eu enviei e a conta voltou NOVAMENTE a ficar verificada ! Achava eu que desta vez o levantamento ia ser pago e qual é o meu espanto quando agora pedem um novo documento !! Agora pediram um extrato bancária dos últimos 90 dias que prove todos os meus depósitos na skrill !!! Como assim querem que eu prove todos os meus depósitos na skrill ?? Quem é o casino para ter o direito de querer saber como é que eu deposito na skrill e todos os comprovativos ?? Eu tenho dezenas de depósitos na skrill, muitos deles são pagamentos de outros casinos.. mesmo os depósitos de multibanco , são feitos de várias contas ou até mesmo por cartão, paysafecard , cripto .. impossível comprovar todos os depósitos da skrill e um casino não tem poder para por lei fazer esse pedido !! Eles pediram me e tem o dinheiro de pedir todos os comprovativos de como depositei pela skrill no casino e isso eu enviei . Como viram que agora estava tudo certo estão a fazer um pedido ridículo a ver se conseguem não me pagar o levantamento !

Dear Mary412,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Has the casino requested any other documents that you haven't provided yet?
• Is there a reason provided by the casino as to why they are requesting these additional documents?

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,

Kristina

Good morning,

I have already sent as described :

-citizen card and selfie / proof of skrill deposit / proof of funds (source of income) / statement of all my skrill transactions in the last 90 days

all these documents have been sent and approved.

now they've asked me to send proof of all the deposits I've made with skrill? Who is the casino and what right do they have to ask me to prove deposits with a company that is not theirs? If anyone should ask me to justify the deposits I make with skrill, it's skrill.

I remind you that the casino is not asking me to prove the deposits I've made in the casino, they've already asked for that and I've already sent it and it's been approved. The casino is asking me to prove the deposits I made with skrill, and that's illegal!

of course I can't prove all the deposits I've made with skrill, most of the time the money I have in skrill comes from casino deposits and withdrawals. Many of the deposits I make at skrill are by ATM etc. They want a bank statement to prove all the deposits I've made at skrill and that's illegal because it has nothing to do with the casino.

The casino has given no justification for this behavior. Out of the blue they stopped approving my withdrawals and started with these additional requests for documents and since I sent everything they asked for, they're trying to ask for documents so that I can't verify my account.

Bom dia,

eu já enviei como descrito :

-cartão de cidadão e selfie/ comprovativo de depósito skrill / comprovativo de fundos( source of income ) / extrato de todas as minhas transações skrill nos últimos 90 dias

todos esses documentos foram enviados e aprovados.

agora pediram me para enviar um comprovativo de todos os depósitos que eu fiz na skrill ?? Quem é o casino e que direito têm eles de me pedir para comprovar os depósitos numa empresa que não é a deles ?? Se há alguém que me deveria pedir para justificar os depósitos que faço na skrill é a skrill.

recordo que o casino não está a pedir para eu provar os depósitos que fiz no casino, isso eles já pediram e eu já enviei e foi aprovado. O casino está a pedir que eu comprove os depósitos que fiz na skrill, e isso é ilegal !

é claro que eu não tenho como comprovar todos os depósitos que fiz na skrill, a maioria das vezes o dinheiro que tenho a skrill vem de depósitos e levantamentos de casinos. Muitos depósitos que faço na skrill são por multibanco etc eles querem um extrato bancário que comprove todos os depósitos que eu fiz na skrill e isso é ilegal porque nada tem a ver com o casino.

o casino não deu nenhuma justificação para este comportamento. Do nada deixaram de me aprovar os levantamentos e começaram com estes pedidos adicionais de documentos e como eu enviei tudo o que eles pediram , estão a tentar pedir documentos de modo a que eu não consiga verificar a minha conta .

I submitted all the documents requested by the casino again and the documents were approved. My account has been verified for the 5th time! And yet, despite having the account verified again, they won't pay out the withdrawal. Now they're going to wait a few more days and ask me again for another document, or even a repeated document just to delay and never pay me! Unbelievable! The casino won't even give me a reason, they just say they're doing additional checks and constantly postpone my withdrawal.

Submeti novamente todos os documentos pedidos pelo casino novamente e os documentos foram aprovados . A minha conta foi verificada pela 5a vez !! E mesmo assim, apesar de ter a conta novamente verificada não pagam o levantamento. Agora vão esperar mais uns dias e vão me pedir novamente outro documento, ou até mesmo um documento repetido só para atrasar e nunca me pagarem! Inacreditável ! O casino nem sequer me dá uma justificação, apenas diz que estão a fazer verificações adicionais e constantemente adiam o meu levantamento.

Thank you very much for your reply, Mary412. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina I have sent you all documents you asked.

you will see my account fully verified with 5 or more documents sent and still I am not receiving my bonus

Now casino is making me questions about money that I have in my account .. and about my house credit with bank .. who are they to ask those type of questions ?? It s more difficult to withdraw from casino than asking for a credit with a bank.. this is unbelievable

Thank you very much, Mary412, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Mary412,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Billionairespin Casino representative to join this conversation.

Dear Billionairespin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello!

We are writing to inform you that we are still awaiting the necessary documentation required to proceed with the verification process.

Please note that this procedure is in full compliance with our Anti-Money Laundering (AML) policy.

According to the information associated with your Skrill account, it appears that you have received payments via the Multibanco payment system, and those funds were subsequently used for deposits.

To move forward, we kindly ask you to provide payment receipts or screenshots clearly showing these transactions.

We understand your concerns regarding the transfer of personal information and wish to assure you that the security and confidentiality of your data are of the utmost importance to us. All information submitted is handled with strict adherence to applicable data protection regulations.

We would also like to remind you that such documentation requests are standard industry practice. As per Maltese law and the Prevention of Money Laundering Act, we are legally obliged to conduct these checks to ensure compliance with regulatory requirements.

We appreciate your understanding and cooperation in this matter. Please be advised that if you choose not to proceed with the verification process, we will regrettably be unable to resolve the situation without the required documentation.

Thank you for your attention, and we look forward to your prompt response so that we may bring this matter to a swift resolution.

Best regards,

Billionairespin Casino

Dear Mary412,

Could you please inform me, when you will be able to provide the requested document?

Thank you.

Good afternoon, I have already provided all the requested documents as I sent them to you and the account has been verified.

Now the casino is asking not for proof of deposit in the casino, but for proof of deposit in skrill, which is a company that does not concern the casino. If anyone can ask me to prove the money I've deposited at skrill, it's that company... I've deposited at skrill in various ways, by ATM, by crypto, by money I've received from other casinos... this has nothing to do with the casino and if anyone has to ask about these deposits, it's skrill... how do they want me to show dozens of ATM deposits at skrill (I repeat, at skrill and not at the casino)? Those are payments by ATM reference that are paid by anyone to any account/bank... the casino has nothing to do and has no right to ask for documents that do not concern their casino but skrill... I repeat, I have already verified my deposits in the casino 3 times through skrill... now the casino cannot ask me to verify the deposits in skrill because it is something that only concerns skrill.

this casino has already asked me for verification 6 times and has asked for all kinds of documents. It's clear that it's acting in bad faith and that it's doing everything it can not to pay me. He's even asked me about my mortgage. SMS never even justified why he was doing it. I doubt that all the users of this casino have to check their account so many times in 2 months... at the moment the account is completely verified and yet I haven't received the money for 1 month.

Boa tarde, eu já forneci todos os documentos pedidos tal como enviei para si e a conta está verificada.

Agora o casino está a pedir não os comprovativos de depósito no casino, mas sim os comprovativos de depósito na skrill, que é uma empresa que não diz respeito ao casino. Se alguém me pode pedir para comprovar o dinheiro que depositei na skrill é essa mesma empresa.. eu depositei na skrill por diversas formas, multibanco, por cripto, por dinheiro que recebi de outros casinos .. isso não tem nada a ver com o casino e se alguém tem que perguntar sobre esses depósitos é a skrill.. como é que querem que eu mostrei dezenas de depósitos por multibanco na skrill ( volto a repetir , na skrill e não no casino ) ? Aquilo são pagamentos por referência multibanco que são pagos por qualquer pessoa em qualquer conta/banco.. o casino não tem nada a ver nem tem o direito de pedir documentos que não dizem respeito ao seu casino mas sim a skrill.. volto a repetir, eu já comprovei 3vezes os meus depósitos no casino através da skrill.. agora o casino não me pode pedir para comprovar os depósitos na skrill porque é algo que só à skrill diz respeito.

este casino já me pediu verificação 6vezes e já pediu todo o tipo de documentos. Está visto que está a agir de má fé e que está a fazer de tudo para não me pagar. Inclusive até sobre o crédito habitação já me Perguntou.. SMS nunca sequer justificar o porquê de o estar a fazer. Duvido que todos nós utilizadores deste casino tenham de verificar a sua conta tantas vezes em 2 meses .. neste momento a conta está completamente verificada e mesmo assim estou há 1 mês sem receber o dinheiro.

Dear Mary412,

Please understand that the requested information is vital for the casino to ensure the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations are typically mandated by the Licensing Authority for the Gaming and Gambling Industry, and all licensed casinos must adhere to these policies. While the casino's verification process may seem stringent, it is not uncommon within the industry.

In Billionairespins's AML policy, which the player has to agree with, is mentioned, that

3.3. Users must provide all information to the Company which we reasonably require in order to adhere to jurisdictional requirements and to manage money-laundering or financing of terrorism and economic and trade sanctions risk, or to comply with any laws or regulations in any jurisdiction.

Please notify me, when you will be able to provide the requested document.

Thank you for your understanding.

you can close this subject. After more than a month of waiting, I canceled the withdrawal and continued playing. I lost everything on the slots. The casino got what it wanted and the casino guru does nothing to protect the players.

podem fechar este assunto. Após mais de um mês à espera, cancelei o levantamento e continuei a jogar. Perdi tudo nas slots. O casino conseguiu o que queria e o casino guru em nada protege os jogadores .

Thank you for your reply, Mary412.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru