BillyBets Casino - A conta do jogador foi encerrada.

I made a deposit and played it without a bonus, my winnings amounted to €1000, I requested a withdrawal of €500 and it was put under review for three days, waiting and there was no response, I tried to enter to play and it turns out that I couldn't, I contacted customer service via chat and they told me that my account had been cancelled, I asked for the reason and they told me that it was an administrative decision and they couldn't provide me with any information? I demand a solution

Hice un depósito y lo jugué sin bono,mis ganancias ascendieron a 1000€,pido un retiro de 500€ y se pone en revisión tres días,esperando y no hay respuesta,intento entrar a jugar y resulta que no puedo,me pongo en contacto con atención al cliente mediante chat y me dicen que mi cuenta ha sido cancelada,les pido el motivo y me dicen que es una decisión administrativa y no pueden facilitarme ninguna información?exijo una solucion

Hello jnan1967,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BillyBets Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have not been asked to verify my account.

Decline the bonus, meaning it's real money.

Yesterday afternoon and this morning I contacted the customer service chat.

I have no problem verifying my account, thank you.

No me han pedido k verifique mi cuenta.

Rechace el bono,o sea que es dinero real.

Ayer tarde y está mañana me he puesto en contacto con el chat de atención al usuario.

No tengo problema en verificar mi cuenta,gracias

I was not asked to verify, otherwise I have no problem doing so.

I declined the bonus because I know the policy.

The last time was today and it was regarding my account, which they canceled without any explanation. My question is, when you lose, do they also cancel it or do they make a profit?

My next step will be to go to the consumer office

No me pidieron que verificase,de lo contrario no tengo problema en hacerlo.

Rechace el bono xq conozco la política.

La última vez ha sido hoy y ha sido referente a mi cuenta la cual l han cancelado sin darme ninguna explicación,mi pregunta es,cuando pierdes también las cancelan o se lucran.

Mi siguiente paso será ir a la oficina del consumidor

I'm still waiting for a reply, I'll continue posting reviews on all the pages that allow me.

Sigo a la espera de contestación,seguiré poniendo reseñas en todas las paginas k me lo permita

Hello jnan1967,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear jnan1967,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What type of documentation do they need? If it's an ID, I have no problem. The casino didn't ask me to verify my account. Thanks.

K tipo de documentación necesitan,si es DNI no tengo problema,el casino no me pidió k verificará mi cuenta,gracias

I'm still waiting

Sigo a la espera

Thank you jnan1967 for all the information provided. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks, I hope you can fix it.

Gracias,espero k puedan solucionarlo

Hello jnan1967, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BillyBets Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed before processing the payout of the winnings? I would also appreciate if you could provide us with any and all relevant evidence. In case of sensitive information you can't share within the thread, you can send me any and all evidence and details directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

You haven't given me any reason why you closed my account and the only proof I have is what I sent you.

No me has dado ninguna razón or la cual han cerrado mi cuenta y la única prueba k tengo es la k os he mandado

Dear jnan1967,

Thank you for reaching out.

We would like to inform you that your request has been forwarded to our dedicated complaints team for further review.

It is currently being processed, and as soon as we have any updates, we will notify you via email and provide a full response to your complaint.

We appreciate your patience and understanding.

Best regards,

BillyBets casino team

I remind you that I made a mistake when entering the email, I put and my email is

Os recuerdo k tuve un error al poner el email,puse jnan2967@gmail.com y mi email es jnan1967@gmail.com

Dear all,

Thank you for your patience.

We would like to inform you that the account was closed with winnings confiscated due to fraudulent activity, namely chargebacks which were located during customer's activity.

Best regards,

BillyBets casino team.

What does fraudulent activity mean? Obtaining profits is a fraudulent activity. Go away, there is nothing fraudulent, they are games of chance and I had to give myself an explanation on what you base your actions, because I don't understand anything.

K kiere decir actividad fraudulenta,el optener ganancias es una actividad fraudulenta,en k os vayáis,no hay nada fraudulento,son juegos de azar y me tocó,darme una explicación en k os basais,xq no entiendo nada

Dear BillyBets casino team, could you please elaborate at least a bit on the reasons for confiscating the winnings? Also, please send me the evidence by e-mail to matej.l@casino.guru alongside the results of your investigation, so we can confirm what happened, without giving away sensitive information. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

Thank you for your message.

We are currently reviewing the matter and working diligently to gather all relevant information regarding the query. We sincerely apologize for the delay in our response and appreciate your patience. Please note that this process may require a bit more time to ensure a thorough and accurate resolution.

We will update you as soon as we have more details.

Best regards,

BillyBets Casino Team

Thank you for the update, BillyBets Casino Team. Please send me all the evidence and details regarding the investigation once you have them, at matej.l@casino.guru. Thank you very much.

Why do I get the feeling they're taking us for a ride? They're slow to respond because nothing they say makes sense!

Porque me da la sensación de que nos están tomando el pelo?tardan en dar respuestas porque no tiene lógica nada de lo k dicen!!

Dear jnan1967,

Can you please provide us with the email address that you used to create your account with?

Thank you for your cooperation!

Best regards,

BillyBets team

I am glad things are moving forward! :) Please, let us know of your findings as soon as possible, and if any sensitive information or internal files needs to be shared, you can e-mail them to me directly at matej.l@casino.guru.

Dear all,

We have sent a reminder to our provider and are still waiting for their update.

We appreciate your patience.

Best regards,

BillyBets team

Thank you for keeping us up to date, BillyBets team. In case you need to share some sensitive information from the internal files, it can be all sent to me directly to matej.l@casino.guru.

Dear Matej,

We will send the information when we receive it from our provider. Unfortunately, we are still waiting for it.

Best regards,

BillyBets team

I understand these things usually takes time. BillyBets team, I will swap the timer your way, please let us know once you receive the details, so we can move the complaint further. Thank you.

Dear Matej,

We truly appreciate your understanding.

We are still waiting for an update from our provider. Hopefully we will get an update soon!

Best regards,

BillyBets team

I feel like the supplier is taking us for a ride!!

Me da la impresión de que el proveedor nos está tomando el pelo!!

Dear jnan1967,

We apologize for the inconvenince. We understand your frustration. However, rest assured that this is being looked into. It is taking a while because the evidence needed is a bit old.

We will let you know as soon as we have some news.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

BillyBets team

I can confirm that getting information from the game providers can be tediously long process, however it should be given in a reasonable time period. We'll give the casino a bit more time to get the evidence needed, however if you could push the provider for the information, that would be much appreciated.

What is the way to pressure them?

Cual es la manera de presionarlos?

Dear all,

We are truly grateful for your understanding and patience. We have asked the relevant department for an update from our provider. We really hope for an update as soon as possible!

Best regards,

BillyBets team

I ask that you expedite the case as much as possible. I'm not asking for anything that isn't mine. Otherwise, I will go to the consumer advocate and post the negative reviews on all the necessary platforms. I think enough time has passed for you to have reviewed the case. Thank you.

Pido k acelereis el caso lo máximo posible,no pido nada k no sea mio,de lo contrario acudiré al defensor del consumidor y pondré las reseñas negativas en todas las plataformas necesarias,creo k ya ha pasado el tiempo suficiente para k os hayáis revisado el caso,gracias

Dear all,

Due to the limitations on payment provider's side, we did not manage to have a sufficient enough proof of the chargeback.

Since we understand that it would have been a crucial piece of evidence for us to prove our point, we would like to reach a mutual agreement. We are willing to pay the customer the deducted winnings, subject to full verification of the account. The account, however, will remain closed.

Best regards,

BillyBets team

Thank you for the update, BillyBets team, much appreciated. What would be the refunded amount please?

You can either send it to the player by e-mail with me in the copy (matej.l@casino.guru) or post it here in this thread. In that case I will set the reply as "sensitive information", so nobody except the parties involved will be able to see the details.

Dear all,

To move forward with the agreement, we kindly ask that jnan1967 completes the verification process on his account. All necessary details are available in the verification tab under his profile, where the required documents can be uploaded. Your prompt attention to this matter would be greatly appreciated, allowing us to proceed without delay.

Best regards,

BillyBets Team.

Dear jnan1967, please let us know here once you submit all the required documents for KYC. Thank you.

Hello, good morning, what documents do you need?

Hola buenos días,k documentos necesitáis???

As per the original message:

All necessary details are available in the verification tab under his profile, where the required documents can be uploaded. 

No verification tab appears under my profile,

No sale ninguna pestaña de verificación bajo mi perfil,

Only this comes out.

Solo sale esto.

Dear jnan1967, you are looking at the settings within your Casino Guru account. Casino Guru is not a casino, also we do not require you to pass the KYC procedure. We are not the ones who will be refunding you. We are her just to mediate.

Instead, I would strongly recommend you logging back into your BillyBets Casino account and look for the verification options there. The casino is the one who needs to verify you, to be able to send you the money.

Dear jnan1967,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, good morning. I checked my account. I've sent you emails, but you haven't responded. I've asked you directly about my case, but you've ignored me. Can you intervene again? Thank you.

Hola buenos días,verifique mi cuenta,les he mandado emails a los cuales no contestan,les pregunto directamente por mí caso y no me hacen caso,podéis volver a intervenir,gracias

As I have not received any e-mail, my guess is the message above is addressed to the casino.

Dear BillyBets Team, can you please give us an update on the status of the verification process of the player, and what is the current hold up, so we can try to resolve it? Thank you.

Yes, thanks

Si gracias

Dear jnan1967,

We would kindly ask you to confirm which email address you used, as we are unable to locate your emails.

Best regards,

BillyBets team

Good morning, I have already sent everything you have requested. I don't know what problem they will give us now. Thank you very much.

Buenos días,Ya he mandado todo lo k me han solicitado.,no se que problema nos pondrán ahora,muchas gracias,

As this case is already dragging for over 3 months, I propose one final try.

Dear BillyBets team, can you please start by posting here an exact list of what documents you need the player to provide and on what e-mail address are those to be sent? Thank you.

Dear all,

We are currently checking the matter with the relevant department. We will inform you as soon as we have an update from them.

Thank you for your patience!

Best regards,

BillyBets team

I've sent you that information three times already. Are you doing this to entertain me? I think you're pulling my leg.

Esa información se la he mandado tres veces ya,lo hacen para entretenerme???creo k me están tomando el pelo

Dear all,

We thank jnan1967 for providing their bank details. They have been forwarded to the relevant department. We will inform you with further updates as soon as possible.

Best regards,

BillyBets team

Dear all,

Thank you for your patience.

We would like to inform you that client's manual withdrawal has been completed successfully.

Kind regards,

BillyBets Casino team

This is great! Thank you BillyBets Casino Team for sorting this out. :)

Dear jnan1967, please let us know once you receive the money, so we can close this complaint as resolved.

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

Dear jnan1967,

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,

Matej