BillyBets Casino - A conta do jogador foi encerrada.

Hello, I suddenly can't log in anymore. My account is deactivated and support can't help me. There is €14.98 in my account.

Hallo, ich kann mich plötzlich nicht mehr einloggen. Mein Konto ist deaktiviert und der Support kann mir nicht weiterhelfen. Es befinden sich 14,98 Euro auf meinem Konto.

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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.

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Dear AK1982888,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello, I played slots. This was with real money. Verification was never requested.

Hallo, ich habe Slots gespielt. Es handelt sich hier um Echtgeld. Verifizierung wurde nie angefragt.

Hello,

Thank you for bringing this matter to our attention.

We have reviewed the case and can confirm that the account in question has been closed in accordance with our Terms and Conditions. At the time of closure, the remaining balance was processed accordingly, and there are no pending funds on the account.

At the moment, we have not received any direct requests from the player regarding this matter via our support channels. If you would like us to take another look or provide further clarification, we kindly ask you to contact our support team directly and provide any additional details.

We remain available to assist you.

Kind regards,

BillyBets Casino Team

There was still €14.98 in the account, but I haven't received the money. They asked for my bank details in the email, but the money hasn't appeared.

Es befanden sich auf dem Konto noch 14,98 Euro und das Geld habe ich nicht erhalten. Sie haben in der Email nach meinen Bankdaten gefragt, das Geld ist jedoch nicht erschienen.

I received this email. Nothing else. No confirmation that the money was sent, and nothing has been credited to my bank account.

diese Email habe ich erhalten. Ansonsten gar nichts. Keine Bestätigung, dass das Geld gesendet wurde und auf dem Bankkonto ist auch nichts eingegangen.

Dear Player,

Thank you for your response. Could you please confirm whether you have provided the information requested by the casino? Additionally, could you please forward a bank statement covering the relevant period to my email address? You can reach me at attilla.g@casino.guru.

Thank you for your cooperation.

I sent you an email showing my bank statement. There you can see that it's a lie that Billybets claims they sent me my money. It's not true.

Ich habe Ihnen eine Email geschickt, wo sie meinen Kontoauszug sehen. Da sehen Sie, dass es eine Lüge ist, dass billybets behauptet, sie hätten mir mein Geld gesendet. Es stimmt nicht.

Dear AK1982888, thank you for your response. Unfortunately, I haven't received the bank statement. Could you please check again?

Thank you in advance for your reply.

Hello, it seems you couldn't receive the email because you gave me the wrong email address. attilla.g@casino.guru written, but it had to be attila.g@casino.guru be.

I've sent it again now. I don't want them to drag this case out. It was reported here on March 25th, and we haven't made any progress. After every message from me, seven days pass with no action.

Hallo, Sie konnten die Email wohl nicht bekommen, da sie mir eine falsche Email Adresse gegeben haben. Sie haben mir attilla.g@casino.guru geschrieben, es musste aber attila.g@casino.guru sein.

Jetzt habe ich es nochmal geschickt. Ich will jetzt nicht, dass sie diesen Fall komplett in die Länge ziehen. Am 25.03. wurde dieser Fall hier gemeldet und wir sind noch keinen Schritt weiter gekommen. Nach jeder Nachricht von mir vergehen 7 Tage, wo nichts passiert.

Dear AK1982888,

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, Martina (martina.b@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,

Attila

Dear AK1982888,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 

Dear BillyBets Casino, could you please provide us with more information about this case and state the reason why the player has not received his money yet?

Thank you in advance for providing the information.

Dear Martina,

Thank you for reaching out and for your assistance with this matter.

We would like to provide the following update regarding the player's account and the remaining balance of €14.98.

On March 25th, an email was sent to the player requesting the necessary documentation to proceed with the verification process required for the balance withdrawal. To date, we have not received any response from the player, nor have they contacted our support team via email or live chat to follow up on this matter.

We remain ready to process the withdrawal as soon as the player provides the requested information (email: cs@billybets.com). We kindly ask the player to check their inbox, including spam or junk folders, and to respond to our email or reach out to our support team directly so we can proceed without further delay.

Kind regards, BillyBets Casino Team

I had everything for you back then kyc@billybets.com Sent. It's a shame everything's a mess for you. I've got it on now too. cs@billybets.com sent.

Ich hatte Ihnen damals alles an kyc@billybets.com geschickt. Schade, dass bei Ihnen alles durcheinander ist. Ich habe es jetzt auch an cs@billybets.com geschickt.

Dear AK1982888,

I sincerely empathize with your frustration and truly appreciate your cooperation during this time. Thank you for your understanding!

Dear BillyBets Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the AK1982888´s verification process.

Please let us know at your earliest convenience.

Dear Martina, dear AK1982888,

Thank you for your patience.

We can confirm that the verification process required for the withdrawal has now been successfully completed. We appreciate the player’s cooperation and thank you for providing all the necessary documents.

The withdrawal has been processed manually on April 22. Please note that manual withdrawals may take up to 96 hours to be completed.

Kindly allow this time for the funds to be received. If there are any further questions, we remain at your disposal.

Kind regards,

BillyBets Casino Team

Dear BillyBets Casino,

thank you so much for the good news!

Dear AK1982888

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello, I received the money today.

Hallo, ich habe das Geld heute erhalten.

AK1982888

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.