Billionairespin Casino - El retiro del jugador se retrasa debido a restricciones de la cuenta.

My account has been verified and I paid €250 with a digital credit card and the casino accepted my deposit. Then I won €800 and unfortunately my withdrawal was rejected because the casino wants proof of my deposit. I can no longer prove that I have a visa because it has been deleted. I have written to customer service a thousand times to find a solution, but people want a photo of this card. I have uploaded a screenshot of my Google wallet and the invoice from Klarna, but it is not accepted.

I called and wrote to Klarna asking for proof or confirmation, but they didn't respond. They just told me the invoice was enough and that the card had been deleted and now my account is blocked, but I can log in and see my money.

Best regards

Mein Konto ist geprüft und ich habe mit Digital kridet karte 250€ bezhalt und hat casino meine Einzahlung Akzeptiert dann ich habe 800 gewonnen und meine Auszahlung leider abgelehnt weil casino will Nachweise von meine Einzahlung, ich kann dise visa nicht mehr nachweisen weli ist gelöscht, ich habe kundenservice tausend mal geschrieben um eine Lösung zu finden aber die Leute wollen Foto von diese karte ich habe Screenshot von mein Google wallet hochgeladen und Rechnung von klarna aber ist nicht Akzeptiert

Ich habe klarna angerufen und geschrieben um eine Nachweise oder Bestätigung auch keine Antwort nur habem mir gesagt Rechnung ist genug und einmal karte ist gelöscht und jetzt ist mein Konto gesperrt aber ich kann einloggen und mein Geld sehen.

Mit freundlichen Grüssen

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you, could you please provide more details by answering the following questions:

• Can you confirm if you have received any specific messages from the casino regarding your account being blocked?
• Have you tried alternative methods to verify your deposit, aside from the screenshots you mentioned?
• Have you received any other requests or requirements from the casino that might help resolve the issue?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

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Dear Ladies and Gentlemen,

Thank you for your message,

I haven't received an email from the casino about my account being blocked. I asked customer service and there was no answer. I tried again and again to find other solutions but Cadino didn't accept any of them. I sent a screenshot of my contact with my bank to customer service and it says that it is impossible to prove that I have this digital credit card because it was deleted straight away. I have sent all emails between me and my bank to the casino and I explained that my bank said the invoice is proof that the money belongs to me. I have already sent Cadino a screenshot of my salary bank account to show that I am working and that I am getting my money.

I tried everything possible to find a solution, but unfortunately the casino blocked my account for no reason and kept my money.

Best regards

Sehr geehrter Damen und Herren,

Ich bedanke mich für Ihre Nachricht,

Ich habe kein Email von casino gehabt wegen Sperrung von mein Konto, ich habe kundenservice gefragt kein Antwort, Ich habe immer und wieder probiert anderen Lösung zu finden aber der cadino hat alles nicht Akzeptiert , ich habe Screenshot von mein Kontakt mit meiner Bank kundenservice mitgeteilt und steht drin dass Nachweisen von diese Digital Kreditkarte unmöglich ist weil ist gleich gelöscht, ich habe alle Emails zwischen ich und mein Bank der casino mitgeteilt und ich habe erklärt dass mein Bank hat gesagt die Rechnung sind Nachweise dass ich das Geld gehört mir, ich habe cadino Screenshot schon von mein Gehalt Bankkonto gesendet dass ich arbeite und bekomme ich mein Geld.

Ich habe alles mögliche probiert eine Lösung zu finden aber leider casino hat mein Konto ohne Grund gesperrt und mein Geld behalten.

Mit freundlichen Grüssen

Thank you very much for your reply. 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.

Hello,

I sent everything.

Lg

Hallo,

Ich habe alles gesendt.

L.g

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello H.M77,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help somehow. Please forward me all the documents you have provided to the casino in this regard, as well as all the emails from your bank regarding the disputed temporary credit card, to michal.k@casino.guru

We would like to invite Billionairespin Casino to join the conversation.

Dear Billionairespin Casino,

Can you please provide clarification on why the documents the player has provided you in regard to the temporary credit card ending with 7836 are not deemed sufficient?

Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via MS Teams or at michal.k@casino.guru

Hello Michael

Yesterday I contacted the Casino Billionairespin again and I sent an invoice from my bank with all the necessary information, including the number of the one-time credit card and the date of order and everything, but the Casino has again rejected my payment. The Casino wants a photo of both sides of the one-time virtual debit card and that is not possible, my Bank explained.

The casino simply doesn't want to pay out my money. Despite this, I have sent proof of salary and invoices and everything, but unfortunately this casino does not have a German license and today I found something strange. Other websites with online casinos have the same address as Billionairespin but a different name, SAVA SPIN, and I find that really strange.

I went to see my lawyer and he told me that this wasn't my first time. Unfortunately, you have to be careful, but this was my first experience with this kind of online game and it was unfortunately very bad.

Lg

Hallo Michal

Ich habe gestern wieder mit dem Casino Billionairespin kontaktiert und ich habe Rechnung von mein Bank gesendt mit allem benötigen Informationen war die Nummer von die Einmal kredit Karte drin und Datum von Bestellung und alles, trotzdem der Casino hat wieder mein Dekomente abgelehnt, Casino will Foto von beiden Seiten des Einmal Virtuelle Debitkarte und das ist nicht möglich, hat mein Bank erklärt,

Der Casino einfach will mein Geld nicht auszahlen lassen, Trotzdem habe ich Gehalt Nachweise auch gesendt und Rechnung und alles aber leider diese Casino hat keine Deutsche Lizenz und heute habe ich auch etwas komisch gefunden andere Websites mit online Casino mit gleidchen Adresse wie Billionairespin aber andere Name, SAVA SPIN und ich finde das ganz komisch.

Ich war beim mein Rechtanwalt und er hat mir gesagt dass ich nich erste Fall ist ,Leider muss mann vorsichtig sein aber das war meine erste Erfahrungen mit solchen online Spiel und war leider ganz schlecht.

L.g

Dear H.M77

Thank you for your response. If you have not done so yet, please forward me all the documents you have provided to the casino in this regard, as well as all the emails from your bank regarding the disputed temporary credit card, to michal.k@casino.guru

Hello H.M77,

We are pleased to inform you that your account has been successfully verified following the submission of the requested documents. As confirmed through our internal communication, you have been notified of this and we can also see that you have already requested a withdrawal.

As outlined in our Terms and Conditions, once a withdrawal is processed, it may take up to 5 banking days to be credited to your account via bank transfer.

Thank you for your cooperation and understanding.

Best regards,

Billionairespin Casino

Hello, Michael,

Thank you for your help,

Today the casino finally wrote to me and explained to me that I can withdraw my money,

I say again many thanks for you and for Casino GURU Team

I also have to say that Casino Billionairespin has finally responded and I think that's good. I'm now waiting for my money.

My casino account is still blocked, but that's ok and maybe it will be reactivated after a payout.

Thank you very much again.

Lg

HM

Hallo, Michal,

Ich bedanke mich für deine helfe,

Heute hat endlich der Casino mir geschrieben und hat mir erklärt dass ich mein Geld Auszahlung lassen darf,

Ich sage nochmal vielen herzlichen Dank für dich und für Casino GURU Team

Ich muss auch sagen der Casino Billionairespin hat Endlich reagiert und ich finde dass auch gut , ich warte jetzt auf mein Geld.

Mein Konto beim Casino ist immer noch gesperrt, aber ist ok veleicht nach Auszahlung wurde wieder Acktiviert .

Vielen herzlichen Dank nochmal .

L.g

H.M

I appreciate everyone's feedback. It is reassuring to know that the situation has been clarified, allowing us to progress towards a positive resolution.

Dear H.M77,

Please let me know once you receive the withdrawal. As mentioned by the casino team above, it could take up to 5 days to arrive, so please be patient. I trust your case will have a happy ending.

Hello Michael,

I received my money today, thank you very much for your help,

Unfortunately the casino has closed my account due to management decision,

I have to say the customer service is really great but it took management a long time to make a decision.

Thanks again to the whole Guru team.

Hallo Michal,

Ich habe heute Mein Geld erhalten, vielen herzlichen Dank für deine helfe,

Leider der Casino hat mein Konto geschlossen auf Grund Mangment Entscheidung,

Ich muss sagen der kundenservice ist wirklich Super aber der Mangment hat viel Zeit gebraucht bis hat entschieden.

Vielen Dank noch mal für die ganze Guru Team.

Dear H.M77,

I understand that the closure of your account may be somewhat disappointing, but since every casino operates as a private entity, they have the right to close any player account at their discretion, provided that all financial obligations are met. Nevertheless, I am pleased that our assistance contributed to resolving the issue and that you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru