Billionairespin Casino - La retirada del jugador se ha retrasado.

Hello, on 25.2 I won 18,500, I had two withdrawals, the first time 10,000 and then 8,500, the casino canceled my withdrawal, saying that they had to verify my account, my account is verified, everything is green, to this day I have not received the money nor have I received it back to my gaming account. Thank you

Dobrý den, 25.2 jsem vyhrála 18 500,měla jsem dva výběry poprvé 10.tisic a pak 8.5tisice, kasino mi výběr zrušil s tím, že musí ověřit můj účet, účet mám ověřený, vše zelené, do dnešního dne jsem peníze neobdržela ani jsem je nedostala zpět na svůj herní účet. Děkuji

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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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you submitted to the casino for verification and the exact dates you submitted them?
• When exactly were your withdrawal requests cancelled? Are you certain the funds were not returned to your account or that you did not continue playing with them?
• Have you contacted customer support regarding this issue? If so, what guidance or advice did they provide?

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

Best regards

Veronika

Hello, I think I have documented everything necessary except for the full statement with email, because Skrill does not allow it for security reasons, my account is verified and I did not get my money back and I did not lose either, I think the casino should have an overview of its payouts, so I have not received my winnings to this day. Thank you

Dobrý den, dolozila jsem si myslím vše potřebné až na celkový výpis s emailem, poněvadž to Skrill kvůli zabezpečení nedovoluje, účet mám ověřený a peníze jsem zpět nedostala a ani neprohrala, myslím si, že kasino by mělo mít přehled o svých vyplatach, tudíž do dnešního dne jsem svojí výhru neobdržela . Děkuji

Please send me a screenshot of the verification section in your account so we can check which of your personal details have not yet been reviewed by the relevant department of the casino.

Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to veronika.f@casino.guru.

Thank you for your patience and cooperation.

Hello, I hope I forwarded all the communication to you. Thank you Musilová

Dobrý den, snad jsem vám veškerou komunikaci preposlala. Děkuji Musilová

Hello Pipuska,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Pipuska;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru and please resend all of needed documents as welll to this email.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Pipuska,

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, I have sent everything I need repeatedly. Thank you

Dobrý den, opakovaně jsem vše potřebné poslala. Děkuji

Dear Pipuska,

Thank you for your message.

Unfortunately, I do not have access to the documents that were previously sent to Veronika.

Could you please resend all the documents and communication you have shared with her?

Kindly send them to karla.m@casino.guru or attach them directly here in the complaint thread.

Thank you very much for your cooperation.

Karla

Dear Pipuska,

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, I've sent it several times already, what specifically do you have? Thank you Musilová

Dobrý den, vždyť jsem to poslala už několikrát, co konkrétně nemáte? Děkuji Musilová

Dear Pipuska,

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, Lucia, (lucia.s@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,

Karla Mayfly

Hello Pipuska,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Billionairespin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear All,

We have sent mail to Veronica, please review it when you can.

Thank you for your message and for your understanding, we appreciate it.

Best regards,

Billionairespin Casino

So now I don't understand it at all

Tak teď tomu vůbec nerozumím

Dear Billionairespin Casino Team,

I kindly request that you send all documentation to my email at lucia.s@casino.guru, as Veronika is no longer handling this case. Thank you for your understanding and assistance.

Dear Lucia,

Thank you for your message, we appreciate it.

We have sent an email with evidence regarding the account , please review it at your leisure.

Best regards,

Billionairespin Casino

Okay, thank you.

Dobře, děkuji

Dear Pipuska,

The casino has informed me that they currently have no record or indication of the two cancelled withdrawals you previously mentioned.

Could you therefore please resend to me all of the documentation and evidence that you previously provided to my colleague Veronika? Additionally, please provide a screenshot from your casino account clearly showing that your account status is marked as fully verified.

Kindly send all the requested documents to my email address at lucia.s@casino.guru.

Thank you in advance for your cooperation. I will await your response.

Hello, I have sent all the communication and photos several times, so I don't understand why again. Thank you Musilová

Dobrý den,veškerou komunikaci a fotky jsem poslala několikrát, tudíž nechápu, proč znovu. Děkuji Musilová

Hello Pipuska,

After reviewing the documentation you provided, we unfortunately still do not have enough information to fully clarify the situation. The casino currently states that they have no record or knowledge of the two transactions you are disputing, which creates a discrepancy between your statement and the casino’s records.

To help us continue the investigation, could you please provide the following:

• A full transaction history from your casino account
• The current balance of your casino account
• Confirmation whether your casino account is fully verified

Additionally, based on the documentation provided by the casino, we can see that:

• A withdrawal of 18,750 CZK was successfully paid out to you in January 2026
• Two days later, another withdrawal request for 18,750 CZK appears to have been canceled from your side

However, there is currently no mention in the casino records of the 10,000 CZK and 8,500 CZK withdrawal requests from February 2026.

I have already asked the casino representative to provide the transaction history of your account covering February and March 2026, as well as to clarify the current status of your account. I will let you know once I receive more information regarding the matter from the casino.

Thank you for your cooperation.

Hello, January is fine, I won 2 times in a row in February and I was not paid. Thank you Musilová

Dobrý den, leden je v pořádku, já vyhrála 2x po sobě v únoru a to mi nebylo vyplaceno. Děkuji Musilová

Dear Pipuska,

We would like to inform you that your last successful withdrawal attempt was made on 7 January, and the most recent withdrawal was cancelled from your side on 11 January.

To ensure we can provide proper assistance with your inquiry, we kindly ask you to confirm the email address registered to your casino account. You can find this information in your account details, located in the top right corner.

Dear Lucia,

We have sent you an email containing additional information. Kindly review it at your earliest convenience.

Best regards,

Billionairespin Casino

Dear Pipuska,

I would like to kindly inquire whether you have had the opportunity to provide the account information that was requested from the casino. Additionally, if there are any updates on your end?

Dear Pipuska,

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, which email should I send everything to? I've already sent it 3 times to someone different each time and you keep passing me around without any information. Thank you for your reply.

Dobrý den, na který email mám vše poslat. Už jsem to posilala 3x pokaždé někomu jinému a stále si mě mezi sebou prehazujete a bez informací. Děkuji za odpověď

Hello, where should I send the documents? Thank you

Dobrý den, kam mám poslat dokumenty. Děkuji

Hello, I still haven't received any information. Thank you

Dobrý den, stále jsem neobdržela žádnou informaci. Děkuji

Dear Billionairespin Casino Team,

could you please provide a response to the players inquiry?

Dear Pipuska,

you can confirm the email address registered to your casino account directly in this thread (it will be set as private, visible only to us and the casino). Alternatively, you can send the details to me at lucia.s@casino.guru.

Yes, I have no problem. Thank you Musilová

Ano, nemám problém. Děkuji Musilová

Dear Pipuska,

Please send the required information to our email at support@billionairespin.com.

Please note that the account registered under the email address provided in your CasinoGuru account does not match the information you have submitted. For verification purposes and to ensure full transparency, we kindly request a screenshot of your casino account details with the email address clearly visible.

Alternatively, you may attach the requested files directly to your complaint if you prefer this option.

At this time, we have not yet received confirmation regarding your account information. If you have any further questions, please do not hesitate to contact us.

Best regards,

Billionairespin Casino

Dear Pipuska,

I kindly request that you provide the requested information to the casino at your earliest convenience. Once you have done so, please inform me so that we can remain updated on the current status of the case. Thank you for your attention to this matter.

Dear BillionaireSpin Casino Team,

Could you please let me know whether you were able to locate the player's casino account associated with the aforementioned email address?

If any additional information is required from our side or from the player in order to identify the account, please let us know and we will be happy to assist.

Thank you for your cooperation, and I look forward to your response.

Dear Pipuska,

We would like to inform you that the email address you have provided is associated with an account in our system; however, this account shows no activity, meaning no deposits or withdrawals have ever been made.

To clarify, the email address listed in your CasinoGuru account does not correspond to the information currently provided. The email you have now shared is linked to an inactive account, which prevents us from proceeding with further assistance until the correct account details are verified.

To ensure the accuracy of the information, we kindly ask you to log in to your account and follow these steps:

• Click on your profile icon in the top-right corner.

• In the pop-up menu, select your username.

• You will be redirected to your account page, where your registered email address will be displayed.

• Please also review your transaction history to confirm that this is the correct account.

Once you have confirmed your account details, you may either inform us of the correct email address or provide a screenshot via your complaint.

Dear Lucia,

We have sent you a separate email containing further information regarding this matter.

Kind regards,

BillionaireSpin Casino

Dear Pipuska,

As the casino is still unable to locate the withdrawals you referred to, I kindly ask that you follow the instructions provided by the casino and submit the requested information. This is necessary for us to continue the investigation and clarify the circumstances surrounding the disputed transactions.

I have also sent you an email requesting additional details that may help us move the case forward. At your convenience, please review the email and provide the requested information.

Your cooperation is greatly appreciated and will help us resolve this matter as efficiently as possible.

Dear Pipuska,

Thank you for your response; I appreciate it.

Dear Billionairespin Casino,

I have forwarded the information to you, and I kindly ask that you review it at your earliest convenience.

Dear Pipuska,

We would like to inform you that, with the assistance of Lucia, we have successfully located your account.

In order to proceed with resolving the issue, we kindly ask you to provide a bank statement covering the period from March 1 (the date the withdrawal was processed) up to the present date.

Please send the document to our email address at support@billionairespin.com with the subject line "CasinoGuru". Your request will then be forwarded to the dedicated team. If possible, kindly use the email address associated with your account. If you choose to use a different email address, please include your full name, phone number, and the email address registered to your account so we can properly verify your identity.

Once the document is received, we will contact the payment provider to locate the funds.

Thank you for your cooperation and understanding. Should you have any further questions, please do not hesitate to contact us.

Kind regards,

BillionaireSpin Casino

Hello, I'm still waiting. Thank you Musilová

Dobrý den, stále čekám. Děkuji Musilová

Okay, I'll provide everything, I can do it on the weekend, I'm at work now. Thank you Musilová

Dobře, vše poskytnu, můžu o víkendu, nyní jsem v práci. Děkuji Musilová

Dear Pipuska,

We kindly ask that you inform us when you are able to provide the requested documents. This will help us stay updated on the current status of the complaint process.

Hello, I have sent all the necessary documents to the email address you provided. Thank you Musilová

Dobrý den, na vámi zadanou emailovou adresu jsem poslala vše potřebné dokumenty. Děkuji Musilová

Dear Billionairespin Casino Team,

We kindly ask you to review the documents Pipuska have provided. We would greatly appreciate any updates regarding developments on your end.

Dear Pipuska,

Thank you for your message.

We would like to inform you that we have checked our inbox for emails received from the address registered on your account (m**************a@seznam.cz), as well as the email associated with your casino account (u*********3@gmail.com). However, we have not received any messages or documentation from either address.

To assist you further, we have sent an email to the address linked to your casino account. Kindly reply to this email with the requested documents.

Additionally, if you are using a different email address, please inform us accordingly.

Thank you for your understanding.

Best regards,

BillionaireSpin Casino

I have already sent all the documents to the casino. Thank you Musilová

Veškeré podklady jsem kasinu již poslala. Děkuji Musilová

Dear Pipuska,

Thank you for informing us via email about the alternative email address you have been using to send the requested documentation.

Upon review, we noted that the statement you provided appears to relate to a different bank account. As the withdrawal in question was requested to your Skrill account, which is connected to the email address displayed in your CasinoGuru account, we kindly ask that you provide us with the corresponding Skrill statement instead.

Additionally, we observed that the earliest transaction date shown on the statement already provided is 18 March. To ensure that the relevant period is covered, please note that the requested timeframe begins on 1 March, as the withdrawal was processed on our side on that date and is subject to a standard processing period of up to five business days.

To summarize, we kindly request that you provide a Skrill statement for the account to which the withdrawal was requested, covering the period from 1 March up to the current date.

We will continue to monitor the alternative email address you provided and will use it for further correspondence in order to resolve this matter as quickly as possible.

Kind regards,

Billionairespin Casino

Hello, I sent a statement from February, it didn't arrive? Can I send it again?

Dobrý den, poslala jsem vypis od února, nepřišel? Mohu poslat znovu

I sent the Skrill statement to the casino. Thank you.

Výpis ze Skrill jsem casinu poslala. Děkuji

Dear Pipuska,

Thank you for your recent email and for providing the requested Skrill statement.

Upon further review of the document, we have confirmed that all withdrawals processed from your casino account were successfully received and correspond to the same dates on which they were processed on our side.

The transaction in question mentioned in your complaint is visible as received on 1st March. Additionally, please note that you can review all your withdrawals in your casino account transaction history and compare them with your bank statement for verification.

If you have any further questions or need additional clarification, please do not hesitate to contact us.

Dear Lucia,

We have sent you a separate email with additional information regarding this matter.

Kind regards,

Billionairespin Casino

Hello, I am not dealing with withdrawals in March, but in February. Thank you Musilová

Dobrý den, já neřeším výběry v březnu, ale v únoru. Děkuji Musilová

Dear Billionairespin Casino,

thank you for the update.

Dear Pipuska,

I have just sent you an email regarding the missing withdrawal. Based on the documents provided by the casino, it appears that the withdrawals in question may have been combined and paid to your Skrill account as a single transaction.

Please take a look at the email when you have a chance and let me know your thoughts.

Hello, unfortunately that is not true, I did not get a single penny back, in the meantime another withdrawal took place and then my next withdrawal, as I sent you photos, where you can see that the withdrawal from the casino did not take place. Otherwise, the casino does not combine winnings without informing you about it. Thank you Musilová

Dobrý den, to bohužel není pravda, nedostala jsem zpátky ani korunu, mezitím proběhl další vkad a poté můj další výběr, jak jsem vám poslala fotky, kde je vidět, že výběr z kasina se neuskutecnil. Jinak kasino výhry nespojuje aniž by o tom informoval. Děkuji Musilová

Hello Pipuska,

Thank you for the clarification.

I understand your position, and I appreciate you providing the screenshots and additional explanation. To help us properly assess the situation, I have requested additional information from the casino regarding the disputed withdrawal and the transaction history in question.

Once the casino responds, we should have a clearer understanding of whether the payment they referenced is connected to the disputed withdrawal or to a separate withdrawal and win, as you have indicated.

For now, we will await their response and review any additional evidence they provide. I will keep you informed of any developments.

Thank you for your patience and cooperation.

Dear Pipuska,

After reviewing your statements, we would like to provide a clear explanation regarding the disputed withdrawals.

The two withdrawals requested before your account was fully verified were automatically cancelled, as the verification process had not yet been completed. Following the cancellation, the funds were returned in full to your casino balance and were available in your account.

As you were actively playing during that time, it is possible that the returned funds were not clearly noticed. We apologize if this was not communicated more clearly.

After your account was fully verified, you submitted two withdrawal requests in February. Both withdrawals were successfully processed on our side and the funds were transferred to your Skrill account, as reflected in your Skrill statement.

If you need any further clarification or have additional questions, please do not hesitate to contact us. We will be happy to assist you.

Dear Lucia,

We have sent you an email with the requested information. Please review it at your earliest convenience.

Kind regards,

BillionaireSpin Casino

Hello, I repeat again, no money was combined, it was just my next win

Dobrý den, opět opakuji, žádné peníze sloučeny nebyli, to byla pouze moje další výhra

Dear Pipuska,

After carefully reviewing all of the documentation and account records provided by the casino, we have concluded that we must reject your complaint.

Based on the evidence submitted, we have determined that the disputed amounts of 10,000 CZK and 8,750 CZK were ultimately paid out to you in full as a combined withdrawal of 18,750 CZK, which was processed and received on March 1, 2026.

According to the casino's system logs and the transaction history provided for your account, the two withdrawals in question were initially canceled due to pending payment method verification. The records show that the funds from these canceled withdrawals were returned to your casino account balance on the same day the withdrawals were canceled. After the required verification was completed, the funds remained available in your balance and were subsequently withdrawn to your Skrill account as part of the 18,750 CZK payment.

The transaction history, timestamps, and amounts provided by the casino consistently support this sequence of events. After comparing the disputed amounts, the returned balance entries, and the final withdrawal records, we found no indication that the funds were withheld or remained unpaid. The documentation shows a clear transaction trail linking the canceled withdrawals to the later successful payout.

For this reason, we are unable to conclude that the casino failed to pay the disputed funds, and therefore the complaint will be rejected.

Thank you for your cooperation throughout the investigation.

Kind regards,

Lucia S