BillyBets Casino - Los retiros del jugador se retrasan y la cuenta se cierra.

I would like to file a formal complaint against BillyBets regarding a situation that I consider extremely serious and which goes far beyond a simple refund request.

Throughout my use of the platform, I made deposits totalling €995. I played normally and, at one point, the balance in my account reached approximately €10,000.

It was precisely when I attempted to withdraw my funds that the problems began.

BillyBets only allowed me to request withdrawals of €500 at a time. I therefore attempted to make withdrawals numerous times, but they were never effectively processed. The requests remained pending, were cancelled, or simply did not result in the requested funds being paid.

This situation continued for several days, despite my repeated attempts to withdraw my money.

Even more seriously, I subsequently lost access to my account altogether.

In summary:

I deposited €995 of real money;

My account balance reached approximately €10,000;

I attempted numerous times to withdraw part of those funds;

The platform limited each withdrawal to €500;

Despite my repeated attempts and waiting several days, the withdrawals were not properly paid;

I subsequently lost access to my account, leaving me unable to view or access the funds.

After all of this occurred, I requested, at the very least, a refund of the €995 I had deposited.

BillyBets responded simply by referring to Clause 6.6.2 of its Terms and Conditions, which states:

"No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."

I consider this response clearly insufficient and completely unrelated to the core issue I reported.

I am not simply requesting a refund of deposits after deciding to gamble. I am reporting a situation in which I had funds available in my account, repeatedly attempted to withdraw them, the withdrawals were not completed, and I subsequently lost access to my account altogether.

BillyBets has failed to adequately explain:

Why my repeated withdrawal requests were not paid;

Why the withdrawals remained pending or were cancelled;

What happened to the balance that was held in my account;

Why I subsequently lost access to my account;

What specific grounds existed for withholding funds that had been available for withdrawal.

Referring to a clause concerning the refund of deposits that have already been used for betting does not answer the fundamental question: why was a player who had approximately €10,000 in her account and repeatedly attempted to withdraw her funds unable to receive those withdrawals, and why did she subsequently lose access to her account?

For this reason, I am asking Casino Guru to investigate BillyBets’ conduct and intervene in this matter.

I am available to provide all the evidence still in my possession, including proof of deposits, withdrawal attempts, communications with customer support, and any other relevant documentation.

I believe it is particularly important that BillyBets be asked to provide Casino Guru with the complete history of my account, including deposits, bets, wins/losses, balances, withdrawal requests, cancelled or rejected withdrawals, as well as the reason and date of any restriction, suspension, or closure of my account.

If BillyBets believes that it had legitimate grounds to refuse my withdrawals or restrict access to my account, it should be required to clearly demonstrate and document those grounds, rather than responding to my complaint by referring to a generic clause concerning deposit refunds.

Total amount deposited: €995

Approximate maximum balance observed in the account: €10,000

Main issue: Repeatedly unprocessed withdrawals followed by loss of access to the account.

I respectfully request Casino Guru’s intervention to determine what happened to the funds held in my account and to require BillyBets to provide a complete explanation and a fair resolution to this matter.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BillyBets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Was your account verified? Have you submitted any documents required to verify your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomás,

Thank you very much for your response and for taking the time to review my case.

In response to your questions:

1. How long have I been a player at BillyBets and when was my account closed?

I cannot state with certainty the exact date when I started using BillyBets, particularly because I currently no longer have access to my account or its history. However, I can confirm that I have been a player at the casino since at least March 2026, although it is possible that I had already been using the platform before then.

My account was closed after I contacted BillyBets by email to report the issues I had been experiencing, particularly regarding my withdrawal attempts.

2. How did I find out that my account had been closed?

I tried to log in and realized that I could no longer access my account.

I then contacted customer support via live chat and was informed that my account had been closed due to an "internal decision."

I still cannot access my account and, as a result, I am also unable to access or obtain my gaming history, deposits, withdrawal history, or any other account activity.

3. Was my account verified?

Yes. My account was verified, and I submitted the documents requested by BillyBets in order to complete the verification process.

4. What games did I play to accumulate the balance?

I played several Pragmatic Play games, including slots where I used the in-game "Bonus Buy" feature, as well as coin-based games.

I would like to clarify that these bonus purchases were features within the games themselves and were not promotional bonuses provided by BillyBets.

5. Was the balance accumulated with the help of a casino bonus?

No. The balance in question was not accumulated through any promotional bonus provided by BillyBets.

I played using funds from my own deposits and the winnings generated from that gameplay.

6. Communications and supporting evidence

Yes. I will send all the supporting evidence and communications I have available by email, including my email exchanges with BillyBets and any other relevant documentation showing what happened.

I believe the sequence of events is particularly important: I experienced repeated problems when attempting to withdraw my funds, I contacted BillyBets by email to report the situation, and subsequently I was no longer able to access my account. When I contacted their live chat for clarification, I was informed that my account had been closed due to an "internal decision."

Furthermore, because my account has been closed, I am currently unable to access my own gaming history, deposits, withdrawals, or other account records.

I hope the information and supporting evidence I provide will allow you to review the situation in greater detail, and I greatly appreciate your assistance in seeking an explanation and resolution from BillyBets.

Kind regards,

Catarina ****

Thanks for the detailed explanation and information provided via email.

• How much was the balance on your account at the time of the closure of your account?
• Why are you asking for deposits instead of the amount of your winnings?

Please let me know.

Dear ctfrro,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru