Billionairespin Casino - 選手の退出手続きが延期されました。

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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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.