Billionairespin Casino - Η ανάληψη του παίκτη έχει καθυστερήσει.

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 [email protected].

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 [email protected] 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 [email protected] 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, ([email protected]). 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 [email protected], 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 [email protected].

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 [email protected].

Yes, I have no problem. Thank you Musilová

Ano, nemám problém. Děkuji Musilová

Dear Pipuska,

Please send the required information to our email at [email protected].

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.