Dear Casino Guru Team,

I would like to file a complaint regarding a withdrawal issue I have been experiencing since June 2nd. Despite having completed all required verifications and receiving approval for my documents, my withdrawals have still not been processed.

I have been receiving repeated messages from the casino live chat support such as:

* "The case was escalated to the relevant team, and I will notify you via email once there is an update."

* "All requested documents have been uploaded, and the team is following up."

* "24 hours have passed, and I have contacted the payment team; please check again in 1-2 hours."

* "Please kindly wait for the payment team to finish an additional check due to something interesting with your first withdrawal; after that, both withdrawals will be processed."

It has now been several days since June 2nd, and I have yet to receive any payout or clear resolution. I am concerned about the lack of transparency and the extended delay, despite having fulfilled all requirements on my end.

I kindly ask for your assistance in investigating this matter and helping to expedite the withdrawal process.

Thank you very much for your support.

Best regards,

Julien

Dear julienforkert,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Casino Guru Team,

I would like to provide a quick update regarding the case.

Unfortunately, the situation has not changed — I have now been waiting 10 days for my withdrawal. Despite having completed all verification steps and having my documents approved, no payout has been processed.

In the casino’s live chat, I continue to receive only vague responses, such as that my case is still under review or that I should check back later. I am not given any concrete explanation or a reliable timeframe.

I kindly ask once again for your assistance in this matter and hope that your support can help move the withdrawal process forward.

Thank you very much in advance for your help.

Best regards,

Julien F.

Dear Casino Guru Team,

I would like to provide a short update regarding my case.

As of today, I was suddenly asked to provide my Proof of Wealth. I have responded by uploading my salary slips for the past three months.

I kindly ask once again for your support in this matter and hope that your involvement can help move the withdrawal process forward.

Thank you very much in advance for your assistance.

Best regards,

Julien F.

Dear julienforkert,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dominika,

Although I have been fully verified, I still have not received my withdrawal. Unfortunately, I keep getting postponed without any concrete updates or resolution.

Dear julienforkert, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

When did you receive confirmation that you are fully verified?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Dear Dominika,

Thank you for your message.

To answer your questions:

I have not received any successful withdrawals. All of my withdrawal requests have been canceled by the casino.

I received confirmation that I was fully verified three times: on June 3rd, June 8th, and again on June 14th.

My winnings were accumulated without any active bonus – it was all real money.

I will send you the communication with the casino via email as requested.

Thank you very much for your support. I truly hope this issue can be resolved soon.

Best regards,

Julien F.

Thank you very much, julienforkert, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.

Dear julienforkert,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Billionairespin Casino representative to join this conversation.

Dear Billionairespin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Update:

Today I had another live chat with the casino, where I was informed (again) that I need to submit a bank statement from the account used for deposits. I explained that this document had already been uploaded and verified on June 8th, but I was still asked to resubmit it.

Shortly after uploading it again, I received two new rejection emails:

Saying I need to prove the source of wealth, although this was already verified and accepted on June 14th via my salary slips and gambling winnings.

Saying I need to prove the source of funds, even though my bank statement clearly shows the three casino deposits (just one day after the actual transactions due to processing time).

To finally resolve this, I have now taken the following steps:

Re-uploaded all required documents via the casino’s upload system.

Sent two emails directly to the support team and Mirka, including:

All salary statements,

A bank statement showing where my salary was received,

A bank statement from the account I used for deposits,

The full transaction history of that account.

All relevant transactions have been clearly highlighted in the documents.

For reference:

The deposits appear on page 42 and page 30 of the transaction history.

The same deposits are on page 35 and page 25 of the bank statement.

I have also CC’d Casino Guru in my email for full transparency.

 At this point, I honestly don’t know what more I can do. I hope the casino will now finally accept the documents and process my withdrawal.

Hello!

We would like to provide further information regarding the ongoing verification process.

The payslips covering a period of three months have been accepted. However, in order to complete the verification of your Source of Wealth, we also require a bank statement that clearly reflects the corresponding salary credits associated with the submitted payslips.

Please upload the requested document via your verification page. Once received, it will be reviewed as promptly as possible.

As part of our continuing verification process and in compliance with our KYC Policy, please be advised of the following:

"The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user at the Website. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework.

We take a risk-based approach and perform strict due diligence checks and ongoing monitoring of all clients, customers, and transactions. As per the money laundering regulations, we utilize three stages of due diligence checks, depending on the risk, transaction, and customer type."

Best regards,

Billionairespin Casino

Dear Billionairespin Casino Team,

Thank you for the information.

I have already sent the required bank statements (showing the salary credits) via email – both as 8 individual images and as 1 combined PDF file. I also CC’d Mirka from Casino Guru for full transparency.

In addition, I have uploaded the combined PDF directly via the verification tab on your website.

At this point, I would kindly ask for an update on whether everything has now been verified and if the payout process has already started or will begin soon.

Looking forward to your response.

Best regards,

Julien

Dear Mirka,

I hope you are well.

Following up on my previous message in this thread, I would like to inform you that the documents I submitted for the Source of Wealth verification have now been rejected, and my withdrawals have once again been cancelled. The only explanation provided was a request to submit a copy of the original bank statement in PDF format.

Unfortunately, I do not receive my bank statements in PDF format — I receive them by post. Therefore, I do not have access to a digital version issued directly by the bank. I have already uploaded clear photos and scans of the original documents, which I believe meet the requirements, especially since the casino's policy explicitly states that photos and scans are accepted.

I would appreciate it if you could reach out to the casino team on my behalf and kindly ask:

Why exactly were the submitted documents rejected, despite being in a format that is explicitly accepted?

What exactly is now required from me to complete the verification process?

I have shared all documents in my possession and would be very grateful for further guidance on how to proceed.

Thank you very much for your support.

Best regards,

Julien F.

Dear julienforkert,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

It is a standard procedure, that casinos require original bank statements, in a digital form, which is available to most banks, including yours. Please try to download the bank statement according to the article below, or contact your bank and request it.

https://www.postbank.de/privatkunden/services/online-banking/anleitungen/kontoauszuege-drucken.html

Please notify me, when you will be able to submit the bank statement as a digital PDF.

Dear Mirka,

Thank you very much for the information and the helpful link.

I was able to download the bank statements as a digital PDF and have now uploaded them to my profile on BillionaireSpin.

Best regards,

Julien F.

Dear Mirka,

Thank you again for your support so far.

Unfortunately, the original PDF bank statement I have now uploaded (as recommended) – clearly showing my salary payments – has once again been rejected.

The rejection reason this time was:

"The source of funds must prove the transfer of the money you deposited into our casino. This depends on the payment method used and can be a PDF bank statement from the bank account/e-wallet for the last 3 months."

However, this is exactly the same bank statement I already uploaded on June 19th, which clearly shows the deposits made to the casino, all highlighted and easy to identify.

This now raises a few important questions:

?? Why was the salary deposit now rejected, even though it was explicitly requested earlier?

?? Why is the casino once again requesting deposit proof, even though that has already been submitted on June 19th?

I kindly ask you to reach out to the casino team once more, as I have now submitted all the required documents several times – each in the exact format requested during communication.

I truly appreciate your continued patience and assistance.

Best regards

Julien F.

Update:

I would like to share another update on my case with Billionairespin Casino.

Following the instructions given earlier, I once again contacted the live chat support to clarify which documents are required for verification. After long conversations with several support agents (including Thiago, Jinny, Bradley, Alysha, and Grant), I was again asked to provide original PDF bank statements showing my salary income for the past three months (March, April, and May).

Even though I have submitted these documents several times already, I have now:

Uploaded all three original salary bank statements directly in the live chat again.

Additionally, I uploaded the same documents once more in the verification tab of my casino account, as requested.

The support confirmed that the documents have been forwarded to the responsible team.

I truly hope that this will finally complete the verification process and that my withdrawal can now be processed without further delay.

I have sent the full transcript of my live chat communication directly to Mirka via email.

Thank you again for your support.

Update:

Unfortunately, I have just received another rejection message from Billionairespin Casino regarding my uploaded documents.

Despite the fact that I submitted original PDF bank statements for March, April, and May, clearly showing my salary income, and uploaded them both via the live chat and again through the verification tab, the documents have once again been rejected.

The reason given is exactly the same as before:

"Source of funds must show the transfers of the money deposited into our casino. This depends on the payment method used and can be a PDF bank statement or e-wallet statement from the past 3 months."

This is extremely frustrating, because:

I have already uploaded bank statements showing the deposits into the casino.

I have already uploaded bank statements showing salary income.

I even highlighted all relevant transactions.

Each time, one type of document is rejected because the other is supposedly missing, even though I submitted bothmultiple times.

At this point, the process is going in circles. I urge the casino and Casino Guru to please escalate this internally so that this endless back-and-forth can finally end and my withdrawal can be processed.

Dear Billionairespin Casino,

Since there seems to be confusion with the needed documents, would you be able to clarify, bank statements for which specific payment methods she needs to submit, and for which period?

Which submitted documents did not meet the criteria?

Thank you.

Update:

I have now received an email confirming that all my documents have been accepted and that my account is fully verified.

However, I still haven’t received my withdrawal, even though the verification process has been completed. I would really appreciate your support, as I don’t understand why there are still delays after full verification.

Thank you in advance!

Dear julienforkert,

Could you please clarify, if you are unable to request a withdrawal, or you were able to request it, but didn't receive it?

I just wanted to let everyone know that my withdrawal has finally been completed after one month of waiting. I’m very grateful for the support and assistance from Casino Guru throughout this process. Thank you so much for your help!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear julienforkert,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka