The player from Portugal encounters repeated delays in receiving her withdrawal from the casino, despite completing multiple verification processes, including ID verification and proof of funds. After successfully withdrawing funds, the casino continues to request additional documents, specifically a bank statement for the last 90 days to justify her Skrill deposits, which she finds unreasonable and impossible to provide.
HomeComplaintsBillionairespin Casino - Player’s withdrawal has been delayed and requested documents are excessive.
Billionairespin Casino - Player’s withdrawal has been delayed and requested documents are excessive.
Amount: €730
Billionairespin Casino
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7.3
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Waiting for Casino Guru to reply
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Case summary
yesterday
Public
Public
2 days ago
Translation
This casino won't pay me the withdrawal and does everything to delay the decision to pay. I registered about 2 months ago at this casino and verified my account with everything, ID card, selfie and proof of payment from skrill. I played normally, without bonuses and made two successful withdrawals.
On April 30th I made a withdrawal request and then the problems started. This casino has asked me again for new verification documents and is doing everything to ensure that my account is not verified and that I don't receive the money. First they asked for proof of funds, something no casino has ever asked me for, but I sent it and my account was verified. I thought I was going to receive my withdrawal but after a few more days they remembered to ask again to verify my skrill account with a statement of all the transactions from the last 90 days! I sent it and the account was again verified ! I thought that this time the withdrawal would be paid and what a surprise when they now ask for a new document !!! Now they're asking for a bank statement for the last 90 days to prove all my deposits with Skrill !!! What do you mean you want me to prove all my Skrill deposits? Who is the casino to have the right to want to know how I deposit with skrill and all the proof? I have dozens of deposits at skrill, many of them are payments from other casinos... even ATM deposits, are made from several accounts or even by card, paysafecard, crypto... it is impossible to prove all skrill deposits and a casino has no power by law to make such a request !!! They asked me and they have the money to ask for all the proofs of how I deposited by skrill in the casino and I sent them. Now that they've seen that everything was all right, they're making a ridiculous request to see if they can get out of paying me the withdrawal!
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
yesterday
Dear Mary412,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 and it might take a few working days to complete this thorough process.
- Has the casino requested any other documents that you haven't provided yet?
- Is there a reason provided by the casino as to why they are requesting these additional documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
yesterday
Translation
Good morning,
I have already sent as described :
-citizen card and selfie / proof of skrill deposit / proof of funds (source of income) / statement of all my skrill transactions in the last 90 days
all these documents have been sent and approved.
now they've asked me to send proof of all the deposits I've made with skrill? Who is the casino and what right do they have to ask me to prove deposits with a company that is not theirs? If anyone should ask me to justify the deposits I make with skrill, it's skrill.
I remind you that the casino is not asking me to prove the deposits I've made in the casino, they've already asked for that and I've already sent it and it's been approved. The casino is asking me to prove the deposits I made with skrill, and that's illegal!
of course I can't prove all the deposits I've made with skrill, most of the time the money I have in skrill comes from casino deposits and withdrawals. Many of the deposits I make at skrill are by ATM etc. They want a bank statement to prove all the deposits I've made at skrill and that's illegal because it has nothing to do with the casino.
The casino has given no justification for this behavior. Out of the blue they stopped approving my withdrawals and started with these additional requests for documents and since I sent everything they asked for, they're trying to ask for documents so that I can't verify my account.
Automatic translation:
Casino Guru is examining the case
