Good morning,

I am writing to you with a complaint about the Billybets online casino, which has been preventing me from completing the verification process required to withdraw funds for more than 3 weeks.

I have uploaded all the required documents as instructed by the casino. They have accepted most of them, however they have repeatedly asked me for a new document regarding my bank account transaction history – specifically proof of the origin of funds or assets. I have repeatedly sent them the required documents as instructed, but each time they have been rejected – often for inaccurate, unsubstantiated, or completely false reasons.

For example, they mention an alleged inappropriate format, inauthenticity of the document, wrong time period, or missing information – even though I always took great care to ensure that the document met their specifications.

I contacted customer service several times – both via chat and email – and asked for a more detailed explanation. However, the answers were repetitive and non-specific, often even giving incorrect information (e.g. that a certain period was missing, which I had correctly documented). I can prove everything with screenshots of the communication.

The specific problem now concerns the request to provide the transaction history of my bank account (?S) used to top up my second account held at Raiffeisen Bank, from which I made a deposit to the casino. They want the transactions to be for the period 25. 4. - 25. 5. 2025, while the top-up from 21. 5. 2025 must be visible.

I again sent them an official statement in PDF format directly from the bank, which contained all the required information – date, transaction, account number. However, the document was rejected without any specific justification.

I think the problem may be that I cannot provide proof of regular income (I am a student and unemployed), but according to their terms and conditions, the origin of the funds can also be proven by, for example, a payout from another casino. So I sent a confirmation of the payout of the winnings from the Chance bookmaker, which also contained the requested information. Again, without any specific feedback.

The whole situation is very exhausting for me and I don't know how to proceed, especially considering that there is a significant amount to withdraw. I would greatly appreciate your help in resolving this situation.

I am ready to provide all necessary documents and cooperate fully. Thank you for your understanding and helpfulness.

Dear Jackob1707,

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 explain how much you deposited in this online casino overall?
• Could you please explain how you intended to prove your winnings from a different online casino? (Which documents did you provide to prove that?)
• 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 support regarding the source of funds to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Jackob1707,

Thank you for your message.

We are sorry to hear about your concerns.

To assist you further, could you please confirm from which email address you contacted our support team? This will help us to identify your case and provide a proper response.

We look forward to your reply.

Kind regards,

BillyBets Support Team

Dear Jackob1707,

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.

Thanks to both parties for your reply.

Dear player,

Have you followed up with the casino and reached resolution?

Please let me know about any updates regarding the situation.

Looking forward to your reply.