Hello, last year I was playing BillionVegas casino really enjoyed in first place, then after I start loosing more than i can afford and I came to conclusion to Self Exclude myself from there site. I emailed numerous times to them for self exclusion, what they did after they start offering me bonus offer each time I ASK TO SELF Exclude (I have all the emails as a proof). Eventually they did self exclude me after numerous time, but mean while I lost lost of money. Long story short I did complain and I got email from them that they Approved my refund from the first email I ask to be self excluded. They said it will take 180 days to refund be paid.

so I would like your help because 180 days already passed and after that they didn’t respond to any of my emails.

i could give you more info if needed I have all emails from BillionVegas regarding approved refund and 180 days. Please help me because I’m waiting already almost 1 year no answer from them, I kept going to live chat in their website but they feed me same email address which they never responding to me.

hopefully you can contact them somehow.

p.s. they never give phone numbers to contact them, only way is live chat and email addresses

please help,

beat wishes

D**** J*****

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is [email protected]. Is your account in the casino fully verified? When was the last time you communicated with the casino?

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,

Veronika

Hello, I forwarded email from them with my original complaint. My account is fully verified. Last time i communicated with them is two days ago on live chat. Witch they gave me email addresses which is no longer working. To be honest I lost all the hope to get my refund back because I saw this casino rating is very bad and people here had same issues with them as well and was no luck. Please try your best if you need any more info let me know.

also I checked my account is fully working I just logged in. It’s supposed to be self excluded, now they unlocked it without letting me know I guess they doing something with my account, but no communication whatsoever.

kind regards,

David

Thank you for your emails. Please forward your original self-exclusion request from last April. Did you clearly state in your request that you are asking to be self-excluded because of a gambling problem? Did you specify for how long you'd like to be self-excluded?

Hello, I forwarded email.

Yea I did ask to self exclude for 5 years. It’s on email.

please let me know if you got in touch with them.

best wishes.

david

Thank you very much, deivydasjanciauskas, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Thank you so much Verinica for your help. Hopefully it will be solved.

best wishes.

david

Dear deivydasjanciauskas,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear deivydasjanciauskas,

I apologize for the inconvenience, but due to the unresponsiveness of the casino team, we are unable to proceed with further investigation. It is important to note that this particular casino is unlicensed and has a bad reputation on our site. In the future, we strongly recommend choosing a licensed brand with a reputable track record on our platform. This will help you avoid similar issues and increase the likelihood of a successful resolution in case any problems arise.

Please be aware that this complaint will have a negative impact on the casino's reputation on our website. If you have any questions or require further assistance, please let me know.

Best regards, Jozef

[email protected]