BillyBets Casino - Nalog igrača je zatvoren.

I made a deposit and played it without a bonus, my winnings amounted to €1000, I requested a withdrawal of €500 and it was put under review for three days, waiting and there was no response, I tried to enter to play and it turns out that I couldn't, I contacted customer service via chat and they told me that my account had been cancelled, I asked for the reason and they told me that it was an administrative decision and they couldn't provide me with any information? I demand a solution

Hice un depósito y lo jugué sin bono,mis ganancias ascendieron a 1000€,pido un retiro de 500€ y se pone en revisión tres días,esperando y no hay respuesta,intento entrar a jugar y resulta que no puedo,me pongo en contacto con atención al cliente mediante chat y me dicen que mi cuenta ha sido cancelada,les pido el motivo y me dicen que es una decisión administrativa y no pueden facilitarme ninguna información?exijo una solucion

Hello jnan1967,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BillyBets Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have not been asked to verify my account.

Decline the bonus, meaning it's real money.

Yesterday afternoon and this morning I contacted the customer service chat.

I have no problem verifying my account, thank you.

No me han pedido k verifique mi cuenta.

Rechace el bono,o sea que es dinero real.

Ayer tarde y está mañana me he puesto en contacto con el chat de atención al usuario.

No tengo problema en verificar mi cuenta,gracias

I was not asked to verify, otherwise I have no problem doing so.

I declined the bonus because I know the policy.

The last time was today and it was regarding my account, which they canceled without any explanation. My question is, when you lose, do they also cancel it or do they make a profit?

My next step will be to go to the consumer office

No me pidieron que verificase,de lo contrario no tengo problema en hacerlo.

Rechace el bono xq conozco la política.

La última vez ha sido hoy y ha sido referente a mi cuenta la cual l han cancelado sin darme ninguna explicación,mi pregunta es,cuando pierdes también las cancelan o se lucran.

Mi siguiente paso será ir a la oficina del consumidor

I'm still waiting for a reply, I'll continue posting reviews on all the pages that allow me.

Sigo a la espera de contestación,seguiré poniendo reseñas en todas las paginas k me lo permita

Hello jnan1967,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear jnan1967,

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.

What type of documentation do they need? If it's an ID, I have no problem. The casino didn't ask me to verify my account. Thanks.

K tipo de documentación necesitan,si es DNI no tengo problema,el casino no me pidió k verificará mi cuenta,gracias

I'm still waiting

Sigo a la espera

Thank you jnan1967 for all the information provided. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks, I hope you can fix it.

Gracias,espero k puedan solucionarlo

Hello jnan1967, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BillyBets Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed before processing the payout of the winnings? I would also appreciate if you could provide us with any and all relevant evidence. In case of sensitive information you can't share within the thread, you can send me any and all evidence and details directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

You haven't given me any reason why you closed my account and the only proof I have is what I sent you.

No me has dado ninguna razón or la cual han cerrado mi cuenta y la única prueba k tengo es la k os he mandado