Billionairespin Casino - Povlačenje igrača je odloženo zbog ponovljenih zahteva za dokumentima.

I opened my account in September and won €3,300. I completed the verification process and provided every single document requested from me. Since then, the casino has continued asking for additional documents again and again, even after I already explained my personal and medical situation multiple times.

The only issue remaining is "proof of funds," which makes absolutely no sense because I already submitted official documentation confirming that I receive a disability pension after suffering two strokes. This is my legal and legitimate source of income. I already sent this confirmation letter in November when they first requested proof of funds, and I clearly explained everything in detail.

What is deeply upsetting and unfair is that they continue repeating the same requests for months without properly explaining why my pension is supposedly not acceptable. I do not understand why I am being treated this way simply because I am disabled and receiving a pension instead of a salary.

There is no law, regulation, or casino rule stating that a player must be employed in order to gamble. A disability pension is still legitimate personal income and valid proof of funds. I am using my own money legally and responsibly. I feel like I am being unfairly discriminated against because my source of income is a pension rather than employment.

I also want to point out that under EU consumer protection principles and responsible gambling regulations, casinos are expected to conduct verification procedures fairly, transparently, and proportionally. Repeatedly requesting the exact same documents for months without giving a clear explanation creates unnecessary stress and feels like deliberate stalling of my withdrawal process.

The next updated confirmation letter for my disability pension will only be available in July. Until then, the only document that exists is the same official pension confirmation that I have already submitted many times. I cannot provide documents that simply do not exist yet.

I have fully cooperated since the beginning. I answered every request honestly, submitted all required documents, and explained my situation respectfully multiple times. Instead of resolving the issue, I keep receiving the same repeated requests over and over again.

At this point, I feel mentally exhausted, ignored, and treated unfairly. I kindly ask you to help review this because I believe my proof of funds documentation is valid and should have been accepted long ago.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time the casino communicated with you regarding the verification of your account?
• Have all your documents been approved during the KYC, except for your proof of funds?
• Has the casino suggested any alternative documents that you could send for the verification of your account?
• What types of games did you play at this casino to accumulate your winnings?

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

Best regards

Veronika