Billionairespin Casino - Il ritiro del giocatore è stato posticipato.

Hello, on 25.2 I won 18,500, I had two withdrawals, the first time 10,000 and then 8,500, the casino canceled my withdrawal, saying that they had to verify my account, my account is verified, everything is green, to this day I have not received the money nor have I received it back to my gaming account. Thank you

Dobrý den, 25.2 jsem vyhrála 18 500,měla jsem dva výběry poprvé 10.tisic a pak 8.5tisice, kasino mi výběr zrušil s tím, že musí ověřit můj účet, účet mám ověřený, vše zelené, do dnešního dne jsem peníze neobdržela ani jsem je nedostala zpět na svůj herní účet. Děkuji

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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.

• Could you please specify which documents you submitted to the casino for verification and the exact dates you submitted them?
• When exactly were your withdrawal requests cancelled? Are you certain the funds were not returned to your account or that you did not continue playing with them?
• Have you contacted customer support regarding this issue? If so, what guidance or advice did they provide?

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

Hello, I think I have documented everything necessary except for the full statement with email, because Skrill does not allow it for security reasons, my account is verified and I did not get my money back and I did not lose either, I think the casino should have an overview of its payouts, so I have not received my winnings to this day. Thank you

Dobrý den, dolozila jsem si myslím vše potřebné až na celkový výpis s emailem, poněvadž to Skrill kvůli zabezpečení nedovoluje, účet mám ověřený a peníze jsem zpět nedostala a ani neprohrala, myslím si, že kasino by mělo mít přehled o svých vyplatach, tudíž do dnešního dne jsem svojí výhru neobdržela . Děkuji

Please send me a screenshot of the verification section in your account so we can check which of your personal details have not yet been reviewed by the relevant department of the casino.

Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to [email protected].

Thank you for your patience and cooperation.

Hello, I hope I forwarded all the communication to you. Thank you Musilová

Dobrý den, snad jsem vám veškerou komunikaci preposlala. Děkuji Musilová

Hello Pipuska,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Pipuska;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at [email protected] and please resend all of needed documents as welll to this email.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru