Billionairespin Casino - Вывод средств игроком задерживается из-за повторных запросов документов.

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

Hi Veronika,

the last time the casino contacted me was on May 11th asking for 'documents proving the origin of the funds used for the deposit, such as a payslip, proof of business ownership, a property sale, an inheritance, or a divorce settlement (from the last three months)'. 

All of my other KYC documents were already approved successfully. The only remaining issue is the proof of funds document. As I explained earlier, I suffered two strokes and I receive a disability pension. I already provided official documentation confirming this source of income. I do not have a newer document from the last three months because nothing has changed regarding my pension payments. The next updated document will only be issued in July, when my pension amount is increased.

They requested proof of income, and I provided proof of my pension income. If this document is not acceptable, then I deserve a proper explanation as to why. Instead of clearly explaining what the issue is or suggesting an alternative document that could be accepted in my situation, they continue resending the same automated message over and over again. It is frustrating.

Regarding my play , I played a slot game using my own money.

I would like a clear explanation from them:

Why my pension documentation was not accepted as proof of funds.

What specific issue exists with the document I submitted.

What exact alternative document you expect me to provide in my circumstances.

Thank you.

Thank you for the clarification. To continue with the investigation, please forward me the documents that you sent to the casino as your proof of funds, along with the most recent communication between you and the casino customer support regarding the verification of your account, at [email protected]. I appreciate your time and cooperation.

Hi dear Veronika, I sent you an email. Thank you.

Dear fairylady56

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello fairylady56,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru