Billion— player complaints: 5 in English

Refused to pay out my winnings and have since disabled chat facility and ignoring countless emails.

I set up an account and on sign up there was a box to tick to recieve bonus and offers. I put a £10 deposit on to qualify for the welcome bonus. I did not recieve the bonus. I contacted their live chat and explained. I was informed that I did not click on the bonus offer. I disagreed as I definitely know did. The person then messaged to say they had added my bonus and free spins. Then another message stating that free spins are also added for so many days later and more offers if I deposited more. I thanked them for their assistance. I was told to refresh the page and my bonus will be there. I then recieved another message as I was leaving chat from the same person telling me that I cannot have the bonus added. I checked to see if the bonus was there and it wasn't. I went back on chat and asked for my account to be closed as I did not find this fair. The same person asked me why I wanted to close my account so I explained what had happened. I asked them how I can put a complaint in to them to resolve this and the same person said I have no complaint to make. I said I disagreed and that I would like to knowhoe to make a complaint asking them for advise. Then they messaged me asking if I would like to exclude myself from any if their companies/sites with different timescales. I said I do not want to do that I just want to know how to make a complaint as I was told one thing and then another. They ended the chat. I went on chat again and asked again how to make a complaint. I got someone different this time. They said I can raise it with them. I asked how I do this myself as I had already had my chat ended fir asking this. I was told I cannot make a complaint myself then it was cut off again. This happened a few times. I then googled how to make a complaint and from this I went back in chat and asked for the complaints procedure. I finally was given some links. Upon clicking on the links I was just transferred back to the casino website. I have tried to resolve this with them but they cut me off. I would like to make a complaint as I enjoy playing online casino sites and seeing the welcome offer I wanted to try this site out. The bonus was what appealed me to register with them to give me a greater chance to try the site before depositing more money. I feel like I have been treated unfairly and appalled at the way they act on the live chat.

I need your assistance with Billions casino. I suffer from severe mental illness and on Sunday 16th May I tried to sign up to Billions casino. To my surprise, this was successful despite being self secluded both with Aspire and Gamstop. I notified Billions and they said because my registered Gamstop email address and telephone number were different I would not be eligible for a refund. What concerns me is, MY NAME MY ADDRESS MY DATE OF BIRTH Were all the same. Also is it not under the rules of the gambling commission that each players identity needs to be verified to allow them to deposit. How was I verified? I seriously need your assistance with this.

I can't recover my winnings from Billioncasino for more than a month.I made the deposit from the payment card, but I do not return the money to the card, although according to the rules set by them, I have to return it in the same way as I received it. After receiving copies of all my documents, which he wrote that the funds would be refunded but returned for two days to the game account, offered to deposit 10 euros and then ask for a refund, I refused and offered a refund via Wire transferor when I did I started receiving emails that I have to open electronic accounts, I do not have such accounts. Please help get your money back from Billioncasino.

On the 25th of July I played and won at Billion Casino. My winnings amount was £80.000, however when I want to my account to request the cash out, the system only allowed me to cash out £50.000 and kept the remaining £30.000 in my account balance. Subsequently, my withdrawal of £50.000 was approved but for some reasons which customer service is still not able to explain, I am still waiting to receive funds in my bank account. Moreover I went back to the casino and I was still unable to cash out my remaining £30.000 . I then played again with the remaining £30.000 and I lost them. I felt I was cheated about not being able to cash out the 30k and forced by the casino to keep playing with those money. Furthermore it is not acceptable waiting for almost 1 month to get my 50k, with finance department keep saying that it will be soon sorted but not yet done. As a result I would like request as a matter of urgency the payment of £80.000 + interests of £8.000. Best Regards,