Chico28

Thank you Valdez and to everyone for the information and help in regards to this issue  it’s been invaluable to be honest and this wee site is a potential life saver because after a few hours billion casino have acted really quickly and paid me out my winnings with great customer service I don’t want to damage the casinos reputation because although it was a stretched out process they came through I’d like to thank you guys for all your help and I feel I’ve wasted your time opening a complaint I apologise but also feel it prompted  a quick reaction 👍 I will be a constant visitor here  for the right reasons and hopefully reading the good news of some of you guys being big winners in the near future. 

They are trustworthy in the sense that they won't diddle you - in general, you win there, you get paid at Aspire. Once you're verified they pay relatively quickly as well - withdraw at 10pm, Trada sees you paid at 3am etc.
However, personally i wouldn't play there much because: 1. Bonus rules are poor: most games on 50% reduced wagering 2. Their RTP's are the lowest of the low - 91 etc.
That being said, i mentioned Novibet above? Well, they've just got booted from my bookmarks after their attitude to an issue i reported with Deadwood; their response stunk. So, just goes to show, casino preferences are fluid, attitudes change and just cos someone's good one week, doesn't mean they don't fall down the next. 
Right now i'm down to 
Sky Vegas
L and L casinos
Bet365
From a previous list of 20 plus, that's some cull. 
If you chose/like playing with Aspire, your cashouts are safe IMO - sometimes better the Devil you Know anyhow 😉

Thank you Valdez and to everyone for the information and help in regards to this issue  it’s been invaluable to be honest and this wee site is a potential life saver because after a few hours billion casino have acted really quickly and paid me out my winnings with great customer service I don’t want to damage the casinos reputation because although it was a stretched out process they came through I’d like to thank you guys for all your help and I feel I’ve wasted your time opening a complaint I apologise but also feel it prompted  a quick reaction 👍 I will be a constant visitor here  for the right reasons and hopefully reading the good news of some of you guys being big winners in the near future. 

Hi @Chico28, 
Your complaint has just been accepted and processed. Complaint's link below: 
Billion Casino - Payment delay due to verification and source of wealth check
Strongly encourage you to refrain from further public discussion re your case and focus on providing the relevant assistance to our Complaint Team if necessary. 
Good luck!
 

touch wood, told you they weren't dodgy 😛

My favourite for stalling is the old:
in 2016 you used a card to deposit, can we have a copy?
No - it's cut up
Well then, we can't pay - you need a letter from the bank. 
What absolute tosh. So, you can deposit for years with a stolen card, that's ok as long as you don't have the gall to withdraw?- that's basically what some of them are saying.  
I had one, looking for proof of residence who did the whole - we don't accept PDF's must be via the post and in colour (i think some of them make this up) - all i did was colour my statement, print it off, fold it as if it was in an envelope and guess what? Approved - shows how some of this is pointless.
Same for the card example  -my pal, having had the long card number etc just not the card, took a pic of his new one and simply, using an editor/paint, replaced the numbers and...hey presto, approved!
Fact is  -electronic verification using data that is more robust than taking a pic with your phone etc should be mandated. It'll cost them but so what - some are running PNG games at 91% so i'll presume they can afford it. 

I appreciate the info mate big time still not confident tho it relaxes me more than there customer support ever could, some of the stuff I’ve seen on here is absolutely invaluable to gamblers that use online casinos either way I’ve dipped my toe into another world from just a bookies or land based casino, I can only hope at this point it’s just a stretching out of the process and this is genuine be gutted otherwise big loss for me as a gambler I don’t mind losing but losing when you’ve won that’s totally different cheers again bud 👍

Yeah, whilst MGA licences and UKGC ones don't mean casino's act properly, it's certainly a far cry from a banana republic one from South America - I'm not a massive fan of Evolution Gaming, seen a few things about them, but that's more where they refuse a bet after it's been placed in time etc - maybe they've doing the old 'double check' with the provider, I don't know.
Give you some context, at Jambo, an Aspire site, Mrs P made a 6k cash out from playing Danger High Voltage - processed in 6hrs last month, which is why i'm saying i don't THINK they're like that. But 14 days is awfully long to wait - thought I've got a friend now at Grosvenor in week 5 for bank statement/sow verification.
IMO the UKGC needs to clearly outline KPI's/Timescales regarding things like this - think they just say reasonable time. Better if they said, unless extenuating circumstances, 3/5 days max for SOW.
Or...they should really payout and then do the SOW etc - which is what i think they're doing with you. Either way, it's holding up withdrawals based upon information requests which could have possibly be requested at another stage - which doesn't seem right - you can't reverse it, which is a minor silver lining. 
Casumo - know someone who waited 21 ish days to be 'verified' and funds release and they're 'allegedly' a good casino 

I’ve now raised a complaint through ask gamblers not been looked at yet,  just let it run it’s course mate fingers crossed hopefully you’re right I don’t doubt your experience cause I ain’t got it when it comes to this always been paid with no hassle or having to wait 7/8 days , think I have done it properly and given the proper info,  first I’ve attempted a complaint against a casino to be fair, cash out is still pending mate no further information on if documentation has even been looked at never mind accepted had someone say 14 days to me which to me is madness. 

I'd still raise a complaint. TBH mate, as much as Aspire aren't great, I've never really heard of them intentionally ***** folk out of money. Does it say the cashout is still pending?
As for game logs - wouldn't read too much into it: i'd the same issue at Novibet and a L and L casino recently and only came back after 7 days. 

Yeah, the probably have their CS situated god knows where - only the head honcho's there 😉
Despite being bad on other aspects, I have to give Casumo some praise when it comes to their customer support/verification/payments - know a few folk who have gone through KYC/SOW whilst on the chat with the right person but they're the exception - generally speaking support/first line of contact have no clue - doesn't make it right but there's always a shadow-y 'relevant department'
I got put off Crazy Time when it was 7 1's in a row, i missed the 8th and it was Crazy Time x5 

Cheers mate for the reply’s , Billion casino i will probably go ahead and submit a complaint  through here as I just called there corporate office in Malta to get absolutely nothing from a receptionist who couldn’t even put me on the phone to any sort of representative of the casinos they represent like upstairs didn’t exist  , I am just the receptionist here was the answer scary to be honest got nowhere , i win it on crazy time with my deposited money deposited over 3 grand no problems but now with the withdrawals being badly messed around. 

I can’t take this seriously anymore lol 😂 this mob are unbelievable so no bonuses will be issued to you while a withdrawal is pending on your account, ok  probably a generic  email but it clearly states on the withdrawals pending page that no bonus will be issued then I get sent this just this morning  I can’t even deposit in the account 🥴. 

Even the biggish boys such as Grosvenor have apparently a backlog of 2-4 weeks when looking at bank details - dunno how this meets their regulatory requirements re pending withdrawals mind u....
Can you call them?

Well I suppose your right, much appreciated bud for the heads up on your experiences with them, due to my lack of experience with this sort of thing I may be a bit over reactive to this verification stuff. Cheers again 👍

Their lack of clarity doesn't mean they're dodgy, just quite incompetent from my experience 
Better places to play pal so i'd get the cash and take it somewhere good
I'm currently shilling for Unibet as they're solid as. 

They do payout but their verification processes leave a lot to be desired - when i played there it either took them a week to verify or there was always some issue that you needed to go back to them.
Their reviews can be generally negative, running basement RTP's, slowish payments (though they have sped up), KYC is a chore but never really seen any unjust confiscation of funds. That being the case, you should never, as long as they've got what they need, need to go through the mill for money you've legitimately won. 
Looks like they're doing SOW and that'll probably add a week onto the process as well given how slow they are in verifying 4 corners of a card. 
Re SOW - the worst thing you can have on your bank statements is 'other income' - they'll probably come back and want more explanations on where it was from, what for it etc. 

Hi there..
Considering the nature of the described issue, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 
Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 
Using AskGamblers Casino Complaints Service
Let us know in case you need further assistance. 

As I turn back in my memories, cannot remeber of having found a single place, where a regular gambler can actually find complete and consistent information on how exactly to defend his rights in any conflict with the online casino in which he/she plays! Everything I found was either too fragmented and unclear, or too short and concise! I am fully aware of the fact that such moments are extremely sensitive, but I also think that a player deserves the best! So I decided to sit down and share my personal experiences on the issue, moreover, unfortunately, in the recent months I had such battles on several occasions! And the most important is that I won every one of them! But how, you will maybe ask? Well, that's what we'll talk about in this practical guide!
 
And so, sooner or later, everyone who practices online gambling reaches a certain point, when he/she considers that his/hers rights and interests are infringed upon by a casino! In no case is necessarily a casino, you have a problem to be some kind of “rogue” or “scam” – it is entirely possible to get into a conflict situation even with the best in the industry! So, what can be these bottlenecks about?
Bonuses, promotions and everything connected with them, like wagering requirements, deadlines, eligibility, possible capabilities for cashing out, so called "bonus abuse" and others;
Deposits and withdrawals and everything connected with them, like refusing or delaying payment of the amounts, timing, feasibility and others;
Problems with the casino support;
Problems with the casino software platform;
Any other situations in which there is a disagreement between the casino, on the one hand and the client from the another.

Well, let's imagine that unfortunately you find yourself in such a conflict situation! At such moments it is extremely important that you are fully aware with both rights and obligations, you have accepted voluntary, upon the registration on any online casino! So, you are completely sure that you have no guilt and believe that your casino concerns with you cheating! How to act to protect your rights?
Try to remain calm and keep your mind cool no matter how much money, nerves and emotions are involved! If you can prevent yourself from being impulsive and from making thoughtless actions, I guarantee, you will win the battle in 90% of the cases! But if afford to be rude, disrespectful or even worse - to insult the representatives of the casino, which argue with, I'm afraid that your chances of success decrease dramatically! Every single word can and will be used against you, so very be carefully and think twice what and who you're talking! Again, do your best and behave yourself calm and with good manner to people on the other end - in most cases they are exposed to even more stress and tension by yourself!
Do not rush to publicize the problem, no matter how serious the situation really is! All casinos are very sensitive on this matter and if you make them to understand that you are discreet and give them another chance to correct what you consider is unjust, I am convinced that your chances of success increase significantly! Moreover - in the majority of the cases in which you will rely on outside help, you will notice that maintaining confidentiality is an explicit condition to get such!
Prior to interfere with anyone else in your problem, do try to resolve the case by your own! Try to get in touch with someone from the casino management team and explain everything clearly, accurately and honestly and if possible, support your thesis with all the proves you have like e-mails, chat transcriptions, bank statements, screenshots and etc. Try to show a strong and unshakable determination to seek for your rights – it will make the casino manager to take you seriously and do everything he can to solve the case! If you succeed – great, but if you do not - calm, the battle is just beginning!
Here now is just the right time when you should seek for a help from outside! Generally you have two options - to contact any of the official organizations that deal with licensing and regulation of online casinos or ask for help from any of the numerous websites and portals, dedicated to online gambling. Please note the fact, that no matter of the options you choose, you will be asked to cooperate fully, honestly and fairly when presenting the facts and circumstances that led to this conflict, and to respect for confidentiality and discretion! Do not try to cheating by saving important facts or events - sooner or later everything becomes crystal clear and if it turns out that you were not honest and trustworthy in sharing the problem, I can say that the only loser will be you with one hundred percent certainty!
I recommend that you first seek help from someone of the largest and most reputable websites and portals, dedicated to the lovers of online gambling! I guarantee that you will be pleasantly surprised by just how much the people there can help! A great example of such gaming portal is AskGamblers.com, offering to its members a unique complaint system, through which you are given the opportunity to resolve any kind of issues, by the mediation of the AskGamblers team completely for free! All you are required to do is to present your problem clearly, accurately and fairly and to read carefully the terms and conditions for publication of such a complaint! Typically, such complaints are resolved within a week or two, but may take longer, so be patient and let the people who deal with your case calmly to do their job! Be absolutely sure they will do everything that is possible to help and provided that it does not cost you a penny, I think it deserves respect!
If, despite everything you've done so far, the problem is still on the table and you remain absolutely convinced that your position in this case is correct, then I'm afraid it's time to interfere with the heavy artillery! And these are just the official, in many cases even controlled by the government, organizations which issued the license, thanks to which, a casino, you have a problem with, is operating! Absolutely all online casinos have such a license! So what you need to do is look for which of them has issued the license, by which operates your casino. Usually this kind of information is marked visibly on the website of the casino and should not hinder you much finding it. So you found the name of the organization, it is time for the next step - contacting and filing a formal complaint! This is the most serious action you can take against a casino and, therefore, you are expected to approach with a maximum dose of integrity and responsibility when describing the details of your problem! Try to be short, clear and precise! Express clearly and unambiguously your claims, try not to make unnecessary emotional comments and in no case allow yourself to insult! If you have an opportunity to present evidence, than do it - saving any effort on your part of the job, reduces the chances of success, so do not be lazy at the very crucial moment! Do not give publicity to the fact that you filed a formal complaint, until the investigation has ended - otherwise you risk your complaint being terminated immediately! Be patient, because the official procedures take longer time to finish! It usually takes at least 6 to 8 weeks, but can last up to 6 months! I know it's awfully hard to wait for such a long time, but these are the rules of the game, so they must be observed! Here I will try to list some of the major players in the licensing market worldwide, as well as to provide you with their Internet addresses, where you can ask for assistance from them!


Alderney Gambling Control Commission www.gamblingcontrol.org
 

Antigua and Barbuda Directorate of Offshore Gaming www.antiguagaming.gov.ag
 

Costa Rica Commerce, Industry and Economy Ministry www.meic.go.cr
 

Gibraltar Ministry of Finance Gambling Division http://www.gibraltar.gov.gi/remotegambling
 

Malta Lotteries and Gaming Authority www.lga.org.mt
 

United Kingdom Gambling Commission www.gamblingcommission.gov.uk
 

Isle of Man Gambling Supervision www.gov.im/gambling
 

Cyprus Ministry of Finance www.mof.gov.cy
 

Kahnawake Gaming Commission www.gamingcommission.ca
 

Curacao Internet Gaming Association /Netherland Antilles/ www.ciga.an
 

Panama Ministry of Economy and Finance www.mef.gob.pa/Portal/Dir-Junta.html
 
Other useful links:
Central Dispute System - for all players using Real Time Gaming software
eCOGRA Dispute Form - for all players in any casino, certified by this organization
 
 
Well, basically this is the most successful model, I have always tried to stick to when solving my casino problems and issues, no matter of the name and reputation of the casino! In fact, for all those nearly four years, in which I deal with online gambling, I have fought such battles only 9-10 times, but I am extremely proud of the fact that I have not lost any of them! Anyway, each case is different and has its own specifics, so a universal recipe for success is not yet invented! But I can help you with tips on how to choose an online casino so as to limit the unpleasant emotions to a bare minimum!
 
Be brave but never unreasonable! And remember that here, in AskGamblers.com, you will always be able to find someone to help you!
 
ValDes

Whilst, not always the case, some issues with the WL approach is:
 - Because they're a quick solution you may find it attracts folk who aren't au fait/interested in the industry which sometimes leads to hit and miss player experiences
 - Are they funded well enough? Hmm. 
 Dunno if the number of WL's are rising or falling - I'm not really a fan of them tbh.
 
As for sending in docs - contrary to opinion there is no need for SOW - personally, refuse and tell them to either pay out your withdrawal or tell them to submit a Suspicious Activity Report to your countries equivalent of the NCA who, upon review, will see it returned to you.  Chances of me sending half my financial information to some geezer in Malta are zero - Maltese Casinos are woeful for this atm. 

White Label? Open it, pour some into a glass and enjoy the whisky! 🤣
Just kidding of course. That's not the White Label you are asking about.
White Label is a term given to any casino that uses a common solution platform provided by one of the iGaming Providers, such as William Hill and EveryMatrix. By using this platform, a new casino can go into operation very quickly, using the iGaming Provider's licence, thereby avoiding all the heartaches of setting up a new casino and getting the required licences. This common platform includes games from various established software providers, like NetEnt, Microgaming, Play'nGo and many more, once again avoiding the need to deal directly with each software provider.
In short, it is the easiest and quickest solution to establishing a new casino. Simple as that (well, not so simple actually, but you don't wanna know the whats and the hows). 😜 

Thanks for the reply really appreciate it just worried about the legitimacy of the casino billion As it’s the first I’ve really encountered this level of info to be sent via the internet , bank statements, payslips, and obviously ID and that’s fine it’s just I’ve been paid out big somes with betsafe ,Ladbrokes, the sun Vegas, the grand ivy I will let you know how it goes feel a bit better about the situation cheers 🤙🏻

Hey there @Chico28 and welcome to AskGamblers Forum  
Well, considering the fact the operator you are referring to is duly licensed by the UKGC (although as a whitelabel) I believe there's nothing to worry about and have no doubts you will be duly paid IF you followed all the rules and provided all required verification paperwork of course. 
https://secure.gamblingcommission.gov.uk/PublicRegister/Search/Detail/39483
Keep us posted and good luck!