HomeComplaintsBillyBets Casino - Player wants account closed and data deleted.

BillyBets Casino - Player wants account closed and data deleted.

Amount: ??

BillyBets Casino
Submitted: 17 Dec 2024 | Case closed : 07 Jan 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Portugal faced issues with prolonged withdrawal times and inadequate support from the casino. He had requested self-exclusion via email but received sarcastic responses from the support staff, prompting him to demand account closure and data deletion. The Complaints Team extended the investigation time but ultimately rejected the complaint due to the player's lack of response to inquiries. The player was informed that he could reopen the complaint at any time.

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Translation

This site is somewhat decent... However, there are many strange things... Withdrawals that take weeks, support that seems to make fun of you, and two weeks ago I requested self-exclusion via email, which is odd because the site should have an option for users to decide this whenever they want, without having to ask someone via email. Having said that, I requested it for three days in a row and engaged in an email exchange with someone named Manager Vicent, who was clearly being sarcastic by sending three emails asking if I was sure I wanted to proceed with self-exclusion. This was already disrespectful. Anyway, I want my data deleted and my account closed!

Automatic translation:
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Dear Heisen990,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests you sent to the casino? My email address is dominika.l@casino.guru

Thank you very much in advance. 

Best regards, 

Dominika


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Translation

Hello, I want to thank you for your reply! And the summary was well done... I don't know if this Dominika is a person, but she described well what has been done by email from this "company". After several, like 30 or more emails sent I was able to have my account deleted from this site... but now I received another email from them saying that my data will be with them for 10 years, due to laws and in the email he does not cite any decree law on which this is based... Look, I feel this is very strange already! The fact that a person doesn't have the autonomy to delete their account on their own and has to request it via email... I think the company has bad intentions! I've sent "proof" to your email Dominika.

Automatic translation:
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Dear Heisen990, is the data retention issue your only concern now, or are there other problems you're facing with the casino?

Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise.

If you need any further assistance, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

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Dear Heisen990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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