The player from Portugal faces issues with prolonged withdrawal times and inadequate support from the casino. He requested self-exclusion via email but received sarcastic responses from support staff, prompting him to demand account closure and data deletion.
BillyBets Casino - Player wants account closed and data deleted.
Amount: ??
BillyBets Casino
Safety Index:HighSafety Index
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8.1
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Case opened
Current status
Waiting for player to reply
6d 20h 49m 46s
Case summary
3 hours ago
Public
Public
10 hours ago
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:
Public
Public
3 hours ago
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.
Heisen990 has 6d 20h 49m 46s to reply
