The player from Germany highlighted Betbeast's irresponsible behavior, as she had been able to create multiple accounts despite her gambling addiction. Her accounts had been closed due to gambling problems, and she demanded a refund of her deposits and improvements in the casino's security measures. We engaged with the casino to clarify their procedures and emphasized that self-exclusion should have prevented new account creation using the same personal information, which was considered industry standard. Despite repeated requests, the casino failed to cooperate or acknowledge wrongdoing, maintaining that no issues had occurred. Consequently, the complaint was marked as unresolved, with a recommendation for the player to escalate the matter to the relevant regulator.
BetBeast Casino - Player’s account has been closed due to gambling issues.
Failed self-exclusion
Black points: 401
Amount: €700
BetBeast Casino
Safety Index 7.5 Above averageCase summary
Translation
Dear team, I need help because I find Beatbeast's behavior irresponsible.
In 2025, I had an account with Beatbeast which was closed on September 3, 2025, due to gambling addiction. Despite this, I was able to create a new account using the same information (once a different email address was unknowingly used, but the rest of the details like address, name, and phone number were exactly the same! Twice the same email address and all other details were used exactly the same). This new account was closed again on December 16, 2025 (I had already requested closure on December 11, 2025) due to gambling problems. I was even able to open a third new account, which was again closed on December 27, 2025, due to gambling problems.
It can't be right that even though the casino is aware of a gambling addiction and the account was closed for that reason, it's still possible to simply create a new one, especially at a casino with such a good rating! I therefore demand that the casino refund my deposits and urgently work on improving its security.
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Dear LouAnn123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have reviewed the Responsible Gaming Section, and this is what I found:
"You can set a Self-Exclusion Limit for a definite period of time. Upon doing so, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Once self-excluded, please reach out to our support team in order to initiate the withdrawal of the remaining balance. Upon its expiring, your account will automatically be re-activated.
You may also contact our support team and inform us about your decision to stop gambling at the Website for an indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional material.
Please note that active self-exclusion does not make you exempt from the verification procedure if it’s required by the casino to process funds. The funds remaining on balance will be paid according to the casino limits."
Unfortunately, it is the player’s own responsibility to ensure that a new account is not opened at the casino, and the terms do not clearly state that any newly created account would be automatically blocked. Please understand that self-excluding from a casino does not necessarily guarantee protection against the creation of new accounts.
- To proceed further, could you please share your self-exclusion requests sent to BetBeast Casino?
- Additionally, can you provide any specific details regarding your interactions with customer support related to this matter?
You may send all relevant documents to petra.h@casino.guru or upload screenshots directly to the complaint thread.
Thank you again for your cooperation.
Kind regards,
Petra
TranslationI've sent you everything. Do I understand correctly: I can have myself banned from a casino due to gambling addiction, but then just create a new account a minute later with the same information and continue playing? That doesn't make any sense at all; there's no point in requesting self-exclusion if it's that easy...
Thank you for your reply and for providing the previous details, LouAnn123.
Unfortunately, casinos in general do not have a universal rule that prevents players from creating a new account after a successful self-exclusion. I understand that this situation can be frustrating, and it’s completely normal to feel concerned. Please remember that it is ultimately the player’s responsibility to avoid opening a new account, and taking steps to respect the self-exclusion is an important part of managing gambling behavior safely.
To better understand:
- Are there any other casinos or platforms where you faced similar issues with account closures and re-registrations?
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
TranslationHello Petra,
I don't have any more communication; I didn't think to take screenshots of chat histories, except for that one.
I haven't yet had the problem of being able to create a duplicate after self-exclusion due to gambling addiction.
As I said, it doesn't make much sense to me if I can self-exclude due to gambling addiction, but then simply create a new account with the same details two minutes later. Self-exclusion doesn't really make sense then... the casino should urgently review its procedures!
Dear LouAnn123
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 Igor (igor.p@casino.guru). 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,
Petra
Dear LouAnn123,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the BetBeast Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a BetBeast Casino representative to join this conversation and participate in resolving this complaint.
Dear BetBeast Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationDear Betbeast Team,
That statement is unfortunately incorrect. I have already sent Casino Guru the necessary evidence that more than one account exists/existed, and I can gladly provide it again if needed. Even their support team had trouble closing my account because they didn't recognize that more than one account existed.
I also have confirmation from support that an account was closed on 3.09.2025, an account was closed on 16.12.2025 and an account was closed on 27.12.2025.
Furthermore, I already sent an email on December 11, 2025, stating that all my accounts should already have been closed due to gambling addiction. I have proof of this as well. In addition, I have requested to be banned from all sister casinos, with my license suspended. Normally, it shouldn't even be possible for a duplicate account to be created. You urgently need to review your player protection system!
Dear LouAnn123,
In your first message, you stated that you used a different email address for one of the accounts. Could you please clarify what the other email address was?
Did any of your accounts pass KYC verification?
Additionally, could you please provide evidence confirming that each of your accounts was closed?
Finally, could you share the exact phone number and full name you used for your accounts?
You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.
Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.
TranslationHi Igor, I sent you everything by email. No account was checked for KYC; it wasn't required.
Hello Igor,
Kindly note that I have just sent you an email with the requested information and our feedback on this case. Please review it and let me know how you would like to proceed.
Thank you in advance.
Support Team| BetBeast
Dear BetBeast Casino,
If a player has successfully self-excluded themselves from the casino, it is essential that all information associated with their account is blacklisted.
This includes particularly sensitive and unique details such as their phone number, date of birth, address, name, etc.
Given that a player may enter the same phone number, name, and date of birth when attempting to register again, your system should be designed to recognize this information and prevent the creation of a new account.
You mentioned that it is not technically feasible for your system to detect such combinations and that this practice is not considered standard.
However, I would like to respectfully point out that this is, in fact, a common practice among casinos to identify potential duplicate accounts.
As a result, it is important that players are not permitted to create new accounts using the same personal information.
Furthermore, the player should be entitled to all deposits made on the second account.
Thank you for considering this perspective.
Hello Igor,
Kindly note that I have just sent you another email with additional feedback on this case. Please review it at your earliest possible.
Thank you in advance.
Support Team| BetBeast
Dear BetBeast Casino,
I would appreciate the opportunity to clarify the matter concerning the statement made by my colleague earlier:
"It is the player’s own responsibility to ensure that a new account is not opened at the casino, and the terms do not clearly state that any newly created account would be automatically blocked. Please understand that self-excluding from a casino does not necessarily guarantee protection against the creation of new accounts"
In this case, the player was informed that self-exclusion in your casino does not automatically prevent them from creating other accounts using the same personal information.
However, according to our policy and point of view, once a player has self-excluded, the personal information from that blocked account should be checked and compared when a new account is created. As mentioned in my previous message, this is a basic tool considered an industry standard.
Hopefully, this clarifies the matter regarding the statement made by my colleague.
Additionally, I would like to ask you to communicate via this thread instead of email, if possible, as email communication makes the case less clear and harder to manage.
Dear Igor & LouAnn123,
Kindly note that we are currently looking into this matter in more detail. Please allow us some time to review everything and draw our conclusions effectively!
Thank you in advance,
Support Team| BetBeast
Dear all,
I would like to inform you that the conversation with the casino is currently taking place outside of this thread.
Dear LouAnn123,
The casino informed me that the total amount of your deposits was €700, not €3,000.
Could you please confirm or deny this?
TranslationHi Igor, the last account definitely had €800 deposits, the other two had more. Unfortunately, the deposits were made via Flexepin and Betbeast didn't send any deposit confirmations by email, so I have nothing to show. It should be easy for Betbeast Casino to provide the deposit overview to verify the deposits. Unfortunately, I no longer have access to this information as the accounts have since been blocked, but I hereby give my consent for Betbeast to provide you with the complete transaction lists for your review.
Dear BetBeast Casino,
Since the player is not sure about the deposited amount, could you please share with us the player's deposit history on second account?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear LouAnn123
We have made multiple attempts to initiate a constructive dialogue with BetBeast Casino regarding our concerns, yet they persist in asserting that no wrongdoing has taken place on their part. We want to underscore our commitment to the principles of responsible gambling, which we value immensely, and express that we do not share the same perspective as the casino on this complaint.
Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Igor
