BetBeast Casino - Player’s account is closed yet still allowed to play.

Hello,

On December 23, I requested self-exclusion due to gambling addiction (Picture 1).

My account was then blocked on the same day (Picture 2).

After that, however, I was able to reopen my account without any problems and have since lost €420 (Picture 3).

I asked the casino to refund my money, as it should not be possible to continue playing there, but this was not accepted (Picture 4 and 5).

The casino is not fulfilling its responsibility for responsible gaming.

My email address is visible in the pictures. Therefore, please do not show them publicly.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBeast Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you saved the communication from 12/1/2026 from the time you requested your account to be reopened? Would you be able to share the information with me? My email is tomas@casino.guru
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Is your account currently accessible to you?

• Yes

Have you saved the communication from 12/1/2026 from the time you requested your account to be reopened? Would you be able to share the information with me?

• I cant share the the communication, because it was in chat and i didnt make a screenshot. But it is like: Can you reopen my account? And the answer then is: Your account is reopened.

When was the last time the casino allowed you to deposit?

• Last deposit was made on 1st february 2026.

Thanks for your reply.

At this stage, if your account is still open, we would recommend that you send a new self-exclusion request to the casino support. This time, please include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BetBeast Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Feel free to use the template when requesting a self-exclusion from any online casino where you have an open account.

Please keep me informed about any developments.

Now I cant login anymore.

The problem is, that the casino allows easily to reopen the account although when you are gambling addicted.

Dear Villa7772,

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,

Tomas

Dear Villa7772,

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.

Hello Tomas & Igor,

I've just sent you an email regarding this case and the player in question. Kindly take a look and let me know how we should proceed.

Regards,

Support Team| BetBeast

Dear BetBeast Casino,

I have reviewed the evidence you provided and would like to point out one important detail.

Once a player requests self-exclusion due to a gambling problem or a similar reason, their account should never be reopened.

It does not matter what the gaming or deposit pattern was, nor the amount the player deposited.

Therefore, the player should be eligible for a refund of all deposits (minus any withdrawals) made since the first self-exclusion request.

The account was closed for the first time on 26/11.

Could you please clarify based on which communication or request the account was closed?

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.

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,

Unfortunately, I have not received any email from you regarding this complaint; I only received communication about another case related to your casino.

Could you please resend the email? Kindly ensure that you are using the correct email address: igor.p@casino.guru.

Thank you for your attention to this matter.

Sent!

Dear BetBeast Casino,

Thank you for your email.

I must inform you that once a player requests self-exclusion, their account must remain closed permanently, without any possibility of being reopened. On 23/12, the player requested the closure of his account due to gambling problem and even received confirmation from your support that the account had been permanently closed - as it should have been.

Regardless of any statements, messages, or claims the player may have made afterward, the account should never have been reopened. In this case, however, the player managed to self-exclude and subsequently reopen his account four times within a few weeks.

This represents a serious breach of responsible gambling standards and contradicts our expectations regarding a safe gambling environment.

Additionally, you mentioned that from now on you will request players to install BetBlocker and that you will not be held responsible for any potential losses if they fail to do so.

While it is positive to see such a measure being incorporated into your responsible gambling procedures, please note that it is the casino’s own fundamental duty to protect players who have requested self-exclusion, rather than relying on external programs.

Finally, you also stated that you would only proceed with a refund in this complaint if the player installs BetBlocker. As mentioned above, BetBlocker is indeed a helpful tool for players struggling with gambling problems, and we at Casino Guru also recommend it. However, it is not reasonable to condition the resolution of this complaint on the player installing third-party software.

Therefore, the player is eligible for a refund of all deposits made after the first account closure due to problematic gambling, minus any withdrawals.

Dear Igor & Villa7772,

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 BetBeast Casino,

Review the case and let us know your findings.

Please do not forget to take into consideration the message I sent above, in which I explained our policy.

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 Villa7772,

Despite our repeated efforts to engage in constructive dialogue with BetBeast Casino regarding our concerns, they continue to assert that no wrongdoing has occurred on their part. We would like to emphasize that we hold the principles of responsible gambling in the highest regard and do not align with the casino's perspective on this matter. When an account is closed due to gambling-related issues, we believe it should remain closed permanently. In this instance, we have noted that your account has been closed and reopened four times, which we view as a significant violation of responsible gambling standards and contrary to our expectations for a secure gambling environment. Furthermore, a representative from the casino has communicated to me privately that their stance on this complaint is final, and I may consider this matter unresolved and proceed to close the 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