The player from Germany had been banned from rivieracasino due to gambling addiction but managed to open a new account at betbeast using the same information. He had gambled 190 euros and requested a refund, but the casino had not responded to his inquiries. We clarified that self-exclusion from one casino in the group did not automatically apply to affiliated casinos, as this was not required by the licensing authority. Since the player had not submitted a self-exclusion request to BetBeast before gambling and the account was now closed, we were unable to assist with the refund claim. The case was closed with no further action taken.
BetBeast Casino - Player’s account is still active despite being banned.
Closed
Our verdict
Other
Amount: €190
BetBeast Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I have been banned from the sister casino rivieracasino since the end of December due to gambling addiction.
I received confirmation from rivieracasino that my player account at rivieracasino was blocked due to gambling addiction, and the email also confirmed that I cannot open any new player accounts with the company, see screenshot attached.
Nevertheless, using the same data as at rivieracasino, I was able to open a player account at this casino on January 26, 2026, and gamble away 190 euros, which I hereby demand back.
I notified the casino by email on January 27, 2026, and requested a refund of my gaming stakes.
The casino has not responded to this day.
Attached you will find the correspondence I have with the casino; I have nothing more.
The player account at betbeast is still not closed to this day.
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2 months ago
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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.
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2 months ago
Dear hschlue88,
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 sur 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 not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.
- To proceed further, could you please confirm whether you specifically requested a self-exclusion from BetBeast Casino?
I look forward to your reply.
Best regards, Petra
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2 months ago
TranslationThat is not right.
I have been banned from the sister casino rivieracasino.com since the end of December due to gambling addiction.
In the email dated December 30, 2025, rivieracasino confirmed to me that I cannot open new player accounts with companies; see screenshot of the email from rivieracasino attached below in this message.
The email dated December 30, 2025 from Riviera Casino confirms that I am banned from all of the company's online casinos.
Nevertheless, I was able to open a player account at betbeast (rivieracasino and betbeast belong to the same company) using the same data and gamble away 190 euros.
Therefore, this constitutes a violation and the casino company must refund my gambling stakes.
Betbeast has blocked my player account since yesterday.
Betbeast Casino has not responded to my request for a refund of my gaming stakes.
Please contact the casino.
Please set all posts to private mode.
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1 month ago
Thank you for your reply and for providing the previous details, hschlue88.
- Could you please clarify the date when you were able to gamble on the casino account?
- Additionally, could you share any further communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.
Thank you again for your cooperation.
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1 month ago
TranslationHello Petra,
I registered a player account at Betbeast Casino on January 26, 2026, and deposited 190 euros on the same day.
Using the same data I used to register with betbeast, I opened a player account at the sister casino rivieracasino back in December.
Attached to this message is the email I sent to Betbeast Casino with the attachment as proof that their sister casino, Riviera Casino, confirmed to me at the end of December 2025 that I cannot open any new player accounts with the company.
Nevertheless, I was able to open a player account at betbeast on January 26, 2026, and gamble away 190 euros, even though the sister casino rivieracasino and betbeast belong to the same casino company.
The casino betbeast only blocked my player account but has not responded to my request for a refund of my gambling stakes to this day.
Please set all posts and attachments to private mode.
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1 month ago
Dear hschlue88,
Please note that the terms and conditions do not state anywhere that self-exclusion at one sister casino automatically applies to all casinos within the same group. The licensing authority of this casino does not require the enforcement of such a rule. Therefore, even though the two casinos are affiliated, a separate self-exclusion request must be submitted for each operator.
In this case, if the account is already closed and a direct self-exclusion request was not submitted to BetBeast Casino before depositing, playing, and losing, we unfortunately cannot assist you further.
I am sorry that we were not able to help you with this matter. However, please do not hesitate to contact us in the future if you encounter any issues with this or any other casino. We will do our best to assist you.
