BetBeast Casino - Player’s self-exclusion request was ignored.

Hallo,

Ich möchte eine Beschwerde gegen BetBeast einreichen, da mein Selbstausschluss wegen Spielsucht komplett ignoriert wurde. Ich habe dem Support bereits am 26.03.2026 eine E-Mail geschickt und die permanente Schließung gefordert, da ich spielsüchtig bin („Hi pls close my acc forever due gambling addiction."). Das Casino hat mein Konto danach jedoch einfach offen gelassen. Seit dieser Meldung im März habe ich bis heute weitere 7.341,13 € eingezahlt und nur 2.950,00 € ausgezahlt. Das Casino hat seine Pflicht zum Spielerschutz grob verletzt, weshalb ich die Rückerstattung meines seit der Meldung entstandenen Nettoverlusts von exakt 4.391,13 € fordere. Die Screenshots der Mail vom März und des heutigen Chats mit den Finanzdaten liegen als Beweis vor.

Gandhi1988

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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?
• After you learned your self-exclusion request wasn't processed, have you contacted the casino via different communication channels?
• Has the casino responded to any of your requests for account closure? Would you be able to share the casino's responses with me?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact request a self-exclusion via email at support@betbeast.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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."

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

Haben Sie derzeit Zugriff auf Ihr Konto?

Gestern wurde das Konto endlich geschlossen.

Nachdem Sie erfahren haben, dass Ihr Antrag auf Selbstsperrung nicht bearbeitet wurde, haben Sie das Casino über andere Kommunikationskanäle kontaktiert?

Ja per Live Chat. Da sagte man mir aber nur, dass solche Anfragen via Email bearbeitet werden.

Hat das Casino auf Ihre Anfragen zur Kontoschließung reagiert? Könnten Sie mir die Antworten des Casinos zukommen lassen?

Es gab nie eine Antwort.

Wann konnten Sie zuletzt im Casino eine Einzahlung vornehmen?

Die letzte Einzahlung war vor ca 1,5 Wochen.

Hat das Casino bereits auf Ihre Rückerstattungsanfrage geantwortet? Wie lautete die Antwort des Casinos?

nein. Das Casino antwortet auf keine einzige Email.

Dear gandhi1988,

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 gandhi1988,

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.

Good morning Casino Guru Team,

Thank you for contacting us regarding this complaint.

After reviewing the player's account and our communication records, we can confirm the we did not receive any communication from the player regarding a gambling addiction.

The email the player claims to have sent on 26.03 was not received by us unfortunately, The player had the opportunity to contact our Live Chat team regarding the closure of the account; however, no such contact was made.

On 21.06, the player contacted our Live Chat requesting a refund. At that point, the account had already been closed. Based on our records, we are unable to substantiate the player's claims.

Please let us know if you require any further information.

Kind regards,

Support Team| BetBeast

Hallo,

sorry das ist kompletter Quatsch.

Am 26.03. habe ich so gut wie alle Casinos kontaktiert, bei denen ich einen Account habe.

JEDES Casino hat meinen Account geschlossen, oder (siehe meine anderen Beschwerden) nicht reagiert und eine Rückerstattung angeboten.

Und nur bei Betbeast soll die Email nicht angekommen sein? Faule Ausrede.

Wenn man sich die anderen offene Beschwerden des Casinos anschaut, scheint es eine gängige Masche zu sein.

Ich habe die E-Mail erfolgreich gesehen und kann sie nachweisen.

Des Weiteren war ich mehrmals im Live Chat, aber man sagte mir, dass dies per E-Mail bearbeitet wird und ich eine Antwort auf meine E-Mail erhalten.

Einmal wurde mir sogar im Live Chat gesagt, dass die E-Mail angekommen und in Bearbeitung ist, da ich mich wunderte, warum es so lange dauert, meinen Account zuschließen.

Alles, was das Casino sagt, ist eine faule Ausrede und meiner Meinung nach gelogen.

Und ganz ehrlich, wenn man an Spielsucht leidet beschäftigt man sich nicht jeden kompletten Tag mit irgendwelchen Casinos und seinen Schließungen.

So etwas passiert in Schüben und so habe ich mich auch in das Casino gewandt und gemeldet.

Somit kann ich lückenlos nachweisen, dass die Aussage des Casinos gelogen ist. Entweder haben sie die E-Mail übersehen, gelöscht oder behaupten bewusst, sie nicht erhalten zu haben, weil sie nicht reagiert haben.

Im übrigen kam auf keiner meiner E-Mails jemals eine Antwort vom Casino, egal auf welche E-Mail.

Dies spricht auch dafür, dass das Casino entweder E-Mails nie beantwortet oder sich einfach nicht darum kümmert.

Dear gandhi1988,

You mentioned that you contacted the live chat multiple times regarding your self-exclusion request.

Do you have any screenshots or other evidence to support this claim?

Dear gandhi1988,

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.

Hallo, ab Montag bin ich wieder zu Hause. Ich denke ich habe noch Screenshots auf meinem Laptop.

Dear gandhi1988

Thank you for you update.

Please provide the screenshots once you have access to your laptop, including the date and time. This is necessary to verify the sending date, recipient, and delivery details.

Hallo, ich habe noch einen Nachweis, als ich den Live Chat kontaktiert habe.

Ich sende es dir als E-Mail.

Ich möchte übrigens auch betonen, dass meine anderen Beschwerden ebenfalls ein Nachweis für die Gültigkeit dieser E-Mail sind.

Ich habe bewusst an mehreren Tagen und mehreren Zeitpunkten alle meine Konten bei online Casinos gesperrt.

So auch bei Betbeast.

Sie können sehr gut nachsehen, dass alle anderen Casinos, über die ich jetzt Beschwerden eröffnet habe, alle die E-Mail bestätigt hatten und ein Fehlverhalten ihrerseits zugegeben haben und mir eine Rückerstattung angeboten haben.

Somit ist die Aussage des Casinos, dass sie keine E-Mail erhalten hätten, schlichtweg falsch oder gelogen.

Ich möchte dem Casino nichts unterstellen, aber bitte nehmen Sie diese auch als Nachweis, dass alle anderen Beschwerden zu meinen Gunsten bisher geschlossen wurden, mit dem Hintergrund, dass ich mich bei jedem existierenden Casino, bei dem ich einen Account habe, selbst ausgeschlossen habe.

Dear gandhi1988,

Please note that we cannot treat this complaint in the same way as cases involving other casinos if no evidence is provided.

Therefore, I would kindly ask you to provide the screenshots you mentioned earlier. Thank you for your cooperation.

Ich habe einen Tag, nachdem ich die E-Mail gesendet habe den Live Chat kontaktiert. Allerdings war ich nicht eingeloggt. Ich habe aber meine E-Mail deutlich genannt.

Dear gandhi1988,

After a thorough review of this, I came to the following conclusion:

When handling self-exclusion cases, we follow a consistent framework. Specifically, we believe that when a player submits a self-exclusion request and receives either no response or an irrelevant response from the casino, they should make a reasonable effort to ensure the request was properly delivered and acknowledged. Sending a single email may not always be sufficient, particularly in situations where such requests are processed manually and may unfortunately be overlooked.

After your initial self-exclusion request via email, you contacted the live chat. However, you did not specify that you had already sent a request via email or asked about it. You simply made a new self-exclusion request, to which the support team replied that you should send an email in order to proceed with the self-exclusion. Therefore, we deem this effort on your part insufficient.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor

We’ve reopened this complaint at the request of gandhi1988. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear BetBeast Casino,

According to the player, they have sent a follow in the live chat on 29th March. Please see the attachment.

Is it possible for you to trace this conversation and link it to the players account?

Hello Igor,

After reviewing this case once again, unfortunately we have not been able to trace the live chat the player is referring to. It seems that either the player was not logged into their account when initiating the chat or that a different email address was used.

Furthermore, the screenshot provided by the player does not include a date, time, or an email address. As a result, it is not possible to verify when the conversation took place or whether it was initiated on 29 March, as the player claims. The chat could have been opened on any date and from any email address.

For your reference, I have attached the list of emails received from this player's email address (3 in total), as well a screenshot showing that we had 13 live chats associated with his email address. As you can see, these records only date back to May 2nd and onwards. Throughout these interactions, the player contacted us regarding cashbacks, withdrawal requests, etc. But, on one occasion, on June 21st, he asked about the total amount deposited versus the total amount withdrawn. It was only after this interaction that the player requested the closure of the account, which we did in accordance to our T&Cs.

Please let me know if you require any further information or clarification.

Kind regards,

Support Team| BetBeast

Ich möchte ebenfalls klarstellen, das auf dem Screenshot mit den Emails nur 3 Emails angezeigt werden.

Ich habe alleine 4 mal nach dem aktuellen Stand der Rückerstattung gefragt, ohne je eine Antwort zu erhalten, obwohl bei dem Casino der Status ‚solved‘ steht.

Ich wurde schlichtweg ignoriert.

Dear gandhi1988,

The casino provided sufficient evidence showing that the latest live chat screenshot you provided was not connected to your account in any way. Therefore, I have to close this complaint as rejected again, as there is no reasonable ground to continue the investigation.

Due to the aforementioned reasons, we will now proceed to reject this complaint.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future.