BillyBets Casino - Player’s account closure is delayed.

I ask closure my account one week now. Emails no one answer anything.

Chat support just ask send more emails and promise at closure happen end of " this day"

How can close account on this casino? Any other way if casino dont wanna make it?

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Dear Jamethai888,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

• When exactly did you submit your request to close your account?
• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards

Petra

Hi Petra.

Yes i understand different those 2 request.

Now i just ask to closure and hope they can do even that.

First time i ask closure 8 days ago 1.3.2026

Reason is:

Slow withdrawal, no responsibility tools, unfriendly support and email address what never answer.

Thank you for your reply and for providing the previous details.

According to the Casino’s General Terms (3.7 – Closure of your account):

"You may request the closure of your account at any time by sending an email to customer support at cs@billybets.com, subject to the following conditions:

You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

In case you want to close your account with a positive balance or and pending withdrawal requests, all the funds on your account will be voided."

• Could you please confirm whether you followed these rules when requesting the closure of your account?
• Have you received any confirmation or response from the casino regarding your closure request?
• Was your request submitted via any other method?

You can send me any relevant documents at petra.h@casino.guru, or you can post your screenshots directly to the complaint thread.

Thank you again for your cooperation.

Hi. yes, I did exactly as you said.

I have sent you Petra about 10 emails as a follow-up to the ones I sent to the casino to different addresses.

Casino dont answer anything by email. On chat support they ask me to wait. Now i wait 13 days already.

Check your inbox 9.3.2026

Jarmo

Dear Jamethai888

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 Peter (peter.c@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

Hello there,

Thank you Jamethai888 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BillyBets Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Casino Guru,

We can confirm that the player's account has been successfully closed.

Kind Regards,

BillyBets Team

Thank you for the update, BillyBets Casino representative.

Dear Jamethai888, let us know if this resolves your issue or if you require any further assistance. Thank you in advance for your confirmation!

Hello.

Yes, the account is now closed.

Thanks for your help.

Dear Jamethai888,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter