The player from Germany had been trying to permanently delete and close his account with BillyBets for 12 days, but his requests via email were ignored. He expressed frustration over his negative experience and sought a prompt resolution. The Complaints Team reviewed the player's case, including his requests for account closure and refund of his deposits. It was determined that the player's initial request did not specify gambling addiction, and the casino acted within their terms by processing the closure request within 24 hours of the second request. Consequently, the complaint was rejected, and the player was advised on responsible gambling practices.
BillyBets Casino - Player's account closure request is ignored.
Closed
Our verdict
Unjustified complaint
Amount: €280
BillyBets Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Hello dear Casino Guro Team,
And once again I have a problem.
I have been requesting BillyBets to permanently delete and close my account and data for 12 days.
I have already requested this via email, and BillyBets has ignored it...
Since I have already lost several hundred euros there, my experience is limited and not positive.
I hope for a quick solution.
Automatic translation:
Public
Public
7 months ago
Dear MPMP93,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
Public
Public
7 months ago
Thank you for your email.
Please note that we are able to assist with account closure requests only in cases where players explicitly state that they are experiencing gambling addiction and request their account to be closed for that reason. In your message, there was no mention of gambling addiction.
When applying for self-exclusion, please ensure to clearly state the reason for the account closure and specify the time period for the exclusion. Also, to help the casino support team process your request promptly, the email subject should be clearly marked and easily recognizable, as many requests are received daily. Saving a copy of your self-exclusion request is also strongly recommended for your records.
Here is an example of how to format your self-exclusion email:
Email subject: Self-exclusion due to gambling addiction
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
Dear [Casino Support Team],
I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years (lifetime)].
The reason that preceded my decision is gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period.
If you'd like our assistance with submitting a proper self-exclusion request, please fill out this template, send it to the casino at [email protected], and add my email address [email protected] as a CC.
Public
Public
7 months ago
Have you received any response from the casino regarding your self-exclusion request? Please keep me updated.
Public
Public
7 months ago
Translation
No, I still haven't.
I also request a refund of my last deposits from this casino operator!
This is an absolute cheek on the part of the casino operator!
The safety score should be reconsidered!
Edited
Automatic translation:
Public
Public
6 months ago
Dear MPMP93,
Thank you for your message.
We are sorry to hear about your concerns.
To assist you further, could you please confirm from which email address you contacted our support team? This will help us to identify your case and provide a proper response.
We look forward to your reply.
Kind regards,
BillyBets Support Team
Public
Public
6 months ago
Dear BillyBets Casino representative,
Thank you very much for reaching out to us and assisting the player.
Dear MPMP93,
Have you been contacted by the casino in the meantime?
Also, can you please specify how much money you deposited into the casino since 15 June? Kindly specify the amounts and dates. Thank you for your patience and cooperation.
Public
Public
6 months ago
Dear MPMP93,
Thank you for confirming your email address.
We would like to inform you that we have not received any previous inquiries from [email address hidden by Casino Guru] to our support email. Therefore, we kindly ask you to contact us directly at [email protected], and we will prioritize your request regarding account closure.
Thank you for your cooperation.
Kind regards,
BillyBets Support Team
Sensitive attachment
Sensitive attachment
6 months ago
Translation
@Veronika No, absolutely nothing by email! I've lost €280 in this casino since my first attempt to close, from May 30th to June 15th.
Edited
Automatic translation:
Public
Public
6 months ago
Thank you very much, MPMP93, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
6 months ago
Hello MPMP93, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of BillyBets Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].
Thank you for your patience and cooperation in advance.
Public
Public
6 months ago
Dear Matej,
We would like to confirm that we have provided you with all available evidence regarding this case via private communication.
Should you require any further clarification or additional information, feel free to reach out to us.
Kind regards,
BillyBets Casino Support Team
Public
Public
6 months ago
Thank you for the messages from both of you. :)
I have replied to the casino, attaching the self-exclusion request sent by the player to the casino on 15th June, with my colleague Veronika copied into it. As my colleague has received the message, my guess is system issue on the casino side. We'll wait for BillyBets Casino to investigate and let us know of their findings.
Public
Public
6 months ago
Dear All,
Thank you for your message.
We are currently reviewing this case and will get back to you as soon as possible with an update.
Kind regards,
BillyBets
Public
Public
6 months ago
Translation
I absolutely do not understand why the casino provider is dragging out this review even though the evidence is more than clear, precise and verifiable.
To date I have not received any feedback or answer from Billybets!
I will definitely request the deposits from June 15th back from Billybets!
This sum amounts to 160€, which can be proven by bank statements and is also only a crumb of my total deposits.
Automatic translation:
Public
Public
6 months ago
Dear Matej,
Hope you are doing well.
We are currently waiting for your response to the email in which we provided our evidence regarding the player’s case. Once we receive your reply, we’ll be able to proceed accordingly.
Best regards,
BillyBets Support Team
Public
Public
6 months ago
Dear BillyBets Support Team, I have replied to your message with relevant attachment. :)
Public
Public
6 months ago
Dear Matej,
Thank you for providing the evidence.
Due to a system glitch, we were previously unable to locate this information. We sincerely apologise for the inconvenience caused.
Upon reviewing the case, we can confirm that the player requested account closure due to gambling addiction on the 15th of June. However, no deposits were made after this date.
Please note that, in accordance with our Terms and Conditions, we have up to 24 hours to process such closure requests. Therefore, no refund is applicable in this case.
Kind regards,
BillyBets.com
Public
Public
6 months ago
Translation
I already submitted my request for immediate closure of my player account on May 30th, which is also evident from my email here.
This email was again ignored by you!
Only after I lost money again on 15.06 (amount of 160 euros) and again
I've requested closure, and to date, I've received no response from you! Only after I opened the case here!
I will definitely demand a refund of €160 from you on June 15th!
Edited
Automatic translation:
Public
Public
6 months ago
I woudl like to thank BillyBets Support Team for quick reply.
Dear MPMP93, after reviewing the evidence provided by yourself, and the casino's statement, I am afraid this complaint will have to be rejected. I will now explain the reasoning:
While your first e-mail sent on 30th May does ask for an account closure, as a reason for closure you put your personal belief the slots in the casino are scam, and do not wish to play there anymore. In no way you have indicated any kind of distress, or mentioned issues with gambling addiction. In such cases it is assumed you have no problems and can simply stop playing at the casino and abandon the account altogether. Therefore this e-mail can't be taken as a self-exclusion request.
Your second e-mail, clearly mentioning gambling addiction, has been sent and received by the casino on the 15th June. As per their responsible gambling policy, the casino had 24 hours to close the account, during which you were fully responsible for any further deposits and plays. This means anything deposited until 16th June is non-refundable.
And since the casino confirmed no further deposits have been made after 15th June - unless they voided your balance upon account closure - there is nothing more to be done and I will have to reject this complaint.
If you have any further evidence supporting your case or questions, feel free to post them in here. Otherwise, I will close this thread. Thank you for your understanding.
Public
Public
6 months ago
Translation
I will now take legal action against BillyBets and all of its LTD (subsidiary) companies.
The losses I have had to bear over the last few months amount to several thousand euros, which I will now sue for by any means necessary!
For me, this case is and remains unresolved.
The casino definitely does not have a high security index!
I also think it's a disgrace that you have to argue about gambling addiction before your account is closed!
I hope this post is a warning to all who want to try their luck there!
Edited
Automatic translation:
Public
Public
6 months ago
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so please give it a try and see how effective it is for yourself.
