BillyBets Casino - Player’s account closure request is delayed.

Hello, on December 17th I requested the closure of my account via email and live chat due to my gambling addiction.

This request has not been fulfilled even after repeated letters to this day, and I have continued to incur losses of approximately 400 euros since December 17th.

I want the account closed and for me to receive a refund for the losses incurred since requesting the closure.

Regards

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BillyBets 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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters, etc.)

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at cs@billybets.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 BillyBets 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I forwarded the emails to them. The account was closed eight days later, on December 25th. The last deposit was made on December 24th. Therefore, I would like a refund for the deposits made between December 17th and 25th, as the casino only acted after seven requests.

Hello Kavalor,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply and the information provided.

If you believe the casino should protect you from further gambling, we recommendthat you disclose to the casino your gambling issues when requesting

If you ask the casino for account closure without giving a reason, the casino is not obligated to protect you from our point of view.

After reviewing the communication you shared with me via email, we unfortunately can't conclude that the casino ought to protect you from further gambling, and we won't be able to pursue a refund on your behalf.

Since you confirmed your account was already closed, there is little we can accomplish.

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 problems with any online 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.