BillyBets Casino - Player's account closure request is ignored.

Hello i asked support of billy bets to close my account they told me to send mail on their adresss and i sent mail ...i told them that im gamble addict and want to close my account and noone response me for 7 days and then i deposited 50€ and lost them i want from them to refund my money because they are scammers ....

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you previously communicated with the casino’s customer support via email?
• Have you tried reaching out to the casino regarding your self-exclusion request through other communication channels, such as live chat?
• Have you completed the full KYC verification at this casino?
• Have you sent multiple self-exclusion requests via email after your initial request went unanswered?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes i i comunicated with support before but they dont have history of chat so i cant make a screenshot of previous chats... i sent mail to them and after first mail i sent them one more mail...on site when i go on verification it text that i dont need verification ...they ignored my 2 mails

Thank you for your reply. Could you please forward the response you received from the casino on 22 April to veronika.f@casino.guru?

Additionally, please include all subsequent communication between you and the casino regarding this issue. Ideally, send the complete email threads with all details visible, rather than cropped screenshots. I appreciate your patience and cooperation.

Dear stankovicmarko9136

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, Kubo (jakub.m@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,

Veronika

Dear stankovicmarko9136,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BillyBets Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BillyBets Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

they haven't answered me since April 22nd, when they asked for my bank account information, because I asked them to refund the 50€ i spent a few days after i sent the mail to delete my account because I'm addicted to gambling.....

Dear stankovicmarko9136,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that we forwarded your claim for further investigation and will contact you as soon as possible with additional information.

We thank you for your understanding.

Kind regards,

Billybets Team

You see always the same answer...im waiting 20 days already...they are scamers

Dear BillyBets Casino,

Thank you for your prompt response. However, I would appreciate it if you could provide more specific information regarding the situation at hand. Could you please clarify the reasons for keeping the player's account active despite clear self-exclusion requests? What is the current status of the player's request? Additionally, could you shed some light on the ongoing investigation and the expected timeframe for addressing this issue?

From our perspective, it is imperative that the casino takes swift action to prevent any further gambling-related harm to the player, especially concerning the depositing of more funds or the use of available funds in the player's account. Given that the casino is aware of the player's gambling issues, it is crucial to take responsibility for their future actions at the casino. I would like to understand why this has not yet been addressed.

Thank you in advance for your thoughtful explanation.

After 20 days now they closed my account and again sent me same mail that they will sent my request for refund money to their financial department they are joking with me ...this is the worst online casino in the world

Dear stankovicmarko9136,

Thank you for your patience.

We would kindly ask you to check your emails where we offered you a refund for the delayed closure of your account.

Thank you for your understanding.

Kind regards,

Billybets Team

Dear stankovicmarko9136,

Could you kindly confirm whether you have had the opportunity to review the email from the casino?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear stankovicmarko9136,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo