BillyBets Casino - Player's account closure request has been denied.

I can't close the account, I'm addicted to gambling. I have 30k money in my account, they said I'll lose all the money. They won't help me at all. I have a 3 month old child, if I lose my money, I don't know what to do. Please contact the casino asap. Please help me what can I do? Can you contact the casino ASAP, I need help, I don't know what to do. I asked them to limit the account so that placing bets/playing would be prohibited but withdrawals would be allowed within the withdrawal limits. Etc.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with BillyBets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm the exact date when you first requested a self-exclusion from BillyBets Casino?
• Could you please advise when was the last time you made a deposit in this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

06.07.2026 I tried to close it more than 10 times and they always said no or I will lose my balance which was 30k at that time. I have already lost it but there is still money in my account and I can't get it out, they also don't want to help me and limit my account so that only the withdrawal feature is active.

I tried so hard to get help. If they had helped I wouldn't have lost 30k

I made my last deposit on 01.07.2026 and won 30k.

No need to sign up, I've withdrawn money from the casino before.

The casino needs to return my lost 30k and pay me the rest of the money quickly. Help me Anttila

Hello Lucasss12,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Matej (matej.l@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,

Attila

Hello,

Why wasn't the complaint transferred to Matej?

Hello Lucasss12, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 balance withdrawal, 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Lucasss12,

Thank you for reaching out to us.

We are sorry to hear about your situation.

Please be informed that your account has been closed on the 10.07.2026 upon your request.

Before closing your account all 3 pending withdrawal requests have been successfully completed.

Furthermore, please note that the remaining balance of your account has been successfully transferred to you on the 22.07.2026.

We hope this helps to clarify the case.

Kind regards,

Billybets Team

Thank you for the quick response, dear BillyBets Casino, much appreciated.

Dear Lucasss12, can you confirm the above, please? Did your acocunt get closed on 10th and have you by now received all the disputed amount?

Yes, the account was closed on 10.07.2026 only after I had prayed for the account to be closed all week. On 6.07.2026, I started praying for my account to be closed because I am addicted to gambling. When my balance was 30k, I lost my balance and only got 9k out. They finally agreed to close my account on 10.07.2026. All communication is on file.

This entire chat conversation has been

6.07.2026 when I had 30k in my account

The email was sent on 06.07.2026 when my account had 30k.

I tried to get help all week, finally only on 10.07.2026 they agreed to limit my account, why only when on 06.07.2026 they said it was not possible but suddenly on 10.07.2026 it is possible?

I received an email from them on 20.07.2026 with the subject line "refund? Acc closed" I click the link and it takes me to the boomerang partners company threads. This means they are discussing a 30k refund

Billybets casino could you answer this? And how are you going to make up for the mistake you made?

Thank you for the details and the confirmation, dear Lucasss12. Much appreciated.

Dear BillyBets Casino, could you please investigate and let us know why the support agent was threatening the player with balance void out, after the gambling addiction has been stated? In line with our Fair Gambling Codex, Casino Guru believes such players needs protection and help. Putting such player before an impossible choice - either lose all the balance or leave the account open and continue fuelling the addiction - is unethical.

From the conversation screenshots supplied by the player, the support agent never acknowledged player's addiction, did not offer suspending the account from gameplay and deposits (with only the withdrawal option being left open) and never offered any responsible gambling tools. Not even self-exclusion option has been discussed.

If the above mentioned topics were discussed, feel free to e-mail me (matej.l@casino.guru) the whole conversation between the player and the live chat agent. Also, if you could e-mail me player's cashier history showing the balance, deposits and withdrawals between 06/07 - 22/07 that would be helpful as well. I will be able to establish the proper timelilne and offer next steps towards fair resolution of this issue.

Dear Matej,

Thank you for your reply.

We would kindly ask you to check your emails where we provided additional material regarding this case.

Thank you for your understanding.

Kind regards,

Billybets Casino Team

Hey Matej, what did they send? I have screenshots of every chat session, I'm ready to provide everything. They act in a rude manner and don't want to help/protect problem players at all. Matej tell me what they sent

Dear BillyBets Casino, I have responbded with further questions. Thank you.

Dear Lucasss12, the casino has confirmed your account being closed, with no option for reopening. Next, I have requested your cashier history and account balance statement for the time between you informing the support agent about the addiction, and the actual account closure.

Dear Matej,

Thank you for your reply.

Please note that we have replied to your email with the requested information.

We thank you for your understanding.

Kind regards,

BillyBets Team

Dear BillyBets Casino, thank you for the message. I have requested last piece of information that I need to be able to move the complaint forward.

Dear Lucasss12, once I get all the information I need, I will reply in this thread with the assessment of the situaiton and recommend next steps.

Thanks Matej, I also consider the fact that I asked for help on 06.07.2026 when my account had 30k in the chat to be a very decisive factor, I was told I would lose my winnings, I also sent an email and was also told it would not work and I would lose my winnings.

On 10.07.2026 I went to chat again when I had 10k left in my account and I prayed again for help to protect at least 10k suddenly the account was closed within minutes in the presence of a chat customer service representative and while the account was being closed. And I didn't lose this 10k but it was paid to me even though the account was closed.

06.07.2026 I had 30k I lost it, in addition to this I also had open betting bets that were supposed to be settled 07.07.2026, 08.07.2026, 09.07.2026 the bets went right and from them I won just this 10k which I got out because they finally agreed to close my account 10.07.2026

Billybets owes me 30k for the failed lock and the damage I caused, they can discuss this with me.

Billybets, I sent you an email, I hope you will respond to it during the day.

I have a lot more discussion history. Matej what do you think? I need the case to be known asap because I want to consult and proceed with a lawyer if billybets is not willing to resolve the case.

This case has gone on for too long. I appreciate it.

Dear Matej,

Thank you for your reply.

Please be informed that we provided you the additional information via email.

Thank you for your understanding.

Kind regards,

BillyBets Team

Thank you very much dear BillyBets Casino, I have responded to your message.

Dear Lucasss12, the casino has confirmed that no balance has been voided upon account closure and the remaining sum has been transferred to your bank account couple of days after the account closure. There were no additional deposits made since your self-exclusion request, and in addition to your withdrawals of 4,000 EUR (3,000 + 1,000) this makes up something over 10,000 EUR you have managed to withdraw altogether. To ensure we are on the same level, I would like to state that I will not be able to request refund of 30,000 EUR.

Even according to our Fair Gambling Codex, the casino has certain amount of time to process the self-exclusion request, depending on their license and platform. Any deposits and losses incurred during this time are non-refundable (and any winnings should still be credited).

Because the casino closed your account later than reasonable time period, I am now trying to find out what kind of losses were incurred during this time. Once i have this information, I can assess the whole situation and recommend next steps. Thank yo ufor your understanding.

Dear Matej,

Thank you for your reply.

Please note that we answered your email.

Thank you for your cooperation.

Kind regards,

Billybets Team

Dear Lucasss12, the casino claims you have not play any games on the 10th July. Can you pelase confirm this? Thank you.

I don't even remember if I played then, it's been so long. What's the next step Matej?

Dear Matej,

Thank you for your patience.

We kindly ask you to check your emails where we provided you the additional information.

Thank you for your cooperation.

Kind regards,

BillyBets Team

Thank you for the message and the evidence, dear BillyBets Casino, I have reviewed it now and can move forward with the complaint.

Dear Lucasss12,

I have completed our review of the information provided by both parties. I agree that the casino’s initial response to your disclosure of gambling addiction was inappropriate. In particular, threatening to void your balance instead of offering responsible-gambling protection was not an acceptable way to handle your request.

However, under our complaint-handling framework, each casino has different ways to proceed with self-exclusion - having several manual checks to make in line with applicable law and license. Therefore we allow a reasonable time to handle a self-exclusion request. Your account was closed on 10 July 2026, which is beyond our timeframe.

The casino’s account record for 10 July shows no bets, wins, deposits, or gambling losses. Instead, it records three withdrawals totalling €3,000. The casino also confirmed that no balance was voided upon closure and that the remaining €6,265 was subsequently transferred to your bank account.

Therefore, the available evidence does not show any gambling losses after the permitted processing period. The remaining €20,000 claimed was lost before that period expired and is consequently not eligible for reimbursement under our framework.

For these reasons, I cannot request a refund from the casino, and the complaint will be rejected.

Given what you have shared about your gambling difficulties and emotional distress, I strongly encourage you to use gambling-blocking software such as BetBlocker (www.betblocker.org) and to seek immediate professional or emergency support if you feel at risk of harming yourself.

I will leave this complaint open for a bit longer in case you have additional questions, or would like to discuss the matter further. Thank yo ufor your understanding.

Matej, I just remembered one important thing. Does it affect the situation that I requested to close my account already on July 3rd and again on July 6th? After that, I requested to close it several more times, when I had about €30,000 in profit. However, they refused to close my account every time. Only after I had lost the money, the account was suddenly closed. I think this is really outrageous.

So based on this information, they had three days to close my account. I first requested closure on July 3rd, and I requested it again on July 6th. At that time, I had about 30,000 euros in my account, so the account should have already been closed by then and the funds still on deposit.

As soon as I won, I contacted customer service and asked them to close my account again, but they just told me that it wouldn't work. They also threatened me. I don't understand how in this situation I wouldn't be entitled to get my 30,000 euros back, when the account should have been closed in accordance with their own obligations.

sorry for the previous days, things are getting a bit confusing here, 2.7 was the first request, If I have requested to close my gaming account already on 2.7., but it was not implemented, and I still had about 30,000 euros in my gaming account on 6.7., shouldn't I be entitled to this amount as well? I only lost the money in question on 6.7.

In addition, I won a total of about 10,000 euros from 8th to 9th July, which was also paid to me. Based on the previous calculation, you looked at the period from 6th to 9th July and calculated and said there were no losses on 10th July.

Applying the same principle, the losses should be calculated from 5.7.–10.7., because I requested closure already on 2.7 and it happened on 10.7. The loss of 30,000 euros only occurred on 6.7. Therefore, I consider myself entitled to this amount of 30,000 euros as well, because the loss only occurred after their time had elapsed, billybets could you post the live chat from 2.7-6.7 I sent you an email BillyBets Casino

Hello,

Could you please reply to my email billybets casino It has now been four days since I sent my message and I have not received a response.

I would like to get this resolved as quickly as possible, so I would like you to provide me with the live chat conversations I have previously requested.

Matej , I would also like to hear your views on this situation. Do you think this new information changes the situation or assessment of the matter in any way?

I hope you can handle the matter as soon as possible and respond to me as quickly as possible.

Dear Lucasss12, in the provided evidence you have contacted the support team via live chat and requested freezing your account. Agent confirmed that is not an option provided by the casino and recommended you to send the e-mail asking for self-exclusion, once you mentioned gambling addiction. After checking the site's Responsible Gambling page, the only way to self-exclude officially at BillyBets is via e-mail.

If you have sent the casino an e-mail requesting self-exclusion due to gambling addiction on 2nd July, please send it to me directly (matej.l@casino.guru) as attachment, for internal review.

I asked them to block it on 2.7 via live chat and they told me then that it wouldn't work and there was no mention of email?

! And I asked for help via email with

Dear Lucasss12, since you have not provided any additional evidence, I have re-reviewed the one I have available, and it aligns with the evidence provided by the casino earlier on. Once you have self-excluded yourself via offical e-mail, the account has been closed within reasonable time and during that you have managed to withdraw 10, 000 EUR out of the disputed 30,000 EUR balance. The rest has been lost via gameplay, which I am not able to request to be refunded to you.

Due to the aforementioned reasons, I 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.

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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.