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No need to sign up, I've withdrawn money from the casino before.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

Matej you can see I sent this complaint to you on 06.07.2026 I already provided a lot of screenshots to support my claims and discussions. Billybets was not interested.

10.07.2026 when I had already lost 30k and my account had 9k I still went to the chat again and the account closure was successful in 5 minutes, and I got my money out even though they said 30.07.2026 if I close the account I will lose 30k why 10.07.2026 the account closure was successful without me losing 9k? I was close to killing myself, I still don't sleep at night because of this. And I will take the case forward, I have already consulted a good lawyer if billybet does not refund the money that belongs to me and because of them I lost it.

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.