The player from Austria filed a complaint regarding a serious breach of Responsible Gambling Guidelines, as he had requested a permanent self-exclusion due to gambling addiction. Despite receiving confirmation of account closure, he was able to register a new account and incurred significant losses. He demanded the return of all funds lost after the self-exclusion. The complaint was closed due to the player's lack of response to requests for additional information and documentation needed to proceed with the investigation. The player retained the option to reopen the complaint by resuming communication.
BillyBets Casino - Player’s account has been closed but allowed to reopen.
Closed
Our verdict
Player stopped responding
Amount: €10,000
BillyBets Casino
Safety Index:HighCase summary
Discussion
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4 weeks ago
Translation
I hereby file a complaint for a serious breach of Responsible Gambling Guidelines and a confirmed permanent self-exclusion.
In April 2025, I contacted support and disclosed my gambling addiction. I specifically requested a permanent self-exclusion. Prior to this, I had already lost tens of thousands of euros at the casino.
I subsequently received written confirmation from the VIP Department that my account had been permanently closed and that I would never be able to open another one. You will find this confirmation attached.
Despite this confirmation, I was later able to register another account with the same email address and play on the platform again. The company even contacted me via email with advertising and encouraged me to play.
As a result, I lost several tens of thousands of euros again.
This constitutes a clear breach of responsible gambling obligations and of the self-imposed commitment to a permanent self-exclusion.
I can provide the following evidence:
Email confirming permanent account closure
Proof that I was subsequently able to register again with the same email address.
I demand the immediate return of all amounts I lost after my suspension.
I'm prepared to spend a considerable amount of money to hire the best lawyers. These fraudsters need to be stopped!
I can provide much more evidence.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear player, 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 whether you currently still have access to your account?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share your original self-exclusion request? 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
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3 weeks ago
TranslationHello, I can no longer access it, and yes, I have verified my account at the casino.
Do you see the screenshots I sent last time? I included everything there; I'm happy to share it again.
Can you tell me if it's even worth taking action against this? I mean, there must be some rule these companies have to follow, right?
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3 weeks ago
Dear Player,
Thank you for your response. I kindly ask if you could forward your original self-exclusion request, specifically the initial message in which you communicated your desire to self-exclude or mentioned any gambling-related concerns. Additionally, could you please provide a bank statement covering the relevant period? You can reach me at attila.g@casino.guru.
Furthermore, have you opened a new account at BillyBets Casino, or were you able to access your existing account?
Thank you for your patience and cooperation.
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2 weeks ago
Dear wieserjulian,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
