BillyBets Casino - Player's account remains active despite closure request.

Ich habe bei billy bets vor ca. eine Woche viele Mails geschickt und gebeten mein konto zu schließen wegen spielsucht. Hab es eindeutig beschrieben aber leider ist das Konto immer noch aktiv. Hab auch nie eine Antwort erhalten obwohl ich mehrfach geschrieben habe. Konnte in der Zeit sogar mehr als 400 Euro einzahlen!!!!

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Dear Ramona1987,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Ramona1987,

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.

Hallo Veronika,

ich hab ihnen die Mails bereits weitergeleitet. Haben sie die nicht erhalten

Thank you for your emails. Have you received any responses from the casino customer support to your emails in the meantime?

Have you tried reaching out to customer support via chat or some other communication channels after your emails went unanswered?

Dear Ramona1987,

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.

Ich verstehe nicht was ich antworten soll. Ich habe ihnen die Mails geschickt. Die haben nach 8-9 Tage mein Konto gesperrt

Hello Ramona1987,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ramona1987,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Hi Ramona1987,

Thank you very much for providing the emails and additional information.

Based on what you have shared, I have prepared the following timeline of events:

• 27.02.2026 (15:16) – You requested immediate account closure
• 27.02.2026 (16:11) – You clearly stated that you are suffering from gambling addiction
• 27.02.2026 (17:31) – You followed up again requesting closure
• 28.02.2026 (00:18) – Another request to block your account
• 28.02.2026 (10:31) – You again stated that you are addicted and asked for help
• 28.02.2026 (13:14) – You reported that you are not receiving any response
• 03.03.2026 – You escalated the situation to the regulator (MGA)

Additionally, I would like to acknowledge that your emails were sent to the correct support email address (cs@billybets.com), which is officially listed in the casino’s Terms & Conditions and responsible gaming section. This confirms that you followed the proper procedure when submitting your self-exclusion request.

From this timeline, it is clear that:

• you explicitly informed the casino about your gambling problem,
• you requested account closure multiple times, and
• you did not receive a response within a reasonable timeframe.

This is very important for assessing the casino’s responsibility.

To proceed further, I would kindly ask you to confirm the following:

• When exactly was your account finally closed?
• Did you make any deposits or incur losses after 27–28.02.2026? If yes, please specify the amounts and dates.

These details will help us determine whether there are grounds to request a refund for any losses incurred after your request.

Thank you in advance for your reply.

Am 7.3 wurde mein konto erst geschlossen. Ich habe da eine Mail erhalten.

Ich kann leider nicht sehen wie hoch der betrag war da ich nicht mehr auf der Seite zugreifen kann. Es müssten ca. 300-400 Euro sein.

Hi Ramona1987,

Thank you for your reply and for the additional information provided.

• Did you receive any acknowledgment or response from the casino prior to 07.03.2026 (before the account closure confirmation)? This could include any reply via email or live chat.
• Additionally, if possible, could you please provide any payment receipts or transaction records showing the dates and amounts of your deposits made after 27–28.02.2026? This will help us verify the losses incurred during that period.

These details are very important for us to properly evaluate the case and determine the next steps.

Thank you.

Dear Ramona1987,

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.

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,
Petronela
Casino.Guru