BillyBets Casino - Pelaajan tili on suljettu, mutta pääsy tilille on edelleen sallittu.

I would like to file a complaint regarding BillyBets.

My player account was closed by BillyBets on October 24, 2024, due to gambling addiction issues. I received confirmation of this from the VIP department.

Despite this clear ban, I was later able to continue playing on the platform and making deposits. In total, I deposited approximately €1,800 after the ban.

In my view, this constitutes a serious violation of player protection measures. Following a ban due to gambling addiction, further use of the account and the acceptance of deposits should not be possible.

I have already contacted the casino and requested a refund, but have not yet received a response.

I therefore request assistance in examining this case.

Best regards…

Ich möchte eine Beschwerde bezüglich BillyBets einreichen.

Mein Spielerkonto wurde am 24.10.2024 aufgrund von Spielsuchtproblemen durch BillyBets geschlossen. Eine entsprechende Bestätigung habe ich von der VIP-Abteilung erhalten.

Trotz dieser eindeutigen Sperre war es mir später möglich, weiterhin auf der Plattform zu spielen und Einzahlungen vorzunehmen. Insgesamt habe ich nach der Sperre noch etwa 1.800 € eingezahlt.

Aus meiner Sicht stellt dies einen erheblichen Verstoß gegen Maßnahmen zum Spielerschutz dar. Nach einer Sperre aufgrund von Spielsucht sollte eine weitere Nutzung des Kontos sowie die Annahme von Einzahlungen nicht möglich sein.

Ich habe das Casino bereits kontaktiert und eine Rückerstattung gefordert, jedoch bislang keine Rückmeldung erhalten.

Ich bitte daher um Unterstützung bei der Prüfung dieses Falls.

Mit freundlichen Grüßen…

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Dear Blackyblack,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for describing the situation. Based on what you’ve shared, the key point will be to determine whether the account closure for gambling addiction was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Could you please confirm the exact dates when you made the deposits after your account was closed on October 24, 2024?
• Were you able to log into the same account, or did you create a new account afterward?
• If you have any emails, chat transcripts, or account screenshots confirming the closure and the subsequent activity, please upload them here or forward them to petronela.k@casino.guru.

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela