Hello dear Casino Guro Team,

And once again I have a problem.

I have been requesting BillyBets to permanently delete and close my account and data for 12 days.

I have already requested this via email, and BillyBets has ignored it...

Since I have already lost several hundred euros there, my experience is limited and not positive.

I hope for a quick solution.

Hallo Liebes Casino Guro Team,

Und schon wieder habe ich ein Problem.

Ich fordere seid 12 Tagen BillyBets auf mein Konto und meine Daten dauerhaft zu l?schen und zu schlie?en.

Ich habe dies bereits per Mail beantragt und dies wird von seitens BillyBets ignoriert...

Da ich mehrere hundert euro dort schon verloren habe h?lt sich auch meine Erfahrung in Grenzen und nicht im positiven.

Ich hoffe auf schnelle L?sung.

Dear MPMP93,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

I have sent you an email

Ich habe Ihnen eine Email geschrieben

Thank you for your email.

Please note that we are able to assist with account closure requests only in cases where players explicitly state that they are experiencing gambling addiction and request their account to be closed for that reason. In your message, there was no mention of gambling addiction.

When applying for self-exclusion, please ensure to clearly state the reason for the account closure and specify the time period for the exclusion. Also, to help the casino support team process your request promptly, the email subject should be clearly marked and easily recognizable, as many requests are received daily. Saving a copy of your self-exclusion request is also strongly recommended for your records.

Here is an example of how to format your self-exclusion email:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Dear [Casino Support Team],

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years (lifetime)].

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period.

If you'd like our assistance with submitting a proper self-exclusion request, please fill out this template, send it to the casino at [email protected], and add my email address [email protected] as a CC.

I've added you to the CC.

Ich habe Sie mit ins CC gesetzt.

Have you received any response from the casino regarding your self-exclusion request? Please keep me updated.

No, I still haven't.

I also request a refund of my last deposits from this casino operator!

This is an absolute cheek on the part of the casino operator!

The safety score should be reconsidered!

Nein habe ich immer noch nicht.

Ich fordere auch meine letzten Einzahlungen von diesem Casino betreiber zurück!

Das ist eine absolute Frechheit seitens des casino Betreiber !

Der sicherheitsscore sollte nochmal überdacht werden!

Dear MPMP93,

Thank you for your message.

We are sorry to hear about your concerns.

To assist you further, could you please confirm from which email address you contacted our support team? This will help us to identify your case and provide a proper response.

We look forward to your reply.

Kind regards,

BillyBets Support Team

Dear BillyBets Casino representative,

Thank you very much for reaching out to us and assisting the player.

Dear MPMP93,

Have you been contacted by the casino in the meantime?

Also, can you please specify how much money you deposited into the casino since 15 June? Kindly specify the amounts and dates. Thank you for your patience and cooperation.

Dear MPMP93,

Thank you for confirming your email address.

We would like to inform you that we have not received any previous inquiries from [email address hidden by Casino Guru] to our support email. Therefore, we kindly ask you to contact us directly at [email protected], and we will prioritize your request regarding account closure.

Thank you for your cooperation.

Kind regards,

BillyBets Support Team

@Veronika No, absolutely nothing by email! I've lost €280 in this casino since my first attempt to close, from May 30th to June 15th.

@Veronika Nein per mail absolut nichts! Verloren habe Ich seid meinem ersten Schlie?ungsversuch vom 30.05 bis zum 15 Juni 280 euro in diesem casino.

@ BillyBets Casino

I ALREADY HAVE!!!!

Here is the proof!

@BillyBets Casino

HABE ICH BEREITS!!!!

Hier der Beweis!

I want my 280 Euro deposit refunded!

Ich will meine 280 Euro Einzahlung zurück erstattet haben!

Thank you very much, MPMP93, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello MPMP93, 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.

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 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 [email protected].

Thank you for your patience and cooperation in advance.

I will send you all the screenshots.

Ich werde Ihnen alle Screenshots zu kommen lassen.

@ Matej I wrote you an email

@Matej Ich habe Ihnen eine Email geschrieben

Dear Matej,

We would like to confirm that we have provided you with all available evidence regarding this case via private communication.

Should you require any further clarification or additional information, feel free to reach out to us.

Kind regards,

BillyBets Casino Support Team

Thank you for the messages from both of you. :)

I have replied to the casino, attaching the self-exclusion request sent by the player to the casino on 15th June, with my colleague Veronika copied into it. As my colleague has received the message, my guess is system issue on the casino side. We'll wait for BillyBets Casino to investigate and let us know of their findings.

Dear All,

Thank you for your message.

We are currently reviewing this case and will get back to you as soon as possible with an update.

Kind regards,

BillyBets