BillyBets Casino - El jugador solicita el cierre de su cuenta por autoexclusión.

Ladies and Gentlemen

I have already contacted the casino several times to request self-exclusion!

The casino has not been closed to this day!

Please forward my request to the casino!

Best regards

Sehr geehrte Damen und Herren,

habe den Casino schon mehrmals angeschrieben, dass ich, dass Selbstausschluß beantrage!

Bis heute wurde das Casino nicht geschlossen!

Bitte übermitteln Sie dem Casino mein Anliegen!

Mit freundlichen Grüßen

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BillyBets Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please explain what the disputed amount of 2000€ represents in your situation?
• When was the last time the casino allowed you to deposit?
• When was the last time you received any reply from the casino, via email or live chat?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at cs@billybets.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BillyBets Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Plakat,

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.

Ladies and Gentlemen

I can still log into the casino and receive spam ads with bonuses to play with every day!

I've already sent several emails!

Screenshot attached.

Best regards

Sehr geehrte Damen und Herren,

kann mich noch immer im Casino einloggen und bekomme jeden Tag Spam Werbung mit Boni zum spielen!

Habe schon bereits mehrfach E-Mails geschrieben!

Screenshot im Anhang.

Mit freundlichen Grüßen

Dear Plakat,

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, Michal (michal.v@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,

Tomas

Hello Plakat,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BillyBets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Plakat,

thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your account has already been permanently closed.

In order to further investigate your claim we would kindly like to ask you to provide us with the screenshot of your first closure request via email.

Thank you for your understanding.

Kind regards,

Billybets Casino Team

Hello, thank you! The Billybets Casino has been closed! Unfortunately, I'm now receiving spam emails from Slotexo2 Casino again! The casino is open again for me! I had it blocked, and it was blocked, but now it's open again. Please have it blocked again. Thank you.

Hallo, danke! Das billybets Casino wurde geschlossen! leider bekomme ich jetzt wieder vom slotexo2 Casino Spam Mail! Das Casino ist wieder für mich geöffnet! Habe es sperren lassen, wurde auch gesperrt, aber jetzt ist es wieder offen. Bitte wieder sperren lassen. Danke

Dear Plakat,

Thank you for your reply.

Your account on billybets has been permanently closed upon your request.

In case you own other accounts in other casinos we would recommend contacting the relevant support team.

Thank you for your understanding.

Kind regards,

Billybets Casino Team

Dear Plakat,

If you feel that this complaint has been resolved, I would be happy to adjust the disputed amount to zero and proceed with closing the complaint. However, if you wish to pursue a refund (as you've suggested by mentioning the amount of €2000 when lodging this complaint), I kindly ask you to follow the casino's instructions. Please either provide the necessary information via email or share it within this thread.

Let us know how you would like to proceed.

Please note that emails from other casinos cannot be addressed here, as this complaint pertains specifically to your issue with BilyBets.

Thank you for your understanding.

Dear Plakat,

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,
Michal
Casino.Guru