BillyBets Casino - La cuenta del jugador ha sido cerrada, pero el acceso seguía permitido.

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

Hello Petronela,

Thank you for your feedback.

I have just sent you a detailed reply by email and attached the requested evidence.

These include, in particular:

confirmation of account closure due to gambling addiction,

a screenshot of my request for a block,

as well as an overview of my deposits after the account closure.

Additionally, I explained that I could continue using the same account and that no new account had been created.

I hope this information will help to further clarify the case and thank you for your support.

Hallo Petronela,

Vielen Dank für Ihre Rückmeldung.

Ich habe Ihnen soeben eine ausführliche Antwort per E-Mail zugesendet und die angeforderten Nachweise beigefügt.

Dabei handelt es sich insbesondere um:

die Bestätigung der Kontoschließung aufgrund von Spielsucht,

einen Screenshot meiner Anfrage zur Sperrung,

sowie eine Übersicht meiner Einzahlungen nach der Kontoschließung.

Zusätzlich habe ich erläutert, dass ich das gleiche Konto weiterhin nutzen konnte und kein neues Konto erstellt wurde.

Ich hoffe, dass die Informationen zur weiteren Klärung des Falls beitragen und danke Ihnen für Ihre Unterstützung.

Heute bekam ich folgende Nachricht von Billybets

We have passed your request to the relevant department. We will inform you as soon as we have updates. 

Thank you for your patience, and please feel free to reach out if you have any further questions or concerns in the meantime.

Hi Blackyblack,

Please accept my apologies for the delayed reply, and thank you very much for all the information and evidence you have provided — it is very helpful.

I have reviewed the screenshots, including the confirmation of your account closure due to gambling addiction, your own request for self-exclusion, as well as the deposit history showing activity after that date. I understand why this situation is concerning.

Before we proceed further, I would like to kindly clarify a few additional points:

• Have there been any new developments since your last message or any further response from the casino?
• Could you please confirm whether your account is currently still accessible/active, or has it now been fully closed?
• Was your account fully verified back in 2024, at the time of the closure?
• Can you clarify how you found out that the account was still active? Were you able to log in again after the closure, or was the account never fully restricted in the first place?

Thank you in advance.

Hello Mrs. Petronela,

Thank you very much for your feedback and for further reviewing my case.

I will gladly answer your questions:

1. Update: Since my last message, I have received no substantive feedback from the casino. I only received confirmation that my request has been forwarded to the relevant department.
2. Account status: My account is currently inaccessible. When I try to log in, I get a message saying my account is being reviewed. This only started happening after the last message from Billybets.
3. Verification: I cannot say with absolute certainty whether my account was fully verified in 2024. However, I was able to make deposits, so at least some use without apparent restrictions was possible.
4. Usage after closure: After the confirmed account closure, I initially did not use the casino. However, I later received promotional emails from the casino and subsequently used their services again. At that time, I was able to log in and make deposits.

Only afterwards, during a GDPR inquiry and a review of my emails, did I notice that my account had already been closed on October 24, 2024, due to gambling addiction.

From my point of view, I should no longer have had access to the account from that point on, and no deposits should have been possible.

Thank you very much for your support in further investigating this matter.

Sincerely, Blackyblack

Hallo Frau Petronela,

vielen Dank für Ihre Rückmeldung und die weitere Prüfung meines Falls.

Gerne beantworte ich Ihre Fragen:

1. Entwicklung: Seit meiner letzten Nachricht gab es weiterhin keine inhaltliche Rückmeldung seitens des Casinos. Lediglich die Mitteilung, dass mein Anliegen an die zuständige Abteilung weitergeleitet wurde.
2. Kontostatus: Mein Konto ist aktuell nicht mehr zugänglich. Beim Anmeldeversuch erscheint die Meldung, dass mein Konto überprüft wird. Das aber auch erst, seit der letzten Mitteilung von Billybets.
3. Verifizierung: Ob mein Konto im Jahr 2024 vollständig verifiziert war, kann ich nicht mit absoluter Sicherheit sagen. Allerdings war es mir möglich, Einzahlungen vorzunehmen, sodass zumindest eine Nutzung ohne erkennbare Einschränkungen möglich war.
4. Nutzung nach der Schließung: Nach der bestätigten Kontoschließung habe ich das Casino zunächst nicht weiter genutzt. Zu einem späteren Zeitpunkt habe ich jedoch Werbe-E-Mails des Casinos erhalten und daraufhin das Angebot erneut genutzt. In diesem Zusammenhang war es mir möglich, mich wieder einzuloggen und Einzahlungen vorzunehmen.

Erst im Nachhinein, im Rahmen einer DSGVO-Anfrage und der Durchsicht meiner E-Mails, ist mir aufgefallen, dass mein Konto bereits am 24.10.2024 aufgrund von Spielsucht geschlossen worden war.

Aus meiner Sicht hätte ich bereits seit dem Zeitpunkt keinen Zugriff mehr auf das Konto haben dürfen und es hätten keine Einzahlungen möglich sein dürfen.

Vielen Dank für Ihre Unterstützung bei der weiteren Prüfung dieses Sachverhalts.

Mit freundlichen Grüßen, Blackyblack

Hello Petronela,

I would like to inform you about the current status.

Today at 3:21 PM I received a response from BillyBets.

In this letter, my refund request is rejected with reference to the general terms and conditions.

Specifically, the casino argues that the use of the offer is my own responsibility and that there is no entitlement to a refund after the deposits have been used.

However, the casino's response completely ignores the crucial point of my request, namely the confirmed account closure due to gambling addiction on October 24, 2024, and the fact that I was nevertheless able to access the account and make further deposits at a later date.

In my view, this essential aspect was completely ignored.

I have already replied to the casino again, requesting a concrete statement on this point and setting a deadline.

I will keep you updated on further developments.

Thank you for your support.

Sincerely, Blackyblack

Hallo Petronela,

ich möchte Sie über den aktuellen Stand informieren.

Am heutigen Tag habe ich um 15:21 Uhr eine Rückmeldung von BillyBets erhalten.

In dieser wird meine Rückforderung unter Verweis auf die Allgemeinen Geschäftsbedingungen abgelehnt.

Konkret beruft sich das Casino darauf, dass die Nutzung des Angebots in meiner eigenen Verantwortung liegt sowie darauf, dass nach Nutzung der Einzahlungen kein Anspruch auf Rückerstattung besteht.

Allerdings geht das Casino in seiner Antwort mit keinem Wort auf den entscheidenden Punkt meines Anliegens ein, nämlich die bestätigte Kontoschließung aufgrund von Spielsucht am 24.10.2024 und die Tatsache, dass mir dennoch zu einem späteren Zeitpunkt der Zugriff auf das Konto sowie weitere Einzahlungen möglich waren.

Aus meiner Sicht wurde dieser wesentliche Aspekt vollständig unbeachtet gelassen.

Ich habe dem Casino bereits erneut geantwortet und um eine konkrete Stellungnahme zu diesem Punkt gebeten sowie eine Frist gesetzt.

Ich werde Sie über weitere Entwicklungen auf dem Laufenden halten.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen, Blackyblack

Hi Blackyblack,

Thank you very much for the information and documents you have provided.

To ensure we fully understand your case and assess it correctly, I have summarized the timeline of events based on the evidence you shared. Could you please review and confirm if everything below is accurate:

📅 Timeline

• 24.10.2024 (20:39) - You contacted the casino requesting account closure due to gambling addiction.
• 24.10.2024 (20:43) - The casino confirmed that your account was closed due to gambling addiction.
• After 24.10.2024 - Despite this confirmed closure, your account appears to have remained accessible.
• 17.02.2026 - Multiple deposits were successfully made to the same account (e.g. €400, €500, €400, etc.), indicating that the account was active and accepting payments.
• 22.02.2026 - Additional deposit (€100 via bank transfer) was successfully processed.

Based on this timeline, it appears that your account was closed due to gambling addiction, but later allowed to be used again, including accepting deposits.

Could you please confirm:

• That you did not request the account to be reopened at any point

Thank you in advance.

Hello Petronela,

Thank you very much for the summary of the timeline.

I can essentially confirm the described process, but would like to clarify a few points:

• After the confirmed account closure on October 24, 2024, I never requested a reopening of my account.
• Later, I received promotional emails from the casino and subsequently took advantage of their offer. This allowed me to log in with the same account and make deposits. These emails were received sometime in 2025. I deleted most of them, but I still have some of these promotional emails in my email history.
• At that time, I was unaware that my account had already been closed due to gambling addiction. It was only during my GDPR inquiry and while reviewing my emails that I discovered the suspension had been issued on October 24, 2024.
• I cannot say whether the account was reactivated or whether it was never technically completely blocked. However, it is certain that using the account and making deposits was possible after the confirmed block.
• The listed payments in February 2026 correspond to my records and are correct.

• I also expressly confirm that I have never requested the reopening of my account.

Thank you.

Best regards

Blackyblack

Hallo Petronela,

vielen Dank für die Zusammenfassung des zeitlichen Ablaufs.

Ich kann den dargestellten Ablauf im Wesentlichen bestätigen, möchte jedoch einige Punkte klarstellen:

• Nach der bestätigten Kontoschließung am 24.10.2024 habe ich zu keinem Zeitpunkt eine Wiedereröffnung meines Kontos beantragt.
• Zu einem späteren Zeitpunkt habe ich Werbe-E-Mails des Casinos erhalten und daraufhin das Angebot genutzt. In diesem Zusammenhang war es mir möglich, mich mit demselben Konto einzuloggen und Einzahlungen vorzunehmen. Das war irgendwann 2025 mit den E-Mails. Hatte die meisten gelöscht, jedoch habe ich noch solche Werbe-E-Mails im Verlauf.
• Zu diesem Zeitpunkt war mir nicht bewusst, dass mein Konto bereits aufgrund von Spielsucht geschlossen worden war. Erst im Rahmen meiner DSGVO-Anfrage und der Durchsicht meiner E-Mails habe ich festgestellt, dass die Sperre bereits am 24.10.2024 ausgesprochen wurde.
• Ob das Konto wieder freigegeben wurde oder ob es technisch nie vollständig gesperrt war, kann ich nicht beurteilen. Fest steht jedoch, dass die Nutzung des Kontos sowie Einzahlungen nach der bestätigten Sperre möglich waren.
• Die aufgeführten Einzahlungen im Februar 2026 entsprechen meinen Unterlagen und sind korrekt.

• Ich bestätige zudem ausdrücklich, dass ich zu keinem Zeitpunkt eine Wiedereröffnung meines Kontos beantragt habe.

Vielen Dank.

Mit freundlichen Grüßen

Blackyblack

Dear Petronela, dear Blackyblack,

Thank you for the detailed information.

We have reviewed the case and would like to confirm that an internal investigation has already been initiated to clarify why access to the account was possible and why deposits were accepted after the previous closure.

The case is currently being checked by the relevant team. As soon as we receive their findings, we will provide a further update with more details.

Thank you for your patience.

Kind regards,

BillyBets Casino Team

Dear BillyBets Casino Team,

Thank you very much for your response and for initiating an internal investigation into this matter.

We appreciate your cooperation and willingness to further review the circumstances surrounding the account access and deposits after the previous gambling-related closure.

• Could you please kindly keep us informed once the investigation has been completed and let us know about the outcome and findings?

Thank you in advance.

Dear Petronela, dear Blackyblack,

Thank you for your patience.

Following our internal investigation, we can confirm that the player’s account had indeed been closed in the past. However, due to a technical issue on the platform, which occurred significantly later, the account became accessible again. We would like to emphasize that this was not the result of any manual action or intentional reopening by the casino, but rather an unintended system-related occurrence.

Following a thorough internal review, we can confirm that the player’s account had indeed been previously closed. However, due to a technical/platform-related issue, the account was later reactivated, which allowed access and subsequent deposits.

We fully understand the concerns raised in this case and acknowledge the seriousness of the situation. At the same time, after careful consideration and review by the relevant department, the request for a refund of deposits in the amount of €1,800 has been declined. According to our Terms and Conditions, all transactions and gameplay activity performed by the player are considered valid, and lost deposits are generally non-refundable once they have been used for gameplay

Please note that this decision is final.

Thank you for your understanding.

Kind regards,

BillyBets Casino Team

Hello Petronela, hello Billybets Casino team,

Thank you very much for your statement.

I acknowledge that BillyBets has confirmed that my account was accessible again due to a technical error, despite having previously been banned due to gambling addiction.

In my view, this clearly confirms that the subsequent use of the account and the deposits should not have been possible.

Against this background, it seems incomprehensible to me that the refund is still refused with reference to the terms and conditions, even though a system error on the part of the casino has been admitted.

In particular, from my point of view, this results in unjust enrichment, since deposits were accepted even though there was an effective ban due to gambling addiction and the account should not have been technically usable.

Furthermore, I would like to point out that BillyBets currently has a high security rating with you. Given the facts confirmed here, particularly with regard to player protection, I question whether this rating can still be maintained without reservation.

I therefore request further assistance in assessing this matter.

Of particular interest is how to proceed against this.

Best regards

Blackyblack

Hallo Petronela, hallo Billybets Casino-Team,

vielen Dank für die Stellungnahme.

Ich nehme zur Kenntnis, dass BillyBets bestätigt hat, dass mein Konto aufgrund eines technischen Fehlers wieder zugänglich war, obwohl zuvor eine Sperre aufgrund von Spielsucht ausgesprochen wurde.

Aus meiner Sicht bestätigt dies eindeutig, dass die anschließende Nutzung des Kontos sowie die Einzahlungen nicht hätten möglich sein dürfen.

Vor diesem Hintergrund erscheint es für mich nicht nachvollziehbar, dass die Rückerstattung dennoch unter Verweis auf die Allgemeinen Geschäftsbedingungen abgelehnt wird, obwohl gleichzeitig ein systembedingter Fehler seitens des Casinos eingeräumt wurde.

Insbesondere ergibt sich aus meiner Sicht eine ungerechtfertigte Bereicherung, da Einzahlungen angenommen wurden, obwohl eine wirksame Sperre aufgrund von Spielsucht bestand und das Konto technisch nicht hätte nutzbar sein dürfen.

Darüber hinaus möchte ich anmerken, dass BillyBets bei Ihnen aktuell mit einem hohen Sicherheitsindex bewertet ist. Vor dem Hintergrund des hier bestätigten Sachverhalts, insbesondere im Hinblick auf den Spielerschutz, stellt sich für mich die Frage, ob diese Bewertung weiterhin uneingeschränkt aufrechterhalten werden kann.

Ich bitte daher um weitere Unterstützung bei der Bewertung dieses Sachverhalts.

Vor allem ist es von großem Interesse, wie man weiter dagegen vorgehen kann.

Mit freundlichen Grüßen

Blackyblack

Dear BillyBets Casino Team,

I must admit I am struggling to understand your final position in this case.

You have now explicitly confirmed that:

• the player’s account had previously been closed due to gambling addiction,
• the player never requested reopening,
• the account became accessible again due to a technical/platform error on your side,
• and deposits were subsequently accepted despite the responsible gambling closure.

Under these circumstances, I find it difficult to understand how the casino can simultaneously acknowledge a failed gambling-related closure caused by its own technical issue, yet still refuse any refund entirely by relying solely on general Terms and Conditions regarding gameplay validity.

Responsible gambling restrictions exist precisely to prevent vulnerable players from regaining access to gambling services. If a self-excluded/gambling-blocked account became operational again due to an internal system failure, this raises a very serious player protection concern.

Could you therefore please clarify more specifically:

• why the casino believes the Terms and Conditions should override the previously confirmed gambling-related closure,
• and why the casino considers it acceptable to retain deposits accepted on an account that should not have been accessible in the first place?

I would appreciate a more detailed explanation of the casino’s reasoning here.

Dear Casino Guru,

We are currently looking into this matter and will get back to you shortly.

Kind Regards,

BillyBets Team

Dear BillyBets Casino Team,

Thank you for the update.

We would highly appreciate if you could come back to us with your position and clarification as soon as possible, as this matter concerns responsible gambling measures and player protection, which we consider very important.

Thank you very much in advance for your cooperation.

Dear Blackyblack and BillyBets Casino,

I would like to inform you that I will be leaving Casino.Guru at the end of this month. Because of this, this complaint, including related email communication, will be transferred to my colleague Kubo (jakub.m@casino.guru) from our Complaint Resolution Center.

Please rest assured that you are in very capable hands, and Kubo will continue assisting you with the same care and professionalism.

Thank you very much for your understanding and cooperation.