BillyBets Casino - La solicitud de cierre de la cuenta del jugador se ha retrasado.

Yesterday, I asked in live chat to close my account due to gambling addiction!!

I was asked to send an email to the relevant department. During the live chat, I insisted that the account be immediately restricted and deleted. According to the live chat, this is not possible. I then asked the relevant department (I received an email from the live chat) to close and delete the account immediately due to gambling addiction.

I received a response within a few minutes, expressing their regret and explaining the reasons!!

So I wrote to them again and explained that I'm a gambling addict!?!

And since then, no response. Things used to be very quick!

Habe gestern in livechat gebeten mein Konto aufgrund von Spielsucht zu schließen !!

ich wurde gebeten eine email an die Fachabteilung zu schicken. Ich habe im livechat darauf bestanden, dass das Konto sofort eingeschränkt werden sollte und gelöscht werden soll. Laut livechat ist dies nicht möglich. Daraufhin habe ich die Fachabteilung (Email vom livechat erhalten )gebeten , dass Konto umgehend aufgrund von Spielsucht zu schließen und zu löschen.

ich bekam innerhalb von paar Minuten eine Rückmeldung, dass es denen leid tut und was die Gründe sein!!

daraufhin habe ich nochmals geschrieben und denen erklärt das ich spielsüchtig bin!?!

und seit dem keine Rückmeldung. Was vorher ganz schnell ging !!

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Dear andreastueker,

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

I cannot forward your email; the email address is unreachable.

Ich kann ihnen keine Email weiterleiten, die Email Adresse sei nicht erreichbar

Hello, I sent you the emails by email!!

Hallo ich habe ihnen die Emails per Mail zugeschickt !!

Thank you for your emails. Could you please let me know whether your account is still open, or if it has been closed in the meantime? If your account has been closed, please specify the exact date when the casino closed it.

Additionally, if you have had any further communication with the casino’s customer support in the meantime, please forward it to me as well: veronika.f@casino.guru.

Thank you, and I look forward to your reply.

Hello, the account was closed on January 23, 2026, after you filed a complaint. The casino only reacted after you took action.

Hallo, das Konto wurde geschlossen am 23.01.2026 nachdem Sie die Beschwerde eröffnet haben. Erst als Sie aktiv wurden, hat das Casino reagiert.

Do you need more information?

Brauchen Sie weitere Informationen??

Dear andreastueker,

According to the available evidence, you submitted your self-exclusion request on 22 January, and the casino closed your account on 23 January. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, BillyBets Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

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