BillyBets Casino - A conta do jogador foi encerrada, mas foi permitido reabri-la.

I hereby file a complaint for a serious breach of Responsible Gambling Guidelines and a confirmed permanent self-exclusion.

In April 2025, I contacted support and disclosed my gambling addiction. I specifically requested a permanent self-exclusion. Prior to this, I had already lost tens of thousands of euros at the casino.

I subsequently received written confirmation from the VIP Department that my account had been permanently closed and that I would never be able to open another one. You will find this confirmation attached.

Despite this confirmation, I was later able to register another account with the same email address and play on the platform again. The company even contacted me via email with advertising and encouraged me to play.

As a result, I lost several tens of thousands of euros again.

This constitutes a clear breach of responsible gambling obligations and of the self-imposed commitment to a permanent self-exclusion.

I can provide the following evidence:

Email confirming permanent account closure

Proof that I was subsequently able to register again with the same email address.

I demand the immediate return of all amounts I lost after my suspension.

I'm prepared to spend a considerable amount of money to hire the best lawyers. These fraudsters need to be stopped!

I can provide much more evidence.

Ich möchte hiermit eine Beschwerde wegen eines schwerwiegenden Verstoßes gegen Responsible-Gambling-Richtlinien und eine bestätigte permanente Selbstsperre einreichen.

Im April 2025 habe ich den Support kontaktiert und meine Spielsucht offengelegt. Ich habe ausdrücklich um eine permanente Selbstsperre gebeten. Zuvor habe ich schon viele Zehntausende von € in dem Casino verloren.

Daraufhin erhielt ich vom VIP Department eine schriftliche Bestätigung, dass mein Konto dauerhaft geschlossen wurde und dass ich niemals wieder ein Konto eröffnen könne. Sie finden diese Bestätigung im Anhang.

Trotz dieser Bestätigung war es mir später möglich, mit derselben E-Mail-Adresse erneut ein Konto zu registrieren und auf der Plattform zu spielen. Das Unternehmen hat mich per Mail sogar mit Werbung kontaktiert, und mich zum Spielen ermuntert.

darauf hin habe ich nochmal einige Zehntausend von € verloren.

Dies stellt einen klaren Verstoß gegen Responsible-Gambling-Verpflichtungen sowie gegen die eigene Zusage einer permanenten Selbstsperre dar.

Ich kann folgende Beweise zur Verfügung stellen:

E-Mail mit Bestätigung der permanenten Kontoschließung

Nachweis, dass ich mich anschließend mit derselben E-Mail-Adresse erneut registrieren konnte

ich fordere unverzüglich alle Beträge zurück, die ich nach meiner Sperre verloren habe.

Ich bin bereit, einiges an Geld in die Hände zu nehmen, um mir die besten Rechtsanwälte zu holen. Diese Betrüger gehören aus dem verkehrt gezogen!

Ich kann sehr viel mehr Beweismaterial zur Verfügung stellen.

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.

Dear player, thank you very much for submitting your complaint. I am truly sorry about your negative experience with BillyBets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, I can no longer access it, and yes, I have verified my account at the casino.

Do you see the screenshots I sent last time? I included everything there; I'm happy to share it again.

Can you tell me if it's even worth taking action against this? I mean, there must be some rule these companies have to follow, right?

Hallo, ich kann mittlerweile nicht mehr darauf zugreifen, und ja ich habe mich verifiziert im casino.

siehst du meine screenshots die ich das letzte mal mitgesendet habe? dort habe ich alles mitgesendet, ich teile es gerne nochmal.

kannst du mir sagen, bringt es denn überhaupt irgendetwas dagegen anzugehen oder nicht? ich meine, es muss ja irgendeine regel geben, an die sich diese firmen halten lassen müssen, oder nicht?

Hello, what happens next?

Hallo, wie geht es denn hier weiter?

Dear Player,

Thank you for your response. I kindly ask if you could forward your original self-exclusion request, specifically the initial message in which you communicated your desire to self-exclude or mentioned any gambling-related concerns. Additionally, could you please provide a bank statement covering the relevant period? You can reach me at attila.g@casino.guru.

Furthermore, have you opened a new account at BillyBets Casino, or were you able to access your existing account?

Thank you for your patience and cooperation.

Dear wieserjulian,

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,
Attila
Casino.Guru