BillyBets Casino - A conta do jogador foi encerrada após um pedido de reembolso.

Good morning

Even though I requested the account closure by sending an email declaring my addiction, I kept receiving free bonuses, causing me to relapse. I spent over €600 in just a few days.

Only when I asked for the refund of the deposit they closed the account

Buongiorno

nonostante avessi chiesto la chiusura dell'account, inviando la mail denunciando la dipendenza patologica, continuavano ad arrivarmi bonus gratuiti, facendomi ricadere. Ho speso piu di 600 euro in pochi giorni.

Solo quando ho chiesto la restituzione di quanto depositato hanno chiuso l'account

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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 share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Would you be able to forward the marketing information you received from the casino, despite informing the casino of gambling issues?
• When was the last time the casino allowed you to deposit?

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

Thank you, I sent all the material by email

grazie, mandato tutto il materiale a mezzo mail

Hello transporter,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and for the information shared via email.

• Have you received any response from the casino after your self-exclusion request from March 20th? Have you received any automated response or any response from a support agent?
• In between your first self-exclusion request and the request to refund your lost funds, was your account closed, to your knowledge?

Looking forward to your reply.

Thank you! I was compensated by the casino.

Grazie! Sono stato risarcito dal casinò

Thanks for your reply.

Has the refund reached your bank account for the full disputed amount?

Please let me know whether we can consider the issue resolved.

Dear transporter,

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.

Amount credited to the account

Importo accreditato sul conto

Dear transporter,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru

Dear transporter,

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.