BillyBets Casino - Учетная запись игрока остается активной, несмотря на запрос о закрытии.

About a week ago, I sent numerous emails to Billy Bets requesting that my account be closed due to gambling addiction. I clearly described my situation, but unfortunately, the account is still active. I never received a reply, despite writing multiple times. During that time, I was even able to deposit more than €400!

Ich habe bei billy bets vor ca. eine Woche viele Mails geschickt und gebeten mein konto zu schließen wegen spielsucht. Hab es eindeutig beschrieben aber leider ist das Konto immer noch aktiv. Hab auch nie eine Antwort erhalten obwohl ich mehrfach geschrieben habe. Konnte in der Zeit sogar mehr als 400 Euro einzahlen!!!!

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Dear Ramona1987,

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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Ramona1987,

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.

Hello Veronika,

I've already forwarded the emails to them. Didn't they receive them?

Hallo Veronika,

ich hab ihnen die Mails bereits weitergeleitet. Haben sie die nicht erhalten

Thank you for your emails. Have you received any responses from the casino customer support to your emails in the meantime?

Have you tried reaching out to customer support via chat or some other communication channels after your emails went unanswered?

Dear Ramona1987,

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.

Hello Ramona1987,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru