BillyBets Casino - Der Spieler möchte, dass sein Konto geschlossen und seine Daten gelöscht werden.

This site is somewhat decent... However, there are many strange things... Withdrawals that take weeks, support that seems to make fun of you, and two weeks ago I requested self-exclusion via email, which is odd because the site should have an option for users to decide this whenever they want, without having to ask someone via email. Having said that, I requested it for three days in a row and engaged in an email exchange with someone named Manager Vicent, who was clearly being sarcastic by sending three emails asking if I was sure I wanted to proceed with self-exclusion. This was already disrespectful. Anyway, I want my data deleted and my account closed!

Esse site é até decente... Porém existe muitas coisas estranhas... Levantamento que demora semanas.. suporte que fica tirando uma com sua cara.. sendo que faz duas semanas que solicitei a auto exclusão via email que por sinal já é estranho pois o site deveria ter a opção para o usuário decidir isso quando quiser e ter que pedir permissão para alguém via email. Dito isto eu solicitei por tres dias seguidos e fiquei numa troca de email com um tal de gestor Vicent que estava claramente com sarcasmo ao mandar três email perguntando se eu tinha certeza que queria fazer a auto exclusão. E isso já foi um desrespeito. Enfim.. quero a exclusão dos meus dados e exclusão da conta!

Dear Heisen990,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I want to thank you for your reply! And the summary was well done... I don't know if this Dominika is a person, but she described well what has been done by email from this "company". After several, like 30 or more emails sent I was able to have my account deleted from this site... but now I received another email from them saying that my data will be with them for 10 years, due to laws and in the email he does not cite any decree law on which this is based... Look, I feel this is very strange already! The fact that a person doesn't have the autonomy to delete their account on their own and has to request it via email... I think the company has bad intentions! I've sent "proof" to your email Dominika.

Olá! Quero agradecer a resposta de vocês! E o resumo foi bem feito.. não sei se é uma pessoa essa Dominika,mas ela descreveu bem o que tem sido feito por email desta "empresa". Após diversos, tipo 30 ou mais emails enviados consegui ter a conta excluída deste site.. porém agora recebi outro email deles falando que meus dados vai ficar com eles por 10 anos, devido a leis e no email ele não cita nenhum decreto lei onde isso se baseia... Olha, sinto que isso é muito estranho já! Pelo facto de uma pessoa não ter a autonomia de fazê-lo a própria exclusão de conta por conta própria e de ter que solicitar via email... Pra mim está empresa está com más intenções! Já encaminhei "provas" para teu email Dominika.

Dear Heisen990, is the data retention issue your only concern now, or are there other problems you're facing with the casino?

Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise.

If you need any further assistance, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Dear Heisen990,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.