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The casino is not closing my account. I already sent emails on December 2nd and 5th, 2025, requesting that the casino close my account immediately. During this time, I made deposits totaling €150, which are now lost. Had the casino closed the account as I requested, the €150 would still be there. The casino is not responding to my request to close the account.

Das Casino schließt mein Konto nicht. Ich habe bereits am 02.12.2025 und am 05.12.2025 eine Email geschrieben, dass das Casino bitte umgehend mein Konto schließt. In dieser Zeit habe ich Einzahlungen von insgesamt 150€ geleistet, die verloren sind. Hätte das Casino, wie von mir gewünscht, das Konto geschlossen, wären die 150€ noch da. Das Casino reagiert auf den Wunsch, dass das Konto geschlossen wird, nicht.

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Dear ollik81,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with trying to close your casino account and the losses that occurred during this period.

To better understand what happened and how we can assist you, could you please clarify a few points?

• Were your requests for account closure related to responsible gambling, self-exclusion, or another specific reason?
• Did you receive any automated confirmation or ticket number after sending your emails on December 2nd and 5th?
• Have you tried contacting the casino through any other communication channels (live chat, contact form, etc.), and if so, what was their response?
• If you have any email screenshots, confirmations, or other communication with the casino, please attach them here or forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Thank you in advance for your reply.

Best regards,

Petronela

Hello, I already tried to close my account via chat. Unfortunately, I was directed to an email address. [email protected] I have been referred to this email address. In the past, I used this email address for verification purposes. I never received confirmation that the email was received. However, since the verification was processed very promptly, it can be said with absolute certainty that the emails were received. Attached you will find screenshots with a request to close the account. The screenshot also contains an urgent request to close the account because another loss has occurred.

Hallo, ich habe bereits versucht über den Chat mein Konto schließen zu lassen. Leider wurde ich hierbei auf die email-Adresse [email protected] verwiesen. In der Vergangenheit habe ich diese email-Adresse zwecks Verifizierung genutzt. Ich habe nie eine Bestätigung erhalten, dass die E-Mail angekommen ist. Da die Verifizierung allerdings sehr zeitnah bearbeitet worden ist, kann man mit absoluter Sicherheit sagen, dass die E-Mails angekommen sind. In der Anlage finden Sie Screenshots, mit der Bitte dass das Konto geschlossen wird. Im Screenshot ist auch die dringende Bitte vorzufinden, das Konto zu schließen, da wieder einmal ein Verlust aufgetreten ist.

Hi ollik81,

Thank you for your detailed reply and for providing the screenshots. I understand how frustrating this situation must be, especially since you actively tried to close your account and prevent further losses.

I have reviewed BetBeast’s website and would like to clarify a few points that are relevant here:

• On the Responsible Gambling section of the casino’s website, there is no specific email address provided for submitting account closure or self-exclusion requests.
• The only contact email address I was able to find in the casino’s Terms and Conditions is [email protected], which matches the address you were directed to and previously used for verification purposes.

Based on the communication you shared, your requests were clearly asking for account closure, but they were not explicitly framed as a responsible gambling or self-exclusion request due to a gambling problem. I want to mention this because, in practice, the safest and most effective way to ensure a permanent account block is to clearly state that the request is made for responsible gambling reasons, as such requests should be acted on immediately and cannot be ignored or delayed.

• To help us assess whether the casino had the opportunity to act on your requests in real time, could you please also confirm whether you contacted the casino’s live chat after sending the emails, specifically to follow up on the status of your closure requests? If so, please let us know what response you received.

Thank you for your cooperation.

Hello, I asked about the first email in the chat, but was referred back to this email address, hence the second email. Unfortunately, there are no screenshots of the chats.

Hallo, ich habe nach der ersten Mail im Chat gefragt, wurde aber wieder auf diese E-Mail-Adresse verwiesen, daher die zweite Mail. Leider gibt es von den Chats keine Screenshots.

Hi ollik81,

Thank you for the clarification.

I’d like to explain our position transparently, based on the timeline and the information available so far.

We always strongly encourage players who wish to close their account for responsible gambling or self-exclusion reasons to clearly state this reason and to use all available communication channels (such as live chat, contact forms, or any official support channels listed on the casino’s website). This helps ensure the request is noticed, acted on promptly, and properly documented.

In your case, the emails sent on 2 December 2025 and 5 December 2025 requested account closure, but they did not explicitly mention a gambling problem or a self-exclusion request. Additionally, as there is no confirmation of receipt and no chat transcripts available, we are unfortunately unable to independently verify that the casino received and understood the urgency of your request at that time. If a player does not receive a response via one channel, it is generally necessary to follow up through another channel to get the casino’s attention.

• If you believe that you clearly explained the reasons why you wanted your account to be blocked, could you please try requesting the live chat transcripts or any written confirmation from the casino related to these interactions? If the casino can provide records showing that the reasons were communicated, this would help us reassess the situation.

While we understand that this is not an ideal situation, without confirmation that the emails were received or evidence of a clear self-exclusion request, we cannot establish that the casino deliberately ignored a verified request or that the subsequent losses should be refunded.

Thank you for your understanding and cooperation.

Dear ollik81 & Casino Guru Team,

Please note that we have reviewed this case, and the account has been closed accordingly as per the player’s request.

Thank you!

Support Team | Bet Beast

Dear ollik81,

Thank you for your patience while we followed up on this matter.

We would like to thank BetBeast Casino for reviewing the case and confirming that your account has now been closed in line with your request.

At this stage, since the account is already closed and your previous requests did not explicitly mention a gambling problem or a formal self-exclusion request, we unfortunately do not have sufficient grounds to pursue the case further or to request a refund of the losses incurred.

Based on this, we would like to proceed with closing this complaint.

Please let us know whether this is acceptable to you, or if there is anything else we could help you with before we do so.

Thank you for your understanding.

Dear ollik81,

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,
Petronela
Casino.Guru