BetBeast Casino - Der Antrag des Spielers auf Selbstausschluss wurde ignoriert.

Hello,

I wish to file a complaint against BetBeast because my self-exclusion due to gambling addiction was completely ignored. I emailed support on March 26, 2026, requesting permanent closure of my account due to my gambling addiction ("Hi pls close my account forever due to gambling addiction."). However, the casino simply left my account open. Since reporting my addiction in March, I have deposited an additional €7,341.13 and withdrawn only €2,950.00. The casino has grossly violated its duty to protect players, and therefore I demand a refund of my net loss of exactly €4,391.13 incurred since reporting my addiction. Screenshots of the email from March and today's chat containing my financial data are available as evidence.

Gandhi 1988

Hallo,

Ich möchte eine Beschwerde gegen BetBeast einreichen, da mein Selbstausschluss wegen Spielsucht komplett ignoriert wurde. Ich habe dem Support bereits am 26.03.2026 eine E-Mail geschickt und die permanente Schließung gefordert, da ich spielsüchtig bin („Hi pls close my acc forever due gambling addiction."). Das Casino hat mein Konto danach jedoch einfach offen gelassen. Seit dieser Meldung im März habe ich bis heute weitere 7.341,13 € eingezahlt und nur 2.950,00 € ausgezahlt. Das Casino hat seine Pflicht zum Spielerschutz grob verletzt, weshalb ich die Rückerstattung meines seit der Meldung entstandenen Nettoverlusts von exakt 4.391,13 € fordere. Die Screenshots der Mail vom März und des heutigen Chats mit den Finanzdaten liegen als Beweis vor.

Gandhi1988

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBeast 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?
• After you learned your self-exclusion request wasn't processed, have you contacted the casino via different communication channels?
• Has the casino responded to any of your requests for account closure? Would you be able to share the casino's responses with me?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact request a self-exclusion via email at support@betbeast.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BetBeast Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Do you currently have access to your account?

The account was finally closed yesterday.

After learning that your self-exclusion request has not been processed, did you contact the casino through other communication channels?

Yes, via live chat. But they told me that such requests are handled via email.

Has the casino responded to your requests to close the account? Could you please forward me the casino's responses?

There was never an answer.

When were you last able to make a deposit at the casino?

The last deposit was about 1.5 weeks ago.

Has the casino already responded to your refund request? What was the casino's response?

No. The casino does not respond to any emails.

Haben Sie derzeit Zugriff auf Ihr Konto?

Gestern wurde das Konto endlich geschlossen.

Nachdem Sie erfahren haben, dass Ihr Antrag auf Selbstsperrung nicht bearbeitet wurde, haben Sie das Casino über andere Kommunikationskanäle kontaktiert?

Ja per Live Chat. Da sagte man mir aber nur, dass solche Anfragen via Email bearbeitet werden.

Hat das Casino auf Ihre Anfragen zur Kontoschließung reagiert? Könnten Sie mir die Antworten des Casinos zukommen lassen?

Es gab nie eine Antwort.

Wann konnten Sie zuletzt im Casino eine Einzahlung vornehmen?

Die letzte Einzahlung war vor ca 1,5 Wochen.

Hat das Casino bereits auf Ihre Rückerstattungsanfrage geantwortet? Wie lautete die Antwort des Casinos?

nein. Das Casino antwortet auf keine einzige Email.

Dear gandhi1988,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear gandhi1988,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BetBeast Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BetBeast Casino representative to join this conversation and participate in resolving this complaint.

Dear BetBeast Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Good morning Casino Guru Team,

Thank you for contacting us regarding this complaint.

After reviewing the player's account and our communication records, we can confirm the we did not receive any communication from the player regarding a gambling addiction.

The email the player claims to have sent on 26.03 was not received by us unfortunately, The player had the opportunity to contact our Live Chat team regarding the closure of the account; however, no such contact was made.

On 21.06, the player contacted our Live Chat requesting a refund. At that point, the account had already been closed. Based on our records, we are unable to substantiate the player's claims.

Please let us know if you require any further information.

Kind regards,

Support Team| BetBeast

Hello,

Sorry, that's complete nonsense.

On March 26th, I contacted almost all the casinos where I have an account.

EVERY casino has closed my account, or (see my other complaints) has not responded and offered a refund.

And only Betbeast supposedly didn't receive the email? Lame excuse.

Looking at the casino's other open complaints, it seems to be a common tactic.

I have successfully viewed the email and can prove it.

Furthermore, I was in the live chat several times, but I was told that this would be handled via email and that I would receive a reply to my email.

I was even told once in the live chat that the email had arrived and was being processed, as I was wondering why it was taking so long to close my account.

Everything the casino says is a lame excuse and, in my opinion, a lie.

And quite honestly, if you suffer from gambling addiction, you don't spend every single day thinking about casinos and their closures.

These things happen in waves, and that's why I contacted the casino and reported it.

Therefore, I can prove beyond any doubt that the casino's statement is a lie. They either overlooked the email, deleted it, or are deliberately claiming not to have received it because they didn't respond.

Furthermore, I never received a reply from the casino to any of my emails, regardless of the email address.

This also suggests that the casino either never answers emails or simply doesn't care.

Hallo,

sorry das ist kompletter Quatsch.

Am 26.03. habe ich so gut wie alle Casinos kontaktiert, bei denen ich einen Account habe.

JEDES Casino hat meinen Account geschlossen, oder (siehe meine anderen Beschwerden) nicht reagiert und eine Rückerstattung angeboten.

Und nur bei Betbeast soll die Email nicht angekommen sein? Faule Ausrede.

Wenn man sich die anderen offene Beschwerden des Casinos anschaut, scheint es eine gängige Masche zu sein.

Ich habe die E-Mail erfolgreich gesehen und kann sie nachweisen.

Des Weiteren war ich mehrmals im Live Chat, aber man sagte mir, dass dies per E-Mail bearbeitet wird und ich eine Antwort auf meine E-Mail erhalten.

Einmal wurde mir sogar im Live Chat gesagt, dass die E-Mail angekommen und in Bearbeitung ist, da ich mich wunderte, warum es so lange dauert, meinen Account zuschließen.

Alles, was das Casino sagt, ist eine faule Ausrede und meiner Meinung nach gelogen.

Und ganz ehrlich, wenn man an Spielsucht leidet beschäftigt man sich nicht jeden kompletten Tag mit irgendwelchen Casinos und seinen Schließungen.

So etwas passiert in Schüben und so habe ich mich auch in das Casino gewandt und gemeldet.

Somit kann ich lückenlos nachweisen, dass die Aussage des Casinos gelogen ist. Entweder haben sie die E-Mail übersehen, gelöscht oder behaupten bewusst, sie nicht erhalten zu haben, weil sie nicht reagiert haben.

Im übrigen kam auf keiner meiner E-Mails jemals eine Antwort vom Casino, egal auf welche E-Mail.

Dies spricht auch dafür, dass das Casino entweder E-Mails nie beantwortet oder sich einfach nicht darum kümmert.

Dear gandhi1988,

You mentioned that you contacted the live chat multiple times regarding your self-exclusion request.

Do you have any screenshots or other evidence to support this claim?