The player from the Netherlands had requested help with closing his casino account due to a gambling addiction. He had reported that despite his repeated requests, the account had remained active, leading to an additional loss of €150. He had sought a refund for this amount, citing a lack of player protection measures. We had intervened by contacting the casino on his behalf. The casino then communicated directly with the player and resolved the issue. The player had confirmed the resolution and expressed his gratitude for our support. The complaint was subsequently closed.
Bankonbet Casino - Player's account is not closed despite request.
Amount: €150
Bankonbet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
Translation
Hello,
I contacted the casino 8 days ago to close my account due to gambling addiction.
I reminded the casino after 3 days that my account has still not been closed.
So far, I have not received any response.
Please aid me primarily in ensuring that the account is closed immediately.
In addition, I have just lost another 150€.
I would like this money returned due to the lack of player protection.
Thank you
Automatic translation:
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1 year ago
Dear betzebub11,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankonbet Casino.
I checked the communication you provided and see no reason why the casino didn't act to protect you from further gambling.
Could you please advise if you managed to contact the casino via live chat support and requested assistance via live chat as well?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
No, I didn't do that because it says on the website under responsible gaming that you have to write to support by email.
Automatic translation:
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1 year ago
Translation
Is something else happening here?
I still have no answer and the account is not closed.
Automatic translation:
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1 year ago
Now they have answered and Close my Account two hours ago.
I will write them to send ne Back the 150€.
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1 year ago
Thank you for the update.
Please let me know if the casino agreed with the refund or not. I'll await your response.
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1 year ago
Translation
Unfortunately, as expected, they don't respond.
I ask for help.
Thanks
Automatic translation:
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12 months ago
Thank you very much, betzebub11, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear betzebub11,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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11 months ago
Dear Jozef,
Thank you for reaching out to us.
We would like to inform that the case was recently resolved by directly communicating with the customer. We kindly request you to confirm with the customer if they need any further assistance.
Best Regards,
Bankonbet
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11 months ago
Translation
That is correct.
The case is welcome to be closed.
Thanks for the support.
Automatic translation:
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11 months ago
Dear Jozef,
As per the customer's confirmation, we kindly request you to close this complaint.
Thank you for understanding!
Best Regards,
Bankonbet
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11 months ago
Dear betzebub11,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
