Bankonbet Casino - Player's not able to request self-exclusion.

Dear rad234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not yet requested self-exclusion from this casino? Have you already started withdrawing your funds?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hello Kristina,

can you please made the first part of the post private and i would like to update the amount it‘s 43419,17 €. Please i‘m relying on your help cause i see no support or cooperation from the casino side and i‘m feeling like they want me to lose all the money without cashing it out. I can send you every chat transcript i got with them they said literally we can‘t do nothing to make your money safe. Can you please give me your email i‘ll send you every proof i have and i would like to thank you so much for your support

Hello again Kristina,

at this point i just want to bring the money in safe place so i won‘t lose it all. I know everything regarding the withdrawals limits and it will take me around 3 months to get them cashed out because i‘m only allowed to get 1000€ daily and 15000€ per month. They don‘t offer a wise and proper way to avoid the risk of losing the money. As i told you i texted them and i noticed that they don‘t care at all. Till now they didn‘t request me to verify myself and i have one pending withdrawal of 1000€. By the way i can‘t ask for self exclusion since they‘re mentioning that all wins will be voided and only the last deposit will be refunded, once a self exclusion is requested.

I really need your help and support urgently.

Many thanks

Thank you very much for your reply, rad234. Could you please advise when exactly you requested this withdrawal?

Moreover, you can forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina again,

i sent you an email with all details and relevant communication

Best regards,

rad234

Hey Kristina,

i really rely on your help i lost control and they caused me more gambling trouble. They are the reason why i gambled all the balance 63759,99€. I’m really lost why all the casino are unfair and they don’t respect the responsible gambling section i really need your support urgently. They know everything since the beginning that i’ll lose control that’s why they kept making delays.

rad234, do I understand correctly that currently there is no balance left in your casino account?

Yes exactly and i found out that the purpose of the casino was to not cooperate and help me to bring such a huge amount safe. I‘m really disappointed of how they didn’t respect the responsible gambling section

I completely understand your point of view and why you didn't request self-exclusion, however, without the request, we are not able to proceed with this complaint and ask for a refund.

At this point, I can only recommend that you request self-exclusion so that you won't deposit and lose more money. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling problem)

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

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Hey Kristina,

i will let you know once i have some news but in meantime i would like to extend the timer for two weeks since the case is a bit sensitive.

Best regards,

rad234

Good Morning Kristina,

could you please provide me with an email address of the legal team supervising the online casino Bankonbet or a way how to reach them.

I would like to thank you in advance for your support and looking forward to hear from you back.

Best regards,

rad234

We do not have such contacts. Do you still have access to your casino account? Have you already sent the self-exclusion request as I suggested in my last message?

hello Kristina,

no i don't have access to the account. To see how unfair they were they just closed the account once the balance hit 0 even though they know about my gambling disorder in the previous case i raised against wazamba since bankonbet and wazamba are two entities linked to the same company Rabidi N.V

I have already sent them a letter via my lawyer and will take further action against the company because of such injustice faced especially when they state in their terms and conditions 2.4.2. ensuring that gambling is conducted in a fair and open way; and protecting children and other vulnerable persons from being harmed and/or exploited by gambling.

Since your account has finally been closed, there is not much more we could do. We cannot ask the casino for a refund of winnings that have been lost before you informed the casino about gambling problems.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.