The player from Germany attempted to close their casino account due to gambling addiction but did not receive any response despite multiple reminders. Additionally, he lost over €3,500 due to the casino's inaction and sought reimbursement for this amount. The Complaints Team was unable to proceed with the investigation as the player did not respond to requests for clarification and additional information, resulting in the rejection of the complaint.
Bankonbet Casino - Player seeks refund after account closure request is ignored.
Amount: €3,500
Bankonbet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
yesterday
Public
Public
2 weeks ago
Translation
Hello everyone,
First of all, I'm sincerely sorry to open a second case within just a few hours. Initially, I was hesitant to open such a case due to my gambling addiction because I couldn't imagine that it would help me get my lost money back.
However, after reading several cases on your site from people experiencing problems similar to mine, which you were able to help resolve, I felt encouraged to seek your support to try the same.
In October, I contacted the casino (unfortunately, I can't recall the exact day since I no longer have the email on my side, but they should have it on their side because I sent several emails to my VIP manager and support) to close my account due to my gambling addiction.
For several days, I repeatedly reminded the casino that my account had still not been closed.
So far, I have not received any response from them.
I have tried reaching out through live chat and via email (to the VIP manager and support). To this day, I have received no response regarding this matter.
Additionally, regrettably, during the month of November 2024, I have deposited and lost over €3,500.
I would like to reimburse this money due to the lack of player protection.
Thank you very much.
Automatic translation:
Public
Public
2 weeks ago
Dear hakanboga,
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 that you sent to the casino? My email address is dominika.l@casino.guru.
The self-exclusion request indicating your gambling problem is crucial for proceeding with your case.
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.
