Bankonbet Casino - Player struggles to close account following the terms and conditions.

According to the terms and conditions of BankOnBet, I am able to request the closure of my account whenever I please. Should I have a positive balance, all funds will be nullified but the last deposit will be refunded. However, upon contacting customer service, they informed me that this was not possible. Then why do the terms and conditions claim that it is possible, yet their customer service chat denies it? This clearly violates their own terms and conditions. I have screenshots of the chat where they refused me and it is also stated in the terms and conditions.

Dear cpisa21,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've encountered regarding the closure of your Bankonbet account.

To assist you further, could you please provide us with more details?

• Could you please advise how much was your active balance at the time of your account closure request?
• Is your account still accessible or it was closed as requested?

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

• If you have any other pertinent information or documentation that you believe would assist us in resolving this matter, please feel free to forward it to petronela.k@casino.guru.

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

I currently have 4939 pen, according to the terms and conditions, if I close my account with a balance, all the funds will be canceled and my last deposit, which was 2000 pen, will be returned to me. I don't care about profits, I want to close my account and have my last deposit returned, that's what I ask for.

Hi cpisa21,

I have checked the casino's general terms and conditions and this is what I found (here):

• Try to withdraw all your winnings, if it's not possible, could you let me know the reason why?

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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Bankonbet Casino,

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

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 send another email to support@bankonbet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Gentlemen, you are not understanding my problem.

My problem is the following: I have 4939 pen in my bankonbet account which I want to withdraw but in order to withdraw them I need to verify my account.

I am trying to verify my bankonbet account since they ask me for a transaction history which I have already sent repeatedly to bankonbet, however they reject it saying that it is edited, it is impossible for it to be edited since the same bank was the one that gave me this document but BANKONBET points out that it is edited which is just an excuse not to verify my account and not to pay me, so upon seeing this I decided to close my account and have my deposit, which was 2000 pen, be returned to me.

I spoke to bankonbet customer service giving them the explanations of the case and telling them all the reasons, however they do not want to close my account or give me my initial deposit WHICH GOES AGAINST THEIR TERMS AND CONDITIONS.

At this point I no longer care about obtaining my total profits, the only thing I ask is to CLOSE MY ACCOUNT AND GIVE ME MY INITIAL DEPOSIT, I quote the terms and conditions of bankonbet "In case you want to close your account with a balance positive, all the funds in your account will be canceled and only the last amount you have deposited will be returned" which in this case is 2000 pen.

Hi cpisa21,

Thank you for clarifying. Could you kindly send the document you submitted for verification to petronela.k@casino.guru? Unfortunately, you'll need to complete the verification process to withdraw your funds, even if they consist of deposited money rather than winnings.

Looking forward to hearing from you.

Dear cpisa21,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.