Bankonbet Casino - Player suspects fraudulent RTP and lack of self-exclusion.

Hello, I'm writing regarding this casino because I feel cheated. Since Tuesday, I have begun playing in this casino and have deposited over 2000 € so far. However, in my opinion, the RTP mode is not truthful because out of the 2000 € I've played, I believe my highest win has been just 80 €. I would like to request a refund for all the money I've played and an immediate closure of my account. I've been playing in online casinos for years and something like this has never happened to me before. Moreover, I don't see anywhere the option to self-exclude, so I don't find this a trustworthy site at all. Of course, in gaming you can win and lose, but there are very specific rules for the casino that aren't being followed. Unfortunately, I'm not able to upload all screenshots of my deposits.

Dear Anto91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. 

Regarding the self-exclusion, I checked the website and found this:

"Richiesta di autoesclusione: puoi contattare il servizio clienti tramite email: support@bankonbet.com e ti aiuteremo a chiudere il tuo account. Inoltre, è tua responsabilità informare la Società di eventuali altri conti che potresti avere con noi e astenerti dall'aprire nuovi conti. La Società si impegna ragionevolmente ad impedire l'apertura di nuovi conti, ma in definitiva è tua esclusiva responsabilità assicurarti che non vengano aperti altri conti. La Società non sarà responsabile per potenziali perdite su altri conti. Non siamo responsabili per eventuali perdite o danni che potrebbero essere potenzialmente causati dal gioco d'azzardo."

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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:

DOB:

Casino login:

Email address:

"Greetings Bankonbet Casino Support,

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 /permanently.

The reason for my decision is xxx (gambling problem / unrelated to 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."

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

Tomas

Casino.Guru

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Anto91,

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.

Ok I'll take care of it thanks

Have you requested self-exclusion in the casino following our advice?

Please let me know if there is anything else I might help you with regarding your complaint, otherwise it will be closed.

Please let me know.

Thank you, I don't need anything anymore

Thanks for your response, Anto91.

Since the player doesn't require further assistance, without the confirmation the issue was resolved the complaint will be rejected.

Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Wanting to have immediate self-exclusion

We've reopened this complaint at the request of Anto91. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

sorry, I asked you for self-exclusion at casino curaro three days ago they told me that I would be contacted within 24 hours by email and they would block my profile but this was not the case, I still have an active profile and would like self-exclusion immediate

Dear Anto91,

Could you please forward the request you sent to the casino? My email is tomas@casino.guru

Dear Anto91,

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.

Resolved

Dear Anto91,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru