The player from Germany requested self-exclusion from the casino on August 8th due to gambling addiction, but the casino failed to implement it until August 26th, allowing her to continue gambling and incur losses. She demands a full review and refund of €2,120 for losses after her self-exclusion request, as well as immediate account blocking and confirmation of her requests related to the casino's licensing and operational structure.
Bananzia Casino - Player's account remains active despite self-exclusion request.
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Bananzia Casino
Safety Index 4.5 LowCase summary
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2 weeks ago
Translation
Hello, I am writing to request your assistance with the following matter: On August 8th, I requested self-exclusion from a casino due to my gambling addiction. The self-exclusion was not implemented by August 26th, and I was able to continue gambling and losing money for almost three weeks. On August 26th, I sent the casino the following email. I have copied excerpts below; the complete email is too long to fit in the text field.
I hope you can help and mediate.
Ladies and Gentlemen
On August 8, 2026, I sent an email to the following address: block@support-bananzia.com I have requested my immediate and irrevocable self-exclusion. This address was provided to me earlier that same day in your customer chat.
To date, my self-exclusion has apparently not been implemented. This has allowed me to continue using your services and to place further bets after August 8, 2026. I had explicitly informed you of my request for self-exclusion and of my gambling addiction.
The fact that my explicit request was not implemented immediately constitutes, in my view, a significant breach of your obligations to protect players.
As you can easily see from my gambling behavior, I suffer from a significant gambling addiction with loss of control.
I have since discovered that the casino apparently holds a license from the Anjouan Gaming Authority under license number ALSI-202509029-FI1. This license appears to be assigned to Win Top Ltd. in the Anjouan Gaming public register.
Please confirm in writing:
• whether Win Top Ltd is the operator of my player account and the casino,
• whether the license ALSI-202509029-FI1 was valid during the relevant period,
• which specific company is the contractual partner of my player account,
• whether Winstrax Ltd is involved in payment processing or in the operation of the platform,
• which specific domain is covered by this license and
• whether the domains Bananzia.com, Bananzia777.com and Bananzzia.de – with three "z"s – are operated under this license.
The terms and conditions mention Bananzia.com. However, I have been using the domain Bananzia777.com or possibly Bananzzia.de. Please explain the relationship between these domains and confirm which domain is associated with my player account.
The "License" section of your website does not display a complete license certificate with a clear domain assignment. Therefore, I request that you send me the official license documentation, including the license number, operator name, status, expiration date, and all authorized domains.
I want to clarify that I am not equating the possible existence of an Anjouan license with the accusation that no license exists at all. However, an Anjouan license is not a German gambling license. Offering online gambling to individuals in Germany is also subject to German licensing regulations. This would mean the legal deposit limit would be €1,000 per calendar month.
Regardless of the license status, my explicitly requested self-exclusion was not implemented immediately.
Therefore, I demand a full review and refund of all stakes and losses I incurred after August 8, 2026, totaling €2,120. This corresponds to the deposits made after my self-exclusion request, amounting to €4,160, less withdrawals of €2,040.
I also urge you to
1. to implement my self-exclusion immediately and permanently,
2. to block my player account from all further gaming activities,
3. to unsubscribe from all advertising emails and advertising SMS,
4. to confirm receipt of my self-exclusion request dated 08/08/2026,
5. to inform me of the time of the actual account blocking,
6. to secure all data and communication records belonging to my player account, in particular my email from August 8, 2026 and the customer chat, and to send them to me by email and
7. to delete my account including my personal data, provided there are no legal retention obligations to the contrary.
Please transfer the refund amount within 14 days of receiving this email to the bank account I have already used for payments.
.
Automatic translation:
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bananzia Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Did the casino acknowledge receipt of your self-exclusion request? Have you received any automated or structured response from support?
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
TranslationHello,
Thank you for your reply. To answer your questions: I no longer have access to the account, my request for self-exclusion was never answered, and the casino has not yet responded to my complaint. I made my last deposit on August 23rd.
Warm regards,
Annette
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1 week ago
TranslationHello,
I contacted the casino again today to request a response and reminded them of the deadline of September 9th. There has been no response from the casino in the past ten days.
Kind regards,
Annette
Automatic translation:
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1 week ago
Thanks for your reply.
After you noticed that your self-exclusion request wasn't processed after you contacted them via email, have you contacted the casino again, either via live chat or email?
Have you saved your interaction?
Kindly send any relevant responses you received from the casino and send them to me for review. My email is tomas@casino.guru
Thanks in advance for your cooperation.
