Bankonbet Casino

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pelaaja12345

Bronze

Finland

Public

2 days ago

Original

Translation

Hello,

I am requesting Bankonbet to refund all deposits I have made since I first requested to close my account. I hope you can help me with this.

Over the past year, I have repeatedly requested to close my account either for 12 months or permanently. The Bankonbet website has not had the option to close the account itself or set deposit limits, but has only allowed account closure via email.

In many cases, my requests have not been responded to at all or the account has been closed for a significantly shorter period than I requested. For example, instead of the 12-month ban I requested, my account has been reopened after about two weeks. After this, I have received marketing emails and phone calls from the casino offering me 100–150 euros in no-deposit play money if I reopen my account. As a gambling addict, I have unfortunately fallen for these offers.

I have numerous emails that show my repeated requests to close my account and that Bankonbet has sent me bonus offers and encouraged me to return to playing after my closure requests.

As a result of these omissions, I have been able to continue playing, even though I had explicitly requested the permanent closure of my gaming account. I have made numerous deposits over the past year and have lost thousands of euros in total. Bankonbet does not offer the possibility to view my total losses, but I can prove my deposits with bank statements. There have been an estimated hundreds of deposits. I have also used credit to play, which has significantly worsened my financial situation.

Most recently, I only managed to close my account again after losing several hundred euros again. However, I can't trust that the lockout this time is really permanent, as previous locks that were intended to be permanent or long-term have been opened prematurely without my consent.

I sent my last request for permanent account closure on 21.6.2026 and Bankonbet confirmed on 24.6.2026 that my account had been permanently closed. However, in the same email thread I had already requested permanent account closure on 24.5.2026 and also received confirmation that the account had been closed. Despite this, my account was later reopened, which resulted in me being able to play again and lose more money.

I have been extremely frustrated that Bankonbet has been the only casino where I have not been able to get my account closed permanently or for the period I requested. Every premature account opening and the casino's active marketing efforts have resulted in me returning to gambling and suffering further financial losses.

I believe that Bankonbet has seriously failed to comply with its responsible gambling obligations by failing to comply with my repeated requests to close my account and by marketing its services to me after my requests to close. These failures have caused me significant financial losses that could have been prevented if my requests to close had been properly complied with.

Therefore, I demand the return of all deposits I have made since my initial request to close my account. If necessary, I will provide emails, bank statements and other documentation to support my claim.

The maximum number of attachments is exceeded, I also have more hard evidence of the Casino's indifference towards me. I will be happy to send them. €5000 is an estimate of what I have lost over the past year. The amount could be larger.

Hei,

Vaadin Bankonbetilta kaikkien niiden talletusteni palauttamista, jotka olen tehnyt sen jälkeen, kun ensimmäisen kerran pyysin pelitilini sulkemista. Toivottavasti pystyisitte auttamaan minua asiassa.

Olen viimeisen vuoden aikana toistuvasti pyytänyt pelitilini sulkemista joko 12 kuukaudeksi tai pysyvästi. Bankonbetin sivustolla ei ole ollut mahdollisuutta sulkea pelitiliä itse tai asettaa talletusrajoja, vaan pelitilin sulkeminen on ollut mahdollista ainoastaan sähköpostitse.

Useissa tapauksissa pyyntöihini ei ole reagoitu lainkaan tai pelitili on suljettu huomattavasti pyytämääni lyhyemmäksi ajaksi. Esimerkiksi pyytämäni 12 kuukauden pelikiellon sijaan pelitilini on avattu uudelleen jo noin kahden viikon kuluttua. Tämän jälkeen olen saanut kasinolta markkinointisähköposteja sekä puheluita, joissa minulle on tarjottu 100–150 euron talletuksetonta pelirahaa, jos avaan pelitilini uudelleen. Peliriippuvaisena olen valitettavasti tarttunut näihin tarjouksiin.

Minulla on tallessa lukuisia sähköposteja, jotka osoittavat toistuvat pyyntöni pelitilin sulkemisesta sekä sen, että Bankonbet on sulkupyyntöjeni jälkeen lähettänyt minulle bonustarjouksia ja kannustanut palaamaan pelaamaan.

Näiden laiminlyöntien seurauksena olen pystynyt jatkamaan pelaamista, vaikka olin nimenomaisesti pyytänyt pelitilini lopullista sulkemista. Olen tehnyt viimeisen vuoden aikana lukuisia talletuksia ja menettänyt yhteensä tuhansia euroja. Bankonbet ei tarjoa mahdollisuutta tarkastella kokonaistappioitani, mutta pystyn osoittamaan talletukseni pankkitiliotteilla. Talletuksia on ollut arviolta satoja. Olen lisäksi käyttänyt luottoa pelaamiseen, mikä on pahentanut taloudellista tilannettani merkittävästi.

Viimeisimpänä onnistuin jälleen sulkemaan pelitilini vasta sen jälkeen, kun olin ehtinyt menettää jälleen useita satoja euroja. En kuitenkaan voi luottaa siihen, että sulku tällä kertaa todella on pysyvä, sillä aiemmatkin pysyviksi tai pitkäaikaisiksi tarkoitetut sulut on avattu ennenaikaisesti ilman suostumustani.

Lähetin viimeisimmän pysyvää pelitilin sulkemista koskevan pyyntöni 21.6.2026, ja Bankonbet vahvisti 24.6.2026, että pelitilini on suljettu pysyvästi. Samassa sähköpostiketjussa olin kuitenkin jo 24.5.2026 pyytänyt pelitilini pysyvää sulkemista, ja sain myös tuolloin vahvistuksen siitä, että pelitili oli suljettu. Tästä huolimatta pelitilini avattiin myöhemmin uudelleen, minkä seurauksena pääsin jälleen pelaamaan ja menetin lisää rahaa.

Olen ollut erittäin turhautunut siihen, että juuri Bankonbet on ollut ainoa kasino, jossa en ole onnistunut saamaan pelitiliäni suljetuksi pysyvästi tai pyytämälleni määräajalle. Jokainen ennenaikainen tilin avaaminen sekä kasinon aktiiviset markkinointiyhteydenotot ovat johtaneet siihen, että olen palannut pelaamaan ja kärsinyt lisää taloudellisia menetyksiä.

Katson, että Bankonbet on vakavasti laiminlyönyt vastuulliseen pelaamiseen liittyvät velvollisuutensa jättämällä noudattamatta toistuvia pelitilin sulkupyyntöjäni sekä markkinoimalla palvelujaan minulle sulkupyyntöjeni jälkeen. Näiden laiminlyöntien vuoksi minulle on aiheutunut merkittäviä taloudellisia menetyksiä, jotka olisi voitu estää, mikäli sulkupyyntöjäni olisi noudatettu asianmukaisesti.

Tämän vuoksi vaadin kaikkien niiden talletusteni palauttamista, jotka olen tehnyt ensimmäisen pelitilini sulkemista koskevan pyyntöni jälkeen. Tarvittaessa toimitan sähköpostiviestit, pankkitiliotteet ja muun dokumentaation vaatimukseni tueksi.

Liitteiden maksimimäärä ylittyy, minulla on myös lisää raskaita todisteita Casinon välinpitämättömyydestä minua kohtaan. Lähetän ne mielelläni. 5000€ on arvio mitä olen hävinnyt viimeisen vuoden aikana. Summa voi olla isompikin.

Automatic translation:

Public

Jean

Casino Analyst & Complaint Specialist

Public

5 hours 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.

Public

Jean

Casino Analyst & Complaint Specialist

Public

5 hours ago

Dear pelaaja12345,

Thank you for submitting your complaint and providing a detailed explanation of your situation and supporting documents. I am sorry to hear about the difficulties you have experienced and the financial losses you describe.

After reviewing the email correspondence you provided, I can see that you made multiple requests to have your account closed during the past year. However, in the conversations I reviewed, I did not find any indication that you informed the casino that the requests were related to a gambling problem or gambling addiction when the casino asked why you wanted to close your account.

This distinction is important. A standard account closure request is not the same as a self-exclusion request due to gambling addiction. While casinos should process closure requests appropriately, they are generally not prevented from making retention offers or bonus offers following a standard closure request. It remains the player's decision whether to accept or decline those offers. Once a player clearly states that they have a gambling problem or requests self-exclusion for responsible gambling reasons, the casino is expected to implement the appropriate responsible gambling measures and should no longer attempt to encourage the player to return.

I also noticed what appear to be two occasions—in approximately August and December—where your account was close to being self-excluded. However, I could not find the casino's final confirmation that the requested self-exclusion was actually applied. This is a crucial piece of evidence. If the casino confirmed that your account had been self-excluded and later allowed it to be reopened or continued sending promotional offers, that would significantly affect our assessment of the case.

Could you please provide the complete email threads, including the casino's confirmation of any permanent or long-term self-exclusion? In particular, we are looking for any correspondence where:

you informed the casino that you had a gambling problem or gambling addiction, or explicitly requested self-exclusion for responsible gambling reasons; and
the casino confirmed that a permanent or fixed-term self-exclusion had been applied.

Please forward your email conversations to jean.s@casino.guru.

Dear pelaaja12345,

Thank you for submitting your complaint and providing a detailed explanation of your situation and supporting documents. I am sorry to hear about the difficulties you have experienced and the financial losses you describe.

After reviewing the email correspondence you provided, I can see that you made multiple requests to have your account closed during the past year. However, in the conversations I reviewed, I did not find any indication that you informed the casino that the requests were related to a gambling problem or gambling addiction when the casino asked why you wanted to close your account.

This distinction is important. A standard account closure request is not the same as a self-exclusion request due to gambling addiction. While casinos should process closure requests appropriately, they are generally not prevented from making retention offers or bonus offers following a standard closure request. It remains the player's decision whether to accept or decline those offers. Once a player clearly states that they have a gambling problem or requests self-exclusion for responsible gambling reasons, the casino is expected to implement the appropriate responsible gambling measures and should no longer attempt to encourage the player to return.

I also noticed what appear to be two occasions—in approximately August and December—where your account was close to being self-excluded. However, I could not find the casino's final confirmation that the requested self-exclusion was actually applied. This is a crucial piece of evidence. If the casino confirmed that your account had been self-excluded and later allowed it to be reopened or continued sending promotional offers, that would significantly affect our assessment of the case.

Could you please provide the complete email threads, including the casino's confirmation of any permanent or long-term self-exclusion? In particular, we are looking for any correspondence where:

you informed the casino that you had a gambling problem or gambling addiction, or explicitly requested self-exclusion for responsible gambling reasons; and
the casino confirmed that a permanent or fixed-term self-exclusion had been applied.

Please forward your email conversations to jean.s@casino.guru.

Bankonbet Casino - Player requests refunds after account closure issue.

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