Bankonbet Casino - Player's account closure request has been ignored.

Hallo,

ich versuche bereits seit mehreren Jahren, erstmal am 22.11.2023, mein Konto bei Bankonbet aufgrund einer Spielsucht sperren zu lassen. Dies habe ich in meinen E-Mails an den Support mit "ich habe kein Interesse mehr an Online-Casinos" geäußert. Meine Bitte zur Schließung habe ich unzählige Male an den Support verschickt. Niemals gab es eine Rückmeldung dazu sondern aufeinmal kontaktierten mich "VIP Berater" die mich umso mehr zum spielen motiviert haben.

Seit dem habe ich tausende von Euros, vermutlich deutlich mehr als im Feld zum Streitwert dort verbrannt. Dies belastet mich immer wieder da ich teilweise nach Monaten der Abstinenz wieder den Login durchführe und weiteres Geld einzahle und verspiele.

Ich bitte euch mir zu helfen! Welche Möglichkeiten aufgrund des fehlenden Spielerschutzes gibt es um einen Teilbetrag meiner Einzahlungen rückerstattet zu kriegen? Wäre meine damalige Anfrage bearbeitet und mein Konto gesperrt worden, hätte ich dort niemals derartige Summen einzahlen können!

Vielen Dank für Ihre Hilfe!

Dear zeptan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise 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?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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:

Date of birth:

Casino login:

Email address:

"Greetings Bankonbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from 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 include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hallo Tomas,

deine Fragen beantworte ich Dir sehr gerne.

Können Sie mir bitte mitteilen, ob Ihr Konto gesperrt wurde oder ob Sie noch darauf zugreifen können?

Mein Konto wurde trotz der vielen Anfragen bis heute nicht gesperrt. Ich kann mich noch immer dort anmelden.

Könnten Sie mir bitte Ihre Selbstausschlussanträge mitteilen? Bitte senden Sie mir die Informationen per E-Mail an tomas@casino.guru

Alle mir vorliegenden E-Mails leite ich gerne direkt an dich weiter.

Können Sie uns bitte mitteilen, wann Sie das letzte Mal eine Einzahlung im Casino tätigen konnten?

Die letzte Einzahlung habe ich am 03.05.2025 getätigt.

Hat das Casino bereits auf Ihre Rückerstattungsanfrage reagiert? Was hat das Casino geantwortet?

Auf meine Anfragen zur Schließung des Kontos habe ich nie eine direkte Antwort per E-Mail erhalten. Bei den Gesprächen mit den "VIP Beratern" habe ich meinen Wunsch ebenfalls geäußert und bekam die Antwort "überlegen Sie es sich nochmal und melden Sie sich per E-Mail". Dies habe ich getan und weiterhin keine Antwort erhalten. Die Rückerstattung hätte ich direkt nach der Schließung angefordert. Mir war wichtig das erst das Konto ohne Möglichkeit auf Neueröffnung geschlossen wird.

Die erneute E-Mail zur Schließung schicke ich sofort raus und setze dich in Kopie.

Vielen Dank für die Hilfe!

VG zeptan

Thank you very much, zeptan, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear zeptan,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bankonbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bankonbet Casino,

Could you kindly provide a detailed update on this case? In particular, I would appreciate clarification on why the player's account remains active despite multiple closure requests, including explicit mentions of a gambling problem.

Thank you in advance for your response!

Best Regards,

Kubo

Dear zeptan,

Thank you for sharing your concerns regarding the matter.

We would like to provide some clarity regarding the status of your account and the points you’ve raised.

Firstly, please note that your account has now been permanently closed, and it will not be reopened under any circumstances. This decision has been made with your well-being as our priority.

In your recent message, you mentioned that you had previously informed us multiple times about having a gambling addiction and that your account should have been closed as a result. We have carefully reviewed all records and communications linked to your account, and we were unable to locate any correspondence where a gambling addiction was explicitly stated. Had we received such a notification, we would have acted immediately in accordance with our responsible gambling policies.

We did find that your account was previously closed, and subsequently reopened following an offer extended by your VIP manager, which you accepted at that time. It is absolutely true that you had offers in order to not close your account but it was on your choice to select or not to continue with our casino.We understand that this may now raise concerns, and we acknowledge the sensitivity of this situation.

At Bankonbet Casino, we are fully committed to upholding responsible gaming practices and ensuring the safety of all our players. We take reports of gambling harm seriously, and we encourage any player experiencing issues to seek professional support. In alignment with this commitment, your account remains closed, and this status is final.

Should you require assistance or resources for gambling support, we would be happy to point you toward relevant services.

Moreover, according to our T&C , article 6.6.2, no refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.

We wish you all the best for your future activities.

We appreciate your understanding and wish you all the best.

Kind regards,

Bankonbet Casino Team

Sehr geehrte Bankonbet Casino Team,

ich habe ausdrücklich erwähnt das ich als Grund für meine mehrfachen Anfragen zur Kontoschließung „kein Interesse an weiterem Glücksspiel" angegeben habe.

Der Grund sollte grundsätzlich egal sein warum ich mein Konto schließen wollte. Klar ist sie sind meinem Anfragen nicht nachgekommen weshalb ich weiteres Geld einzahlen und verlieren konnte.

Sollte Casino Guru hier nicht helfen werde ich mich an die zuständige Behörde wenden durch die das Casino geprüft wird. Notfalls werde ich rechtliche Schritte einleiten.

Lassen Sie uns gerne einen Konsens finden aber ich bin nicht bereit dies als Grund für meinen Verlust gelten lassen.

Zudem wurde mein Konto nie gesperrt und nach Annahme eines Angebots durch einen VIP Berater wieder eröffnet. Dies ist eine Lüge.

Mit freundlichen Grüßen

Dear zeptan,

Unfortunately, from our perspective, explicitly stating that the reason for an account closure request is due to a gambling problem is a crucial component. If a gambling issue is not clearly mentioned, the request may not be treated with the urgency and seriousness required under the self-exclusion policy.

Players close their accounts for various reasons - such as dissatisfaction with the games or unexpected losses. In such cases, unless there is a clear indication of harm, the casino is not necessarily obligated to act with immediate urgency. In your initial request, you stated that you were "no longer interested in online casinos." This explanation does not clearly reflect a gambling problem, and therefore, we do not believe the casino's actions can be considered negligent in relation to their self-exclusion obligations.

Based on the documentation you’ve provided, it appears that your valid self-exclusion request - explicitly mentioning gambling-related harm - was submitted on May 9, 2025.

Dear Bankonbet Casino,

Could you kindly confirm the following details:

1. The exact date the player’s account was closed.
2. The date of the player's most recent deposit.
3. Whether there was any communication from the player prior to May 9, 2025.

Your clarification would be greatly appreciated.

Thank you for your cooperation.

Dear Kubo and Casino Guru Team,

I hope this message finds you well.

We are writing to provide clarification regarding client's account at BankonBet Casino.

Please note the following details:

1.The client’s account was officially closed on the 23rd of May.

2.The last deposit made by the client was on the 2nd of May.

3.Our records indicate that there was prior communication with the client before the 9th of May.

Should you require any further information or documentation, please do not hesitate to contact us.

Best regards,

Bankonbet Casino Team

Hello zeptan,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Bankonbet Casino,

Thank you for providing the additional details.

According to the evidence submitted by the player, the bonus offer was received on May 14 from his VIP manager via the email address vip@bankonbet.com. The player responded promptly to that message, including another inquiry regarding account closure and referencing a gambling problem.

Could you please confirm whether this response was not received on your end as well?

Dear zeptan,

Could you please let me know whether you’ve attempted to contact the casino’s support team through any alternative channels - such as live chat or Telegram? The bonus offer email you responded to appears to include a Telegram contact for your VIP manager, so it would be helpful to know if you tried reaching out via that method.

If you happen to have any form of proof or documentation of those attempts, please feel free to share them.

Thank you in advance for the clarification.

Dear Kubo,

Taking into consideration our e-mail and chat records with the client, the last communication seems to be at 14/05/2025 with the vip manager regarding an offer via e-mail , as you are referred to also above.

We would like to inform you that we can not see any other message being sent from the client after this offer, not even a response to this e-mail. Let's hear please from the client if there was any other communication on other channels like telegram with the vip manager. We are waiting zeptan for your response.

Thank you for your cooperation to this matter.

Best regards,

Bankonbet Casino Team

Dear zeptan,

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.

Hallo Kubo,

gerne beantworte ich deine noch offenen Fragen.

• Mein erster Versuch zur Sperrung meines Kontos lief über den Live-Chat welcher mich auf eine E-Mail-Adresse verwiesen hatte. Über diese habe ich dann zukünftig um die Sperrung meines Kontos gebeten, welcher nicht nachgekommen wurde
• Ich habe zu keiner Zeit über Alternative Kanäle außer Live-Chat und E-Mail den Kontakt mit Bankonbet gesucht um die offiziellen Wege zu gehen. Ein Kontakt über Telegram hat nicht stattgefunden.

Ich kann hier nur wiederholt betonen das es mehrfache Anfragen durch mich zur Bitte um die Sperrung meines Kontos gegeben hat. Der Grund sollte hier prinzipiell egal sein und selbst mit Angabe des Grundes hat es zunächst keine Reaktion seitens Bankonbet gegeben. Entsprechend ziehe ich für mich die Schlussfolgerung das hier Fahrlässig mit der Zukunft von Kunden umgegangen wird da die Sperren erst nach Einschaltung einer neutralen Stelle geschehen.

VG zeptan

Dear Bankonbet Casino,

I would kindly ask you to provide the next piece of evidence regarding the player’s balance development after May 9. Specifically, we require detailed information showing the visible amounts and transactions, including gameplay activity and any withdrawals, up until the point where the entire balance was lost.

A game log in XLSX, CSV, or any other convenient format would be ideal for this purpose.

Please feel free to send the requested evidence directly to my email address at jakub.m@casino.guru.

Thank you very much for your cooperation.

Dear all,

We would like to inform that in order to receive the requested data, we have escalated the issue to the relevant team which does their best to provide us the evidence as soon as possible.

Thank you so much for your patience!

Best regards,

Bankonbet Casino team

Dear Kubo,

We would like to inform you that we have sent to you via e-mail the requested document. If anything else needed, we are here to help.

Best regards,

Bankonbet casino team

Dear Bankonbet Casino,

Thank you for providing the requested evidence.

Dear zeptan,

Following the receipt and review of your game log, which shows the development of your balance since your valid self-exclusion request on May 9, 2025, I must unfortunately conclude that, from our perspective, you are not eligible for any refund.

As previously explained, your earlier request on November 22, 2024, to close your account cannot be treated as a valid self-exclusion request. This is because it lacked a critical element: an explicit mention of a gambling problem as the reason for the closure.

While I agree that the casino should have closed your account at that time, we do not consider this a failure in applying their self-exclusion policy. There was no indication - either through your statements or your behavior - that you were struggling to control your gambling.

As noted, your first and only valid self-exclusion request appears to have been submitted on May 9, 2025. However, by that time, your real-money balance had already been reduced to zero, and you were only wagering bonus funds, which were fully spent by May 17, 2025. No further deposits or winnings have been recorded after that point. Therefore, there is no remaining balance that the casino would be obligated to refund.

Therefore, I must regretfully reject your complaint as unjustified.

As part of our Global Self-Exclusion Initiative, we’ve partnered with Bet Blocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to approximately 93,000 gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports multiple languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• Bet Blocker Website

Please note: Bet Blocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo