The player from Germany requested account closure at Bankonbet Casino due to gambling addiction but was initially ignored and lost several thousand euros before the account was finally closed. He now seeks to reclaim the lost funds after his initial closure request and has asked the casino for a statement of his deposits, but has not yet received a response.
Bankonbet Casino - Player's account has been closed improperly.
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1d 15h 2m 6s
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
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Public
6 days ago
Translation
Good evening,
I would like to file a complaint about Bankonbet Casino. On January 15, 2026, I first requested that my account be closed because I am a gambling addict. This request was ignored, and by March 2026, I had lost several thousand euros. In March, I requested closure again and was offered bonus money instead. This is unacceptable, so I requested closure once more, and finally, the account was closed.
Now I would like to reclaim the funds I lost after initially requesting closure. Unfortunately, I cannot specify the exact amount, but it is several thousand euros! I have already asked the casino to provide me with a statement of my deposits, but they have not yet responded.
Therefore, I request your support in obtaining the payment histories since my initial request for closure and in having this amount refunded to me.
I assume it was several thousand euros.
Automatic translation:
Public
Public
5 days 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
Public
5 days ago
Hello,
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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
- 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?
If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@bankonbet.com, and at the same time, include me in the copy of the email at tomas@casino.guru
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."
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
