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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4d 10h 6m 49s
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
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3 weeks 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.
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3 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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3 weeks 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
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3 weeks ago
TranslationGood day Tomas,
I haven't had access to the account since the end of March. However, I first requested closure on January 15, 2026, and it was ignored. Then I gambled away several thousand euros again and requested closure once more on March 26, 2026, due to gambling addiction. I was then offered a bonus of €120, which I naturally accepted due to my addiction. After that, I requested closure again, and it was finally closed.
The last deposit was made in March. I had already gambled away a lot of money before the initial request for closure due to gambling addiction, and since then, I've lost several thousand euros. I can't give you the exact figure because I no longer have access to my account history. The casino was supposed to provide it to me, but they haven't so far.
Yes, the casino has already responded to me and refused the refund.
I have sent you all sorts of evidence, more emails than screenshots.
I need help; it's a lot of money. I want to see what I deposited after the initial self-exclusion request and get everything refunded. Ideally, I'd like a full refund, including the deposit made before the self-exclusion request, since the casino is run by a company where I was previously banned.
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2 weeks ago
Thanks for your patience and for the information provided.
According to the screenshot you shared, the casino responded to your emails sent in March and July with automated messages; however, I don't observe any automated messages to your request sent in January.
Has the casino responded to your request from January 2026 at all? Would you be able to share a screenshot of the ticket number that was assigned?
Please let me know.
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2 weeks ago
TranslationGood morning,
No, the casino did not respond to my request to close in January. I seem to recall that I initially requested closure via chat and was subsequently told to do so via email.
I didn't receive a response in January to my request to close the account, and I can't send you a ticket number from January because I can't find it in my emails anymore. I might not have the email anymore because I occasionally sort through my emails, but I definitely requested closure in January due to my addiction and used the correct Bankonbet email address for this. This is also evident in the screenshot you already sent, and I didn't receive any notification that the email was undeliverable. You definitely received the email.
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2 weeks ago
TranslationI just checked my email inbox and noticed that automatic replies from online casinos often end up in spam, and the spam folder is only accessible retrospectively for a maximum of 2 weeks.
This means that the email may have ended up in the spam folder in January, and therefore I no longer have access to it.
However, I definitely sent a request for closure in January, which, as so often happens, was not answered.
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2 weeks ago
Thanks for your reply.
Sadly, if a casino doesn't respond to your self-exclusion request due to a gambling addiction from January, you should attempt to contact the casino again via the same and other alternative channels. If only one request was sent, with no evidence that the request was acknowledged, the casino's fault in failing to protect the player can't be determined, since they might not have received the message.
From our perspective, after the casino acknowledged receiving a request in which you disclosed your gambling issues, the casino acted correctly in closing your account.
Please let me know if there is any information I might have overlooked.
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2 weeks ago
TranslationI'm afraid I absolutely disagree with your views. We live in the year 2026 and emails definitely reach the operator.
As a casino guru, you have already assisted me in similar cases, from the same parent company, which uses the same systems.
As a casino guru, you deemed player protection inadequate in these same cases. Other casinos within the same group allegedly failed to deliver emails, and these casinos acknowledged their systems as faulty and admitted their errors. I checked my email provider again, ensuring the email address was entered correctly, and the January email is now marked as delivered, a fact confirmed by my provider. If an email is not delivered, you receive a notification that it was undeliverable!
My email, in which I requested self-exclusion due to gambling problems, HAS REACHED THE CASINO.
The casino, like its subsidiaries, did NOT respond, causing me to lose considerable sums of money! I experienced this exact same ignorance WITHOUT confirmation emails (precisely BECAUSE their system is faulty) at their subsidiary casinos, where they successfully helped me and I received a refund!
Therefore, I ask you to judge this case with the same fairness and foresight as you have done before!
I reiterate that at the other casinos, it was sufficient for you that I requested a self-exclusion and it was ignored (without a confirmation email). Again – the email from January was definitely delivered, and it's not my problem if the casino's systems aren't working perfectly!
I request a statement from the casino and a refund of the sums since [date]. I request self-exclusion from January 2026!
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2 weeks ago
TranslationIn the meantime, I checked with GMX and the email was definitely sent successfully, so the technical error is CLEARLY with Bankonbet (just as was the case with their sub-casinos, which admitted the errors and refunded the sums without any problems!).
Tomas, you were copied on several emails to Bankonbet, most recently on the email where I asked the casino to review the case again, since their subsidiary companies admitted the errors and refunded the sums from the same account!
Bankonbet doesn't even have the decency to reply to this email!!!
I request a prompt response, not after a week. I want to resolve this matter quickly and successfully!
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1 week ago
Dear Joko888,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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1 week ago
Hello Joko888,
I am sorry to hear about your troubles. I am Martin, and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Bankonbet Casino representative to enter the discussion.
Dear casino representative,
could you please review the case and clarify how the player’s account-closure requests were handled?
The player has provided a screenshot showing that, on 15 January 2026, he sent an email to support@bankonbet.com requesting permanent self-exclusion due to gambling addiction. However, he did not receive a response or confirmation, and his account remained accessible. Could you please confirm why the email was not processed at the time?
We would also appreciate the player’s transaction history covering the period between 15 January and the account closure, so that the disputed amount can be established. Any internal or account-level evidence may be sent privately to martin.l@casino.guru.
Thank you in advance for your cooperation and for providing us with your view of the situation.
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5 days ago
Dear all,
Kindly be informed that our team is reviewing Joko888's claim and we'll return to you shortly with a clear update.
Dear Martin,
We kindly request to check the evidence provided via email.
Thank you for your cooperation.
Kind Regards,
Bankonbet Casino Team
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5 days ago
TranslationGood morning,
Thank you for the information.
Martin, could you please send me the documentation via email as well?
Bankonbet Support, I would appreciate a timely response.
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5 days ago
Dear casino representative,
thank you for your swift response, I have replied to your email.
Dear Joko888,
thank you for your patience. Unfortunately, I am unable to send you the evidence unless the casino would explicitly agree to it. Please note these are often confidential internal files, which cannot be shared among 3rd parties.
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5 days ago
TranslationGood day Martin,
Thank you very much for the information.
Representatives of Bankonbet, I request access to my personal data that Martin has received.
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3 days ago
Dear Joko888,
We kindly request to check the refund offer provided via email.
Thank you for your cooperation.
Kind Regards,
Bankonbet Casino Team
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3 days ago
TranslationDear Bankonbet,
The amount mentioned seems very low to me. I would ask you to send me the deposit history.
Ideally, we could do it today so we can close the case today. I remember the sums involved being significantly higher.
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3 days ago
Dear parties,
thank you both for your updates.
Dear Joko888,
could you please let us know what the casino's offer was? According to our calculations based on you deposit history, you seem to be entitled to 824 EUR.
In case you believe this amount is not correct, please provide us with a transaction history of the payment method you have used for casino deposits, covering January, February and March. Additionally, have you played in other casinos as well?
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3 days ago
TranslationThey offered me €650.
Yes, I played in other games as well, so it's hard to understand. But if it really is €824, then I want to be refunded €824.
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