Bankonbet Casino - Player’s account has been reopened without consent.

Hi, I closed my account at Bankonbet last year in February due to gambling addiction.

I clearly stated my problem and the casino closed my account after my request.

After almost a year they started sending me emails again with promotion. At some point I wanted to check my account and I found that my account was open and I was even able to deposit. That’s how I lost 100eur. I never asked for them to reopen my account.

Dear Arg513,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you further, could you please provide more details by answering the following questions?

• Can you confirm the exact dates of when you closed your account and when you started receiving promotional emails?
• Could you please forward me the account closure request you sent to the casino back in February 2024?
• Was your account reopened automatically, or did you have to request it be reopened?
• When you checked your account and discovered it was open, did you receive any notification from the casino about the account being reactivated?
• Have you contacted customer support after you noticed that your account has been reactivated?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hi, I closed my account via the live chat. I forwarded you the confirmation I got via E-Mail after my request. My account was opened automatically without my permission and I haven’t received any notification. I started getting promotional E-Mails on 31.January.

Please forward me the original email you received from the casino back in 2024 at [email protected], not just the screenshot. Thank you for your cooperation.

Hi, I just forwarded you the original e-mail I received by the casino.

Thank you for your email. To proceed with your case, we need to see your original self-exclusion request as well.

Dear Arg513,

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.

Hi, like I said before the casino said I can do the account closure via live chat so it would go quicker. And that’s why I did and there was no reason for me to think I needed screenshots to prove something at any point.

The only one that can have any proof is the casino. They seem really concerned about people with gambling addiction as you can see in their reply. So if that’s the case they should be able to admit that this was the reason for my closure. I would be more than happy if you can invite the casino in the conversation. I am sure they need to list the reasons for account closures.

Thank you for your response and for clarifying the situation further.

I understand that this matter is very sensitive and distressing. Unfortunately, we are unable to proceed with the investigation of your complaint at this point. In order to advocate on your behalf, we need clear evidence showing that you explicitly requested a permanent self-exclusion due to gambling addiction and that the casino was aware of this when your account was later reopened.

We do acknowledge the forwarded email referencing responsible gaming resources, but since the original self-exclusion was submitted via live chat and there is no transcript or screenshot confirming that gambling addiction was mentioned, we are unable to confirm that the casino violated responsible gambling rules.

That said, if your account remains open and you feel at risk, we would still be happy to assist you with submitting a proper and verifiable self-exclusion request to the casino, to help ensure your gambling access is permanently restricted from this point forward.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings BankonBet Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to BankonBet Casino and keep me informed about any further developments. Thank you in advance. 

Dear Arg513,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.