Bankonbet Casino - Player's account remains closed with no reply.

I want to claim all of my deposits made in this casino after opening a support with the casino stating that I have a gambling addiction and I wanted to close my account, I stated this is their chat and in the email support that they indicated. The date I send the email was in 30/01/2026 and I never had a replied from them.

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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.

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Dear sandmanmmm,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@bankonbet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello on the chat they said I need to the email to this support@bankonbet.com,  So I did and I use the email registered on the caisno to send the email to them.

For any kind of documentation for KYC, I don't remember but I know was accounrt was verify.

Dear sandmanmmm,

Thank you for your reply. Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

Additionally, do you still have access to your account? When was the last time you made a deposit into your casino account?

Thank you for your patience and cooperation.

My account was closed after I made complaint with the casino regarding a refund. My last deposit was made on the 30/04/2026.

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, Igor (igor.p@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,

Attila

Dear sandmanmmm,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bankonbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Bankonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bankonbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear sandmanmmm,

We regret to learn about your situation.  

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Kind regards,

Bankonbet Casino team.

Dear Bankonbet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear sandmanmmm,

Following a review of your account and the concerns raised, we can confirm that the refund amount due is 2,380 EUR.

We have sent a separate email to Igor, attached with evidence to support our aforementioned statement.

Once we receive your confirmation, we shall immediately proceed with the refund process.

We look forward to receive an update at the earliest as possible.

Kind regards,

Bankonbet Casino team.

I accept the refund amount, mentioned in the response above from Bankonbet.

Dear sandmanmmm,

Thank you very much for your quick reply and for letting us know that you agree with the offered refund.

Dear Bankonbet Casino,

The player agrees with your offer. Please let us know what is required from the player in order to proceed with the refund.

Thank you very much for your cooperation so far!