Bankonbet Casino - Player's account remains open despite self-exclusion request.

Hello

I requested to be self excluded on Apr 15th, I did get a response on Apr 16 asking if I would like to proceed I replied confirming my self exclusion. Now I have a very serious gambling problem im constantly battling this illness so I got an email Apr 26th from a different VIP saying if I chose to exclude I will lose my 30 cents I have in my account. My account is still open So having the addiction issue i have now today I have lost another $1400.

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Dear Charliejoe1234,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika