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.

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.

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

Hello Veronika

I have forwarded you the emails, thank you.

Dear Charliejoe1234

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,

Veronika

Dear Charliejoe1234,

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 Charliejoe1234,

Thank you for bringing this matter to our attention.

We take such claims very seriously and have already initiated a thorough internal investigation regarding your account status and the communications mentioned.

We kindly ask for your patience while we review the case. We will provide an update as soon as possible.

Best regards,

Bankonbet Casino Team

Thank you

Dear Charliejoe1234,

Thank you for your patience while we investigated your case.

We have just sent a detailed email to your registered email address regarding the resolution of this matter. Please take a moment to review it and get back to us at your earliest convenience.

Best regards,

Bankonbet Casino Team

Thank you, I have responded to the email.

Dear Charliejoe1234,

Unfortunately, we have not received your reply in our system yet.

Could you please try to resend your email?

We are looking forward to receiving your details so we can proceed.

Best regards,

Bankonbet Casino Team

Hello , I just resent please let me know if it was received. Thank you

Dear Bankonbet Casino,

Thank you for joining the complaint and for your proactive approach. The player has resent their email to you.

Please let us know whether you have received the email. Additionally, I would like to ask you to share any information regarding this case. Thank you.

Dear Charliejoe1234,

Thank you for your response. We are concerned to hear that you have resent the email, as it is still not appearing in our system despite our thorough checks.

Dear Igor,

Since the direct emails are not coming through for some reason, would it be possible for you to receive the email from the player and forward it to us? We want to ensure that the player’s sensitive information reaches us securely so we can proceed.

To be transparent about the situation: we have offered a refund of the player's losses. To process this, we need their preferred payment method—either Bank Transfer or Crypto wallet—along with the necessary details.

Once we receive this information, we will be able to finalize the transaction.

Thank you for your assistance and mediation in this case.

Best regards,

Bankonbet Casino Team

I have forwarded the email to Igor and the casino again.

Thank you

Dear Charliejoe1234,

Thank you for your quick response and the email.

Dear Bankonbet Casino,

I forwarded the player’s email to complaints@bankonbet.com. Please let me know whether you have received the email or once there is any news to share.

Dear Igor,

Thank you for your message.

Unfortunately, we have checked our system and it appears that the email you forwarded has not been received.

However, to ensure this matter is resolved without further delay, we have just sent an email directly to you in reference to this complaint, requesting the necessary information to proceed.

Could you please check your inbox and reply to our email with the player's banking details once you have them, so we can finalize the process?

Thank you for your cooperation.

Best regards,

Bankonbet Casino Team

Dear Bankonbet Casino,

I have received your email and replied with the player’s bank details.

Please let me know once you have reviewed it and what the current status of the refund is.

Thank you for your cooperation so far.

Dear Igor,

Thank you for your update.

Unfortunately, we have thoroughly checked our inbox (including our spam and junk folders), but we have not received your email with the details. We are sorry for any inconvenience this may cause.

As an alternative, could you please check if it is possible to share this information here on the platform using a hidden/private message that is only visible to us and not accessible to the public?

Thank you for your cooperation and assistance!

Best regards,

Bankonbet Casino Team

Dear Charliejoe1234,

As it seems, there is an issue with delivering emails to the casino.

I would kindly ask whether you would give me permission to share your bank details as an attachment directly in this thread.

Don’t worry, the message will be marked as sensitive, and no personal information will be made public.

Hello Igor

Yes you have my permission to share my bank details on this thread.

Thank you so much!

Dear Bankonbet Casino,

Here is a screenshot of the original email sent to you containing the player’s bank details.

Please review it and let us know once there is any news to share. Thank you in advance.

Dear Charliejoe1234,

We are pleased to inform you that the refund has been successfully processed from our end to the bank account details you provided.

Please note that the timeframe for the funds to reflect in your account now depends entirely on your banking institution and their standard processing procedures.

We would like to take this opportunity to thank both you and the forum representative for the cooperation and assistance throughout this process in reaching an amicable resolution.

Best regards,

Bankonbet Casino Team

Dear Bankonbet Casino,

Thank you very much for confirming that the refund was processed and for your overall cooperation throughout this case.

Dear Charliejoe1234,

According to the casino, the refund was fully processed on their end. It might take a few days until the payment arrives in your bank account.

Please let us know once you receive the money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Charliejoe1234,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor