Bankonbet Casino - Player's account was improperly managed after self-exclusion.

I have already put this complaint on askgamblers and bank on bet no response. I had all evidence email. I will be taking this matter further if it is not resolved.

I asked to be self excluded after making bankonbet aware that I had a gambling problem. On May 12th they said that I was self excluded and account closed I have the email evidence. A week or two later I was able to deposit and bet even though I was self excluded. I went on the chat to make them aware and have since sent a complaint letter and looking for a refund of monies i deposited since been self excluded. But they are ignoring me. This is a very serious breach of policy and I will be taking this matter further if not resolved . I would keep away from this site

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Hello,

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

I used the same account I only have one account and the same email address it was the exact account as I looked back on the history. I made them aware on live chat I wanted to close my account I said I had a gambling problem and wanted to be close I was told to email them and told them I had a problem and to self exclude. The closed my account and sent me an email confirming this with the chain of email saying I wanted to be self excluded. A week or so later I was able to deposit. I have all the emails confirming this. This is a serious breach of regulations. I look forward to hearing from you.

Thank you for your reply. Could you please forward your self-exclusion request along with receipts of your deposits made following the reopening of your account? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please confirm whether you currently still have access to your account?

Thank you for your patience and cooperation.

I can't get access to my account. I will email you the self exclusion request. I can send a screen shots of the funds from my bank account

Thank you for your response and for forwarding your self-exclusion request. Could you please provide a proof of the deposited funds as well?

I look forward to your reply.