Bankonbet Casino - Player’s lifetime self-exclusion request is ignored.

FORMAL COMPLAINT – FAILURE TO HONOUR LIFETIME SELF-EXCLUSION – NOK 27,754.28 REFUND REQUESTED

I am submitting this complaint against Bankonbet Casino for repeatedly ignoring my explicit lifetime self-exclusion requests, continuing to offer gambling incentives through its VIP department, and accepting further deposits resulting in substantial financial losses.

1. Explicit lifetime self-exclusion – 12 October 2026

On 12 October 2026 at 16:09, I emailed Bankonbet’s official support address, support@bankonbet.com, with the subject:

"PERMANENT EXCLUSION - LIFE TIME"

I explicitly stated:

"So i made my decision to be permanent self excluded from your site for ever/life time."

"This decision is final."

"All my details thats linked to account should be permanent self excluded."

My request was unconditional and unequivocal. I followed Bankonbet’s own procedure for permanent self-exclusion.

I was struggling to control my gambling and wanted to protect myself from further losses.

2. VIP department contacted me instead of implementing exclusion

On 15 October, just three days after my request, Bankonbet’s VIP department sent me promotional offers, including free bets and deposit bonuses.

On 17 October, I repeated:

"Not intrested. I already request permanent self exclusion."

"Permanent closure/self exclusion. Its final."

On 20 October, I again requested permanent account closure.

On 22 October, VIP Manager Gordon acknowledged:

"I understand that you want to close your account, and I naturally respect your choice."

Yet he immediately offered additional cash bonuses and deposit incentives.

I rejected the offer and again instructed:

"No thanks and good bye. Close the account."

On 23 October, Gordon replied:

"I understand I have a better offer for you then:"

He increased the offer to NOK 1,000 weekly cash bonuses and a 100% deposit bonus of up to NOK 3,000.

This is the most disturbing aspect of the case. I contacted official customer support to permanently exclude myself, yet Bankonbet continued attempting to retain me as a gambling customer.

Why was my final lifetime self-exclusion request followed by escalating VIP bonuses instead of effective account restrictions?

3. Financial losses after self-exclusion

I have carefully reconciled my transaction history using individual transaction IDs.

The documented figures are:

Total player-funded deposits: NOK 47,573.16.

Deposits before my self-exclusion request: NOK 19,818.88.

Deposits after my self-exclusion request: NOK 27,754.28.

Withdrawals: NOK 0.

I am NOT requesting reimbursement of the NOK 19,818.88 lost before my self-exclusion request. I accept those ordinary gambling losses.

However, I demand reimbursement of NOK 27,754.28 in subsequent deposits and resulting losses.

Had Bankonbet implemented my lifetime self-exclusion, these transactions would not have occurred on my account.

4. Continued gambling access almost one month later

On 10 November 2026, I documented that my account was STILL ACTIVE and accessible, 29 days after my original request.

I was able to log in and gamble using an existing bonus. I made no new deposits that day.

I acknowledge that I previously accepted a VIP promotional offer after repeatedly requesting exclusion. However, that does not automatically invalidate my original lifetime self-exclusion.

I requested protection precisely because I was struggling to control my gambling. Continuing to gamble after my request demonstrates why that protection was necessary.

5. Bankonbet’s failure and requested resolution

Bankonbet’s own responsible gambling procedures provide for account closure following a self-exclusion request submitted to customer support.

I followed those procedures exactly.

Nevertheless, the casino continued allowing gambling, offering VIP incentives and accepting deposits.

VIP Manager Gordon has now confirmed that my complaint was escalated internally, but no satisfactory resolution has been provided.

I request Casino Guru’s assistance in obtaining:

A full refund of NOK 27,754.28.

Written confirmation of permanent lifetime self-exclusion.

An explanation of why my exclusion request was followed by VIP retention offers.

Verification of all relevant deposits, account restrictions and internal records.

I can provide the original email from 12 October, subsequent correspondence, complete transaction evidence and screenshots documenting continued account access.

Instead of protecting me from further gambling, Bankonbet repeatedly attempted to retain me through VIP incentives while leaving my account accessible.

A player requesting lifetime self-exclusion should not be forced to repeatedly resist gambling incentives simply to obtain the protection already requested.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you explicitly inform Bankonbet that you were struggling to control your gambling or experiencing gambling-related harm? If so, please specify when and through which channel.
• Please forward your original email of 12 October and the subsequent correspondence with support and the VIP department, including their replies, to veronika.f@casino.guru. If possible, send the emails as original .eml files and include complaint ID 242013.
• Has the casino restricted your account since you submitted this complaint, or are deposits and gambling still available?

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