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Casino: BankonBet (bankonbet.com)

Subject: Unjust account block, extremely low slot returns, and lack of resolution despite high turnover

Dear Casino Guru team,

I am filing this complaint regarding serious issues I’ve experienced with my account on BankonBet.

From March to early June 2025, I deposited over €15,000 on the platform. I played mostly high-stakes slots such as Fireballs 2 (by Fugaso), Crown Diamonds (by Playson), and Scarab Temple. My bets ranged from €5 to €50 per spin, with thousands of euros wagered in a short period.

Despite this, I received extremely poor returns — including bonus rounds that paid as little as €6 and many spins with no payout. The overall RTP I experienced is far below industry norms and appears suspicious. I have kept detailed records, screenshots, and logs of my sessions.

After noticing this, I contacted BankonBet’s support team multiple times. Instead of receiving a clear reply or fair review, I was passed from one agent to another, receiving only vague or automated responses. Eventually, without warning or justification, my account was blocked.

Now, I cannot log in, access my history or balance, or continue the discussion with their support. No reason has been provided for the block, and I believe this action violates my rights as a customer, especially given the size of my deposits and the lack of transparency.

Therefore, I kindly request the following:

1. A full explanation and investigation into why my account was blocked.

2. Review of my slot play, including RTP and fairness of the specific games mentioned.

3. Refund or compensation where applicable, based on my verified activity and lack of returns.

I remain available to provide evidence (screenshots, transaction history, chat logs) upon request.

Thank you for your time and assistance.

Sincerely, 

Georgios Ch**** 

[email address hidden by Casino Guru]

Dear Delorean45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case regarding the RTP issue, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.

Regarding the closure of your account, please allow me to ask you a few questions to clarify your situation:

• Has your account been closed permanently, or only temporarily, while it is being "investigated"?
• Have you passed any KYC verification, or at least submitted any identity documents to the casino?
• What was the balance in your account at the time the casino closed it?

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you for your response.

My account has been closed temporarily, according to the casino, due to an "investigation."

I have already submitted all the required KYC documents, including proof of identity and address, and my account was fully verified before it was blocked.

The balance in my account at the time of the closure was with no money.

Additionally, I would like to emphasize that I have been trying for over a week to get a clear explanation from the casino regarding what exactly is being investigated. Despite being a high-volume VIP player, they have shown complete disregard for my inquiries and have failed to provide any meaningful updates or transparency.

I am willing to provide any further documentation or evidence you may require. However, I strongly believe that this level of treatment towards a verified and loyal player is unfair and should be taken into account in the evaluation of my case.

Thank you in advance for your assistanc

Dear Casino Guru team, also

I would like to submit a serious complaint regarding the Fugaso slot "Fireballs 2" on the Bankonbet platform.

Over the last 2 months, I have been playing this slot with high bet sizes ranging from 4€ to 20€, with very frequent and consistent gameplay. Despite the high volatility and betting amounts, I was **never** once triggered into the bonus round during this entire period.

As a result, I have lost approximately **€4,500–€5,000** exclusively on this game. This behavior seems statistically improbable and raises serious concerns about the fairness or technical integrity of the slot.

I would kindly ask you to investigate the issue and assess whether the game was functioning properly during this time, and whether a refund or compensation is justified.

Thank you in advance for your attention and assistance

Dear Casino Guru Team,

I would like to formally update and reinforce my complaint regarding the handling of my account by BankonBet.

Despite repeated attempts to get a clear update, I continue to receive vague, contradictory, and unhelpful responses from their support team:

Via WhatsApp, I was told that the account will be reviewed "as soon as possible" with no timeframe promised – a completely non-committal and generic response.

Via Live Chat, I was referred to an email address (complaints@bankonbet.com) which I have already contacted multiple times with no reply whatsoever.

It is clear that the company is intentionally deflecting and delaying without transparency or accountability.

In the meantime, my account remains restricted, blocking my ability to use my balance, play, or potentially recover any of my losses.

This behavior amounts to:

Unfair treatment of a high-turnover player

Violation of basic consumer rights

Lack of transparency and due process

I ask that Casino Guru urgently steps in to evaluate and escalate this case, as I am being denied the right to know:

Why my account was blocked

What is being investigated

When this process will end

I am prepared to escalate further to MGA or the relevant Curacao authority if needed.

Thank you for your attention and support.

Dear Delorean45,

Thank you for your detailed responses and for providing additional context to your complaint.

After reviewing all the available information, we regret to inform you that we are unable to assist further in this matter.

Firstly, regarding the closure of your account, we understand this was done during an internal investigation and that there was no real-money balance at the time. In such cases, casinos are generally allowed to terminate a player’s account at their discretion, provided that no funds are withheld. Therefore, we are unable to challenge the casino’s decision on this basis.

Secondly, concerning your concerns about unusually poor returns and the performance of slot games, while we understand your disappointment, especially given the high stakes and volume of play, such experiences alone do not constitute evidence of malfunction or unfair behavior. All licensed games are designed with a built-in RTP (Return to Player) and variance, which means that even extreme losing streaks can occur, particularly in high-volatility games. Unless there is concrete technical evidence or an official acknowledgment of an issue by the provider or casino, we are not able to investigate RTP-related complaints further.

As we have not received any indication of a rule violation, a technical error, or withheld funds, we must now consider this complaint closed.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

Casino.Guru Team