Bankonbet Casino - La cuenta del jugador fue gestionada incorrectamente tras su autoexclusión.

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.

Do you have an email address I can send my bank statements with transactions I don't want to put online as it has my bank details

Hello Solicitor987,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Matej (matej.l@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,

Attila

Hello Solicitor987, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Bankonbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Bankonbet team.

Dear all,

Thank you for the patience.

We kindly inform you that your account has been permanently closed.

We kindly apologize for any inconvenience .

Please be assured that all communications from our side have been discontinued.

We are happy to return the amount of 1095 EUR from your net losses. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

Bankonbet

Dear Solicitor987,

Thank you for the details that you provide.

We would like to ask you please double-check the account name you provided? Our relevant department noticed a mismatch between the details submitted and the official account name.

Kind regards,

Bankonbet

Dear Solicitor987,

Thank you for the reply.

We would like to ask you to provide the following documents on our email.

photo of marriage certificate made on phone camera as we do not accept screenshots, as well as photos of both sides of identity card also made on phone camera. 

Kind regards,

Bankonbet

Dear Solicitor987, please send the requested documents via e-mail to the casino support team directly. For the sake of online safety, please do not upload any personal details/documents directly to this thread. While I can set them as private so nobdy except me, you and the casino can see it, it is always preferable to be cautious and keep the personal details within direct communication.

Thank you for your understanding and please let us know once you send the documents to the casino.

Dear all,

Thank you for the patience.

We would like to inform you that the refund of the player is successfully completed.

Kind regards,

Bankonbet

This is great news, dear Bankonbet Casino, thank you very much for the update, :)

Dear Solicitor987, please let me know once oyu receive the payment, and whether you consider this complaint resolved to your satisfaction. Alternatively, you can use the "Complaint resolved" button as well.

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

Dear Solicitor987,

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,

Matej