Bankonbet Casino - La cuenta del jugador no está bloqueada como se solicitó.

Good day,

I've been asking the casino to block my account for several weeks due to a self-exclusion. The casino hasn't responded, so I've continued playing and lost a lot of money. I just want it blocked, and I want my recent deposits back.

Guten Tag,

ich bitte das Casino seit einigen Wochen mein Konto wegen eines Selbstausschlusses zu sperren. Das Casino reagiert aber nicht, somit habe ich weiter gespielt und viel Geld verloren. Ich möchte einfach nur das es gesperrt wird und ich möchte meine letzten Einzahlungen zurück.

Dear Kunde25,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether you informed the casino about suffering from any gambling problems?
• Have you contacted casino support via live chat after you found out your request hadn't been processed?
• Could you please share your attempts to exclude me? Forward the self-exclusion requests to my email at [email protected]

As a precaution, send a new self-exclusion request, but this time, include me in the copy of the email

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email Subject should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Banknobet Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, please check our responsible gambing section for tools and information: https://casinoguru-de.com/ratgeber-verantwortungsvolles-spielen

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,

Tomas

Hello, I sent you my chat history via email, in which I asked for it to be blocked several times.

Thank you for your commitment

Hallo, ich habe Ihnen meinen Chatverlauf per Mail geschickt, in diesem habe ich mehrmals um Sperrung gebeten.

Vielen Dank für Ihren Einsatz

Thanks for your reply.

I encourage you to repeat your self-exclusion, making the reason for self-exclusion clear according to the template I shared with you earlier.

Sadly, based on the provided information, we can't conclude the casino had an obligation to protect you from further play, and we won't be able to ask them for a refund.

After you confirm the casino closed your account, the complaint will be closed.

I'll await your reply.

The account has now been closed

Das Konto wurde nun geschlossen

Thanks for the confirmation.

Due to the aforementioned reasons, this complaint will now be 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 issues with any online casino in the future.