Bankonbet Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Hello. Since January 31st, I have been sending emails to the support account requesting, PLEASE, that they close my account due to gambling addiction.

They do not respond or are evasive in their replies.

Since that day, I have already deposited approximately 1000 euros due to addiction, which I lost.

They don't close my account, and I am afraid of continuing to spend my money.

Please help me.

Ola. Desde o dia 31 de janeiro que estou a enviar emails para a conta de suporte a solicitar, POR FAVOR, que encerrem a minha conta por motivos de vício de jogo.

Nao me respondem ou sao evasivos na resposta.

Desde esse dia, ja depositei aproximadamente 1000eur por motivos de vicio, que perdi.

Nao me encerram a conta e tenho receio de continuar a gastar o meu dinheiro.

Por favor ajudem-me

Dear playerfromportugalmn,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

it wasn't until the seventh email (10 days after I asked for it to be closed) that they got back to me!

Just do the math on my deposits between January 31st and their reply... that's the amount I want refunded (the account is still open!)

... even after I asked them over and over again in the live chat, even after I threatened to go to the casino guru... they always ignored me, and my losses were high...

só ao sétimo email 10 dias depois de eu pedir o encerramento) é que me responderam!

Basta fazer as contas aos meus depósitos entre o dia 31 de janeiro e a resposta deles... é essa a quantia que pretendo que me restituam (a conta continua aberta!)

... mesmo depois de eu ter pedido vezes sem conta no chat ao vivo, mesmo depois de ter ameaçado que iria recorrer ao casino guru... ignoraram sempre. e o meu prejuízo foi elevado...

I have forwarded the emails to your email address

encaminhei os emails para o seu endereço de email dominika.l@casino.guru

Dear playerfromportugalmn, when exactly was your casino account closed?

Could you please share your deposit history?

My account was closed about a week ago. I can't access the account now to see the deposits I've made, but the casino has this detailed information. Is it possible to ask them?

A minha conta foi encerrada ha aproximadamente uma semana. Eu nao consigo aceder à conta agora para ver os depositos que fiz, mas o casino tem essa informação detalhada. Sera que é possivel lhes solicitar?

Dear playerfromportugalmn, could you please provide the exact date of the account closure?

February 12, 2025, as shown in the image

12 de fevereiro de 2025, conforme imagem

Thank you very much, playerfromportugalmn, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear playerfromportugalmn,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bankonbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bankonbet Casino,

Could you please provide detailed information regarding this case and explain why the player’s emails were not addressed, and his account remained open until February 12, despite multiple mentions of his gambling problem and explicit requests for account closure?

I appreciate your clarification on this matter.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

We are currently investigating the matter and will provide updates as soon as we have them.

We appreciate your patience.

Best regards,

Bankonbet team

Dear Bankonbet Casino,

Have you had a chance to review the player’s issue? Could you kindly provide an explanation as to why the player’s self-exclusion was delayed for almost two weeks?

Thank you for your attention to this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear playerfromportugalmn,

I wanted to inform you that I have escalated this matter directly to the casino representative via an external channel. They apparently need a little more time to conclude the investigation into what happened and what caused the delay in applying your self-exclusion. I’m confident the casino will provide a response soon.

Additionally, could you please provide proof of the deposits made to the casino between January 31 and February 12? This can be in the form of screenshots from your internet/mobile banking or a bank statement where all transactions to Bankonbet Casino are visible. Please send the proof to my email at jakub.m@casino.guru.

Thank you.

Dear Bankonbet Casino,

I’m reiterating the request for an update regarding the situation with the player’s self-exclusion, which was delayed and caused significant losses during this period. Have you already completed the investigation? What are the results? Please provide an update as soon as possible.

Thank you.

Thank you for your attention.

I'll provide you with everything you need, but it's difficult for me to obtain this proof, since all I have on my bank statement is the reference. Can't you ask the casino for a list of the deposits I've made in the last two weeks? Because I suspect that the amount is even higher than 1000eur.

Thank you

Obrigado pela atenção.

Eu forneço tudo o que precisarem, mas é difícil para mim obter esses comprovativos, uma vez que no meu extracto bancário so tem a referência. Será que não podem pedir ao casino a relação de depósitos que eu fiz nessas duas semanas!? É que eu desconfio que o valor é até superior a 1000eur.

Obrigado

Dear all,

Thank you for your patience.

We would like to inform you that we have concluded our investigation and emailed the customer. Looking forward to their reply.

Best regards,

Bankonbet.com

I want to thank CasinoGuru for all their hard work and dedication; I want to thank the exemplary team at Bankonbet casino: they have refunded the money in question.

Thank you all very much.

Quero agradecer ao CasinoGuru, por todo o trabalho e dedicação; quero agradecer à equipa exemplar do casino Bankonbet: procederam à devolução do dinheiro em causa.

Muito obrigado a todos.

Dear playerfromportugalmn,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo