BetBona Casino - La cuenta del jugador se cerró más tarde de lo solicitado.

I have sent the email to the support of this casino requesting permanent account closure due to gambling addiction problems. The email has been sent on the 14th of November (as you can see in the attached screenshot).

They ignored my request and let me play there and even fully verify my account afterwards.

Also, when I asked if I can continue playing at their site, they assured me that I can via chat and that they disregarded my request.

That led to me depositing additional 805.24€ in the following 10 days .

This morning, when I asked for the cashback that was due to me, according to their reward system, they informed me via chat that my account is about to be closed fue to gambling related problems that I expressed.

And they closed the chat as well ad my account.

I am seeking your help in getting the refund of my money deposited after my initial request for the permanent account closure.

Thank you

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.

Dear purpledot,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self exclusion resolution procedure

You can always contact our support department at support@betbona.com and ask to terminate your betbona.com account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before.

• Did you happen to receive any written confirmation from the casino regarding the acceptance of your account closure request?
• Additionally, are you currently able to access your account?

Thank you very much in advance.

Best regards,

Petra

Dear Petra,

Thank you for you reply and interest in helping me in my case.

No, I have never received any reply confirming their acceptance. Not even the acknowledgement that they received the email and are working on it.

In the meantime they were working diligently on the full verification of my account from their kyc department, after I submitted the closure request.

You will agree with me that it is impossible that they weren't aware of my request for the account closure, while FULLY verifying my account. Which proves that they done it deliberately, in order to extract ad much money as possible from me.

Looking forward to hear back from you.

Also, I am not able to access my account, since yesterday and after I asked for the due cashback in live chat.

There was definitely no official email informing me about their decision, which should occur and occur long time ago, instead they proceeded with full verification of my account (which I have a proof of) which was automatic confirmation that I can continue playing at their site (as it occured several days after my initial request for the permanent account closure.

The chat representative (upon me asking about the due cashback) "quickly" informed me that my account has been closed and closed the chat immediately, without even giving me that chance to request the chat transcript

Thank you for your reply and for providing the previous details, purpledot.

Could you provide previously mentioned additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I have sent you the email Petra

Dear Petra,

as requested, I am sending you all the documents that I have.

I will attach them in orderly manner and they include chat transcript, account full verification, my requests for weekly cashback and refund after closure as well as all the successful deposits/withdrawal that occured after my permanent account closure request.

You already have my permanent account closure request in form of email that I have sent you here with the initial message.

Keep in mind that till this day casino have never sent an official email informing me about the account closure and they ignored all my emails

The PDF format documents I was unable to attach here so those I will be sending you via email.

Dear Petra,

I would highly appreciate if we "speed up" this conversation as I want to get my money back and don't want to give them too much time. But if we gonna reply every 6/7 days, that is not going to help.

I am deeply upset about what they did to me and I trusted your high safety index, 8.4.

They don't deserve index 2

Dear purpledot

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 Kubo (jakub.m@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,

Petra

Dear purpledot,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BetBona Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BetBona Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Jakub,

On top of your question directed to BetBona casino, I would like to additionally ask the following :

1. Why they ignored my request for 10 days?

2. Why they instead initiated full KYC verification and therefore verified my account?

3. Why they assured me that I can continue playing at their site (via chat toi) which resulted in me depositing additional 884€ after the closure request till their late, sudden, without any acknowledgement, closure of my account.

4. Why (till this day) I never got official confirmation that my account has been closed due to my request).

I am waiting for my money to be refunded in full, which is 884€.

Thank you

Also, I kept getting promo material via email, after my permanent account closure request.

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.

This is how you do it? They take people's money and all they have to do is ignore the messages?

I am heavily disappointed. You gave them the high rating and that made me have trust with the casino and therefore put my money in.

So I am holding you accountable as well.

Dear purpledot,

Firstly, please note that we do not consider ourselves accountable for the issue itself; however, we are still making every effort to assist you. Secondly, no - this is not how the process works. If the casino chooses to ignore our messages, the complaint will be closed as unresolved, which will negatively affect the casino’s rating.

I am not entirely sure what you expect us to do beyond this. Our casino reviews are based on objective facts, user experience, and complaint outcomes. This does not mean that a casino automatically deserves a lower rating simply because you believe it should. Additionally, please refrain from placing the blame on us. You approached us for assistance, and we are doing everything within our scope to help. If the casino decides not to cooperate, that does not undermine our efforts.

To clarify further, this is the first complaint ever submitted against BetBona Casino on our platform. This does not automatically mean that they will not cooperate, nor does it mean that they do not deserve their current rating.

I will now contact the casino’s representatives through alternative channels to assess their response and will inform you as soon as I receive any feedback.

Thank you for your understanding.

Dear Kubo,

Thank you for your reply whilst I appreciate your effort in this case.

First of all, I am not putting any blame on the Casino Guru.

I have stated that the high rate of the casino was misleading in my case, as otherwise, I would never play on that casino.

Another thing, It is my right to have my opinion, if it turns out that I don't get my money back. Do I?

What I believe or don't doesn't matter at all. What matters are the facts and all the evidence I provided you with.

What do you think, after reviewing the case carefully, do they deserve the rating they have and would you be (from the player's perspective) comfortable to deposit at such casino?

Another thing... Why am I not able to search and find the BetBona casino on your website? It is weird that I cannot. As I would like to leave the review from my experience...

Thank you and have a great day!

Dear purpledot,

Wishing you a Happy New Year 2026!

Thank you for your message. I would like to inform you that I have already been in contact with a casino representative. While this person was not directly responsible for handling such issues, we should be connected with the appropriate contact very soon.

I understand your frustration, but please rest assured that I have not forgotten about your case nor stopped working on it. I have been continuously requesting the necessary information, and the situation is now progressing in a positive direction. I believe you will understand that the recent delays were caused by the holiday period; however, from now on, all parties should be back at work and ready to cooperate.

Therefore, I have reset the timer for the casino’s response once again and will inform you as soon as I receive further information.

Thank you for your patience and understanding.

Dear purpledot,

I would like to inform you that I have now managed to get in touch with the responsible person.

In the meantime, could you please confirm whether, following the closure of your account, it was ever reopened to allow you to withdraw any remaining balance?

Thank you for your cooperation.

Dear Kubo, no it was never reopened.

Also, what is the update about the communication you had with the responsible person?

Thank you

Dear purpledot,

Thank you for your patience while we reviewed your case in detail.

According to the information provided by the casino, your account was originally closed on November 19, 2025. Unfortunately, due to a technical issue on their side, the account was later reopened. The casino has acknowledged this as an error and has offered to compensate you for the losses incurred after the account was mistakenly reopened. This amount totals €530, representing deposits made between November 18 and November 23.

I understand that you were hoping to receive a refund for the full amount deposited after submitting your self-exclusion request on November 14. I’d like to explain why, in this specific situation, we are unable to pursue a refund beyond the €530 that the casino has independently offered to reimburse.

In most online casinos, self-exclusion requests are processed manually by dedicated teams. This means that some time is required to ensure each request is handled correctly and responsibly. To prevent misuse of this process—such as no-risk betting during the processing period—a reasonable timeframe of a few business days is generally allowed for casinos to implement the necessary measures.

In your case, the casino took the required action within this accepted timeframe. What occurred afterward (the reopening of your account) was a mistake on their part. The casino has recognized this error and is willing to refund the losses that resulted specifically from that issue.

The casino representative has also informed me that you were offered two options to receive this compensation:

• Direct withdrawal to a cryptocurrency wallet, or
• Withdrawal back to the Revolut card you used for deposits.

You were advised to contact the casino’s KYC department to confirm the relevant details.

Could you please confirm whether you are aware of this refund proposal?

Thank you very much for your understanding.

Dear Kubo,

Thank you for your assistance in this case and for doing everything possible to get my money back.

I understood the process and I agree with the amount of 530.

Therefore, I am aware of the refund proposal.

Thank you once again and have a great day.

Dear Kubo,

May I inform you that it's been 48 hours since I've sent the email to the casino's KYC department.

I haven't received the acknowledgement of the receipt from the casino ever since,although I kindly asked them to do so.

Dear Kubo,

The casino is still not responding to my emails niether they did the due payment. It's a week now...

Hello purpledot,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear purpledot,

I sincerely apologize for my recent unresponsiveness due to work unavailability.

Dear BetBona Casino,

Could you please confirm that you have received the email from the player containing the details on how to proceed with the refund? Additionally, could you provide an estimated timeframe for when the refund will be released?

Thank you for your cooperation.

Dear Kubo,

May I inform you that I received thw due refund from the casino therefore it's settled.

Thank you for your assistance!

Dear purpledot,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo