Bankonbet Casino - Il giocatore chiede il rimborso dopo che la richiesta di chiusura dell'account è stata ignorata.

Hello everyone,

First of all, I'm sincerely sorry to open a second case within just a few hours. Initially, I was hesitant to open such a case due to my gambling addiction because I couldn't imagine that it would help me get my lost money back.

However, after reading several cases on your site from people experiencing problems similar to mine, which you were able to help resolve, I felt encouraged to seek your support to try the same.

In October, I contacted the casino (unfortunately, I can't recall the exact day since I no longer have the email on my side, but they should have it on their side because I sent several emails to my VIP manager and support) to close my account due to my gambling addiction.

For several days, I repeatedly reminded the casino that my account had still not been closed.

So far, I have not received any response from them.

I have tried reaching out through live chat and via email (to the VIP manager and support). To this day, I have received no response regarding this matter.

Additionally, regrettably, during the month of November 2024, I have deposited and lost over €3,500.

I would like to reimburse this money due to the lack of player protection.

Thank you very much.

Hallo zusammen,

zuallererst tut es mir aufrichtig Leid, dass ich einen 2. Fall innerhalb weniger Stunden eröffne.. Ich hatte mich erst nicht getraut wegen meiner Spielsucht solch einen Fall zu eröffnen, da ich mir nicht vorstellen konnte, dass es was bringt, sprich dass ich das verspielte Geld wieder zurückbekommen kann.

Nachdem ich aber mehrere Fälle auf ihrer Seite gelesen habe die sehr ähnliche Probleme wie ich hatten und denen ihr helfen konntet ihr Geld zurückzubekommen, hat es mich ermutigt es auch auf diesem Wege mit eurer Unterstützung zu versuchen.

ich habe das Casino im Oktober (kann leider den genauen Tag nicht mehr sagen, da ich die Mail auf meiner Seite leider nicht mehr habe, auf deren Seite ist sie aber da, da ich mehrere Mails an meinen VIP Manager und an den Support geschickt hatte) angeschrieben mein Konto aufgrund von Spielsucht zu schließen.

Ich habe das Casino nach einigen Tagen wieder und wieder daran erinnert, dass mein Account immer noch nicht geschlossen ist.

Bislang habe ich keinerlei Reaktion erhalten.

Ich habe es sowohl über den Livechat als auch über Mailverkehr (VIP Manger und Support) versucht. Ich habe bis heute keinerlei Antwort diesbezüglich erhalten.

Zudem habe ich bedauerlicherweise alleine im Monat November 2024 wieder über 3500€ eingezahlt und verspielt.

Das Geld möchte ich aufgrund von fehlendem Spielerschutz zurück.

Vielen Herzlichen Dank

Dear hakanboga,

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). 

Could you please specify the reason for closing your account?

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.

The self-exclusion request indicating your gambling problem is crucial for proceeding with your case.

Thank you very much in advance.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear hakanboga,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.