Hello,

I've been trying to have my Bankonbet account closed for several years, starting on November 22, 2023, due to gambling addiction. I expressed this in my emails to support, stating "I'm no longer interested in online casinos." I sent my request to close the account to support countless times. I never received a response, but instead, "VIP advisors" contacted me, motivating me to play even more.

Since then, I've burned through thousands of euros, probably significantly more than the amount in dispute. This is a constant burden for me, as I sometimes log back in after months of abstinence, deposit more money, and gamble away more.

I'm asking you to help me! Given the lack of player protection, what options are there to get a partial refund of my deposits? If my request had been processed and my account blocked, I would never have been able to deposit such amounts there!

Thank you for your help!

Hallo,

ich versuche bereits seit mehreren Jahren, erstmal am 22.11.2023, mein Konto bei Bankonbet aufgrund einer Spielsucht sperren zu lassen. Dies habe ich in meinen E-Mails an den Support mit "ich habe kein Interesse mehr an Online-Casinos" ge?u?ert. Meine Bitte zur Schlie?ung habe ich unz?hlige Male an den Support verschickt. Niemals gab es eine Rückmeldung dazu sondern aufeinmal kontaktierten mich "VIP Berater" die mich umso mehr zum spielen motiviert haben.

Seit dem habe ich tausende von Euros, vermutlich deutlich mehr als im Feld zum Streitwert dort verbrannt. Dies belastet mich immer wieder da ich teilweise nach Monaten der Abstinenz wieder den Login durchführe und weiteres Geld einzahle und verspiele.

Ich bitte euch mir zu helfen! Welche M?glichkeiten aufgrund des fehlenden Spielerschutzes gibt es um einen Teilbetrag meiner Einzahlungen rückerstattet zu kriegen? W?re meine damalige Anfrage bearbeitet und mein Konto gesperrt worden, h?tte ich dort niemals derartige Summen einzahlen k?nnen!

Vielen Dank für Ihre Hilfe!

Dear zeptan,

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 your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information with my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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 Bankonbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded 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, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

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

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Tomas,

I would be happy to answer your questions.

Can you please let me know if your account has been suspended or if you can still access it?

Despite numerous requests, my account hasn't been blocked to date. I can still log in.

Could you please inform me of your self-exclusion requests? Please send me the information by email to

I will be happy to forward any emails I receive directly to you.

Can you please tell us when was the last time you were able to make a deposit at the casino?

I made my last deposit on May 3, 2025.

Has the casino already responded to your refund request? What was the casino's response?

I never received a direct response via email to my inquiries about closing the account. During my conversations with the "VIP advisors," I also expressed my wish and received the response, "Reconsider and contact me via email." I did this and still received no response. I would have requested a refund immediately after the closure. It was important to me that the account be closed first, without the possibility of reopening it.

I'll send out another email about the closure immediately and give you a copy.

Thank you for your help!

VG zeptan

Hallo Tomas,

deine Fragen beantworte ich Dir sehr gerne.

K?nnen Sie mir bitte mitteilen, ob Ihr Konto gesperrt wurde oder ob Sie noch darauf zugreifen k?nnen?

Mein Konto wurde trotz der vielen Anfragen bis heute nicht gesperrt. Ich kann mich noch immer dort anmelden.

K?nnten Sie mir bitte Ihre Selbstausschlussantr?ge mitteilen? Bitte senden Sie mir die Informationen per E-Mail an [email protected]

Alle mir vorliegenden E-Mails leite ich gerne direkt an dich weiter.

K?nnen Sie uns bitte mitteilen, wann Sie das letzte Mal eine Einzahlung im Casino t?tigen konnten?

Die letzte Einzahlung habe ich am 03.05.2025 get?tigt.

Hat das Casino bereits auf Ihre Rückerstattungsanfrage reagiert? Was hat das Casino geantwortet?

Auf meine Anfragen zur Schlie?ung des Kontos habe ich nie eine direkte Antwort per E-Mail erhalten. Bei den Gespr?chen mit den "VIP Beratern" habe ich meinen Wunsch ebenfalls ge?u?ert und bekam die Antwort "überlegen Sie es sich nochmal und melden Sie sich per E-Mail". Dies habe ich getan und weiterhin keine Antwort erhalten. Die Rückerstattung h?tte ich direkt nach der Schlie?ung angefordert. Mir war wichtig das erst das Konto ohne M?glichkeit auf Neuer?ffnung geschlossen wird.

Die erneute E-Mail zur Schlie?ung schicke ich sofort raus und setze dich in Kopie.

Vielen Dank für die Hilfe!

VG zeptan

Thank you very much, zeptan, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), 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 zeptan,

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 kindly provide a detailed update on this case? In particular, I would appreciate clarification on why the player's account remains active despite multiple closure requests, including explicit mentions of a gambling problem.

Thank you in advance for your response!

Best Regards,

Kubo

Dear zeptan,

Thank you for sharing your concerns regarding the matter.

We would like to provide some clarity regarding the status of your account and the points you’ve raised.

Firstly, please note that your account has now been permanently closed, and it will not be reopened under any circumstances. This decision has been made with your well-being as our priority.

In your recent message, you mentioned that you had previously informed us multiple times about having a gambling addiction and that your account should have been closed as a result. We have carefully reviewed all records and communications linked to your account, and we were unable to locate any correspondence where a gambling addiction was explicitly stated. Had we received such a notification, we would have acted immediately in accordance with our responsible gambling policies.

We did find that your account was previously closed, and subsequently reopened following an offer extended by your VIP manager, which you accepted at that time. It is absolutely true that you had offers in order to not close your account but it was on your choice to select or not to continue with our casino.We understand that this may now raise concerns, and we acknowledge the sensitivity of this situation.

At Bankonbet Casino, we are fully committed to upholding responsible gaming practices and ensuring the safety of all our players. We take reports of gambling harm seriously, and we encourage any player experiencing issues to seek professional support. In alignment with this commitment, your account remains closed, and this status is final.

Should you require assistance or resources for gambling support, we would be happy to point you toward relevant services.

Moreover, according to our T&C , article 6.6.2, no refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.

We wish you all the best for your future activities.

We appreciate your understanding and wish you all the best.

Kind regards,

Bankonbet Casino Team

Dear Bankonbet Casino Team,

I explicitly mentioned that I gave "no interest in further gambling" as the reason for my repeated requests to close my account.

The reason why I wanted to close my account shouldn't matter. What's clear is that they didn't comply with my requests, which is why I was able to deposit and lose more money.

If Casino Guru doesn't help, I will contact the relevant authority that oversees the casino. If necessary, I will take legal action.

Let's find a consensus, but I'm not willing to accept this as a reason for my loss.

Furthermore, my account was never closed and was reopened after I accepted an offer from a VIP advisor. This is a lie.

Best regards

Sehr geehrte Bankonbet Casino Team,

ich habe ausdrücklich erw?hnt das ich als Grund für meine mehrfachen Anfragen zur Kontoschlie?ung ?kein Interesse an weiterem Glücksspiel" angegeben habe.

Der Grund sollte grunds?tzlich egal sein warum ich mein Konto schlie?en wollte. Klar ist sie sind meinem Anfragen nicht nachgekommen weshalb ich weiteres Geld einzahlen und verlieren konnte.

Sollte Casino Guru hier nicht helfen werde ich mich an die zust?ndige Beh?rde wenden durch die das Casino geprüft wird. Notfalls werde ich rechtliche Schritte einleiten.

Lassen Sie uns gerne einen Konsens finden aber ich bin nicht bereit dies als Grund für meinen Verlust gelten lassen.

Zudem wurde mein Konto nie gesperrt und nach Annahme eines Angebots durch einen VIP Berater wieder er?ffnet. Dies ist eine Lüge.

Mit freundlichen Grü?en

Dear zeptan,

Unfortunately, from our perspective, explicitly stating that the reason for an account closure request is due to a gambling problem is a crucial component. If a gambling issue is not clearly mentioned, the request may not be treated with the urgency and seriousness required under the self-exclusion policy.

Players close their accounts for various reasons - such as dissatisfaction with the games or unexpected losses. In such cases, unless there is a clear indication of harm, the casino is not necessarily obligated to act with immediate urgency. In your initial request, you stated that you were "no longer interested in online casinos." This explanation does not clearly reflect a gambling problem, and therefore, we do not believe the casino's actions can be considered negligent in relation to their self-exclusion obligations.

Based on the documentation you’ve provided, it appears that your valid self-exclusion request - explicitly mentioning gambling-related harm - was submitted on May 9, 2025.

Dear Bankonbet Casino,

Could you kindly confirm the following details:

1. The exact date the player’s account was closed.
2. The date of the player's most recent deposit.
3. Whether there was any communication from the player prior to May 9, 2025.

Your clarification would be greatly appreciated.

Thank you for your cooperation.

Dear Kubo and Casino Guru Team,

I hope this message finds you well.

We are writing to provide clarification regarding client's account at BankonBet Casino.

Please note the following details:

1.The client’s account was officially closed on the 23rd of May.

2.The last deposit made by the client was on the 2nd of May.

3.Our records indicate that there was prior communication with the client before the 9th of May.

Should you require any further information or documentation, please do not hesitate to contact us.

Best regards,

Bankonbet Casino Team

Hello zeptan,

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 Bankonbet Casino,

Thank you for providing the additional details.

According to the evidence submitted by the player, the bonus offer was received on May 14 from his VIP manager via the email address [email protected]. The player responded promptly to that message, including another inquiry regarding account closure and referencing a gambling problem.

Could you please confirm whether this response was not received on your end as well?

Dear zeptan,

Could you please let me know whether you’ve attempted to contact the casino’s support team through any alternative channels - such as live chat or Telegram? The bonus offer email you responded to appears to include a Telegram contact for your VIP manager, so it would be helpful to know if you tried reaching out via that method.

If you happen to have any form of proof or documentation of those attempts, please feel free to share them.

Thank you in advance for the clarification.

Dear Kubo,

Taking into consideration our e-mail and chat records with the client, the last communication seems to be at 14/05/2025 with the vip manager regarding an offer via e-mail , as you are referred to also above.

We would like to inform you that we can not see any other message being sent from the client after this offer, not even a response to this e-mail. Let's hear please from the client if there was any other communication on other channels like telegram with the vip manager. We are waiting zeptan for your response.

Thank you for your cooperation to this matter.

Best regards,

Bankonbet Casino Team

Dear zeptan,

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.

Hello Kubo,

I would be happy to answer any questions you may have.

• My first attempt to block my account was via live chat, which referred me to an email address. I then used this email address to request my account to be blocked in the future, but the request was not complied with.
• At no time did I attempt to contact Bankonbet through any alternative channels other than live chat and email to pursue official channels. I never contacted them via Telegram.

I can only reiterate that I have made multiple requests to have my account blocked. The reason should be irrelevant, and even when I stated the reason, there was initially no response from Bankonbet. Accordingly, I conclude that the future of customers is being treated negligently, as the blocks are only implemented after a neutral party has been consulted.

VG zeptan

Hallo Kubo,

gerne beantworte ich deine noch offenen Fragen.

• Mein erster Versuch zur Sperrung meines Kontos lief über den Live-Chat welcher mich auf eine E-Mail-Adresse verwiesen hatte. über diese habe ich dann zukünftig um die Sperrung meines Kontos gebeten, welcher nicht nachgekommen wurde
• Ich habe zu keiner Zeit über Alternative Kan?le au?er Live-Chat und E-Mail den Kontakt mit Bankonbet gesucht um die offiziellen Wege zu gehen. Ein Kontakt über Telegram hat nicht stattgefunden.

Ich kann hier nur wiederholt betonen das es mehrfache Anfragen durch mich zur Bitte um die Sperrung meines Kontos gegeben hat. Der Grund sollte hier prinzipiell egal sein und selbst mit Angabe des Grundes hat es zun?chst keine Reaktion seitens Bankonbet gegeben. Entsprechend ziehe ich für mich die Schlussfolgerung das hier Fahrl?ssig mit der Zukunft von Kunden umgegangen wird da die Sperren erst nach Einschaltung einer neutralen Stelle geschehen.

VG zeptan

Dear Bankonbet Casino,

I would kindly ask you to provide the next piece of evidence regarding the player’s balance development after May 9. Specifically, we require detailed information showing the visible amounts and transactions, including gameplay activity and any withdrawals, up until the point where the entire balance was lost.

A game log in XLSX, CSV, or any other convenient format would be ideal for this purpose.

Please feel free to send the requested evidence directly to my email address at [email protected].

Thank you very much for your cooperation.