Hello,

I'm coming to you to ask for help on a very serious matter.

I'm 38 years old and have been battling sports betting and casino addictions since 2010. I sometimes seek treatment, but I have relapses.

I'm under medical care and trying to recover. On May 9, 2023, I registered on the Bankonbet website. I lost a lot of money because I'm a compulsive gambler who can't control myself. I decided to put an end to this nightmare. On January 26, 2024, I asked Bankonbet to permanently close my account for my casino and sports betting addictions, and they did indeed close my account.

Phew, what a relief! I'm finally off this site. But in January 2025, following an update, they reopened my player account, and I lost exactly 785 euros. I contact them again to ask them to close my account but also to reimburse me the sum of 785 euros that I should never have lost.

It's not my fault, it's not as if I had created a second account but they let me come back. Despite my emails since March 2025, more than 100 emails sent, they do nothing, they ignore me or tell me that it is being processed.

I am on the verge of suicide, I am tired of this situation and I ask them to act quickly, thank you all. Thank you Bankonbet for the resolution.

Dear samirakdim2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To address your concerns effectively, could you please provide more information by answering the following questions:

• Could you please forward me the account closure request you sent to the casino back in 2024, along with the casino's confirmation that your account has been closed? My email address is [email protected].
• Was your account reopened automatically, or did you reopen it yourself by contacting the casino?
• Have you received any emails from the casino informing you that your account has been reopened? If so, please forward it to me as well.
• Is your account still open?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello No, I didn't ask for it to be reopened; they reopened it without my consent. I'll send you all the necessary information by email. Thank you for your help.

I haven't received any emails from you. Have you checked that you have typed my email address correctly? It's [email protected]. Thank you.

Hello its ok thank you

Just to clarify, am I correct in understanding that you no longer wish for us to assist you with resolving your case?

Hello, I sent you all the requested information by email. Could you please verify your email? I will resend them to you. I'm still waiting for a refund of 785 euros, money lost after the casino reopened my account without my consent, even though I had it permanently closed due to addiction. Thank you.

Thank you for your email. Could you also please forward me the original email you sent to the casino back in 2024, when you requested the closure of your account? You have sent me only the response from the casino so far. Thank you for your cooperation ([email protected]).

Dear samirakdim2,

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.