Hello,

I contacted the casino 8 days ago to close my account due to gambling addiction.

I reminded the casino after 3 days that my account has still not been closed.

So far, I have not received any response.

Please aid me primarily in ensuring that the account is closed immediately.

In addition, I have just lost another 150€.

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

Thank you

Hallo,

ich habe das Casino vor 8 Tagen angeschrieben mein Konto aufgrund von Spielsucht zu schlie?en.

Ich habe das Casino nach 3 Tagen erinnert, dass mein Account immer noch nicht geschlossen ist.

Bislang habe ich keinerlei Reaktion erhalten.

Bitte unterstützen Sie mich prim?r, dass der Account sofort geschlossen wird.

Au?erdem habe ich gerade wieder 150€ verspielt.

Das Geld m?chte ich aufgrund von fehlendem Spielerschutz zurück.

Vielen Dank

Dear betzebub11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankonbet Casino.

I checked the communication you provided and see no reason why the casino didn't act to protect you from further gambling.

Could you please advise if you managed to contact the casino via live chat support and requested assistance via live chat as well?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No, I didn't do that because it says on the website under responsible gaming that you have to write to support by email.

Nein, das habe ich nicht gemacht, weil auf der Website unter responsible gaming geschrieben wurde, dass man per E-Mail an den Support schreiben muss.

Is something else happening here?

I still have no answer and the account is not closed.

Passiert hier noch etwas?

Ich habe weiterhin keine Antwort und der Account ist nicht geschlossen.

Now they have answered and Close my Account two hours ago.

I will write them to send ne Back the 150€.

Thank you for the update.

Please let me know if the casino agreed with the refund or not. I'll await your response.

Unfortunately, as expected, they don't respond.

I ask for help.

Thanks

Sie antworten leider wie zu erwarten nicht.

Ich bitte um Hilfe.

Danke

Still no response from Bankonbet

Weiterhin keine Antwort von Bankonbet

Thank you very much, betzebub11, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([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 betzebub11,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Jozef,

Thank you for reaching out to us.

We would like to inform that the case was recently resolved by directly communicating with the customer. We kindly request you to confirm with the customer if they need any further assistance.

Best Regards,

Bankonbet

That is correct.

The case is welcome to be closed.

Thanks for the support.

Das ist korrekt.

Der Fall kann gerne geschlossen werden.

Danke für die Unterstützung.

Dear Jozef,

As per the customer's confirmation, we kindly request you to close this complaint.

Thank you for understanding!

Best Regards,

Bankonbet

Dear betzebub11,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef