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Hello,

I requested permanent account closure from Bankonbet Casino due to my gambling addiction. I explicitly stated that I am a gambling addict and wish for my account to be permanently closed. Furthermore, I explicitly indicated that I do not want to be allowed to open a new account or reopen my existing one.

The casino initially complied with my request and closed my account. However, I was later able to easily reopen it within minutes via live chat. In my view, this contradicts fundamental player protection measures, especially since I had explicitly disclosed my gambling addiction.

For this reason, I request a full refund of my deposits amounting to €750 and the permanent closure of my account without any possibility of reopening.

I am attaching the relevant screenshots of the communication with the casino as proof.

Best regards

Hallo,

ich habe bei Bankonbet Casino aufgrund meiner Spielsucht um eine dauerhafte Kontoschließung gebeten. Dabei habe ich ausdrücklich erklärt, dass ich spielsüchtig bin und eine endgültige Schließung meines Kontos wünsche. Zudem habe ich ausdrücklich darauf hingewiesen, dass ich nicht möchte, dass mir die Eröffnung eines neuen Kontos oder die Wiedereröffnung des bestehenden Kontos ermöglicht wird.

Das Casino ist meiner Bitte zunächst nachgekommen und hat mein Konto geschlossen. Allerdings konnte ich das Konto später innerhalb weniger Minuten problemlos über den Live-Chat wieder eröffnen lassen. Dies widerspricht aus meiner Sicht den grundlegenden Spielerschutzmaßnahmen, insbesondere nachdem ich meine Spielsucht ausdrücklich mitgeteilt hatte.

Aus diesem Grund bitte ich um eine vollständige Rückerstattung meiner Einzahlungen in Höhe von 750€ sowie um die dauerhafte Schließung meines Kontos ohne jede Möglichkeit einer Wiedereröffnung.

Die entsprechenden Screenshots der Kommunikation mit dem Casino füge ich als Nachweis bei.

Mit freundlichen Grüßen

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Bankonbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When did account closure take place and when did the casino reopen your account?
• Have you opened a new account or regained access to your old one?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hello,

The account was closed on June 30, 2026, and reopened without any problems a few hours later.

I have regained access to my old account.

I already posted the screenshots here, but I also just forwarded the emails to you.

Hallo,

das Konto wurde am 30.6.26 geschlossen und paar Stunden danach wieder problemlos wiedergeöffnet.

Ich habe wieder Zugriff auf mein Altes Konto erhalten.

ich habe die Screenshots bereits hier gepostet aber habe auch eben die emails dir weitergeleitet

Hello,

I received a response from the casino today. My refund request was rejected. In my opinion, they simply used the usual copy-and-paste arguments from their terms and conditions as justification.

They particularly emphasize that I confirmed I wasn't a gambling addict when I reopened my account. In my opinion, however, this argument is unconvincing. I had my account closed due to gambling addiction and reopened it shortly afterward. Gambling addiction doesn't disappear within a few days or weeks, and the casino should have recognized that.

Even if a longer period of time had passed, a reputable casino should not simply reopen an account after a self-exclusion due to gambling addiction.

Therefore, I believe that the reopening of my account constitutes a clear violation of the principles of player protection.

Hallo,

ich habe heute eine Antwort vom Casino erhalten. Mein Antrag auf Rückerstattung wurde abgelehnt. Als Begründung verwenden sie aus meiner Sicht lediglich die üblichen Copy-and-Paste-Argumente aus ihren AGB.

Besonders betonen sie, dass ich bei der Wiedereröffnung des Kontos bestätigt habe, nicht spielsüchtig zu sein. Meiner Meinung nach ist dieses Argument jedoch nicht überzeugend. Ich hatte mein Konto wegen Spielsucht schließen lassen und es bereits kurze Zeit später wieder eröffnet. Eine Spielsucht verschwindet nicht innerhalb weniger Tage oder Wochen, und das hätte das Casino erkennen müssen.

Selbst wenn ein längerer Zeitraum vergangen wäre, sollte ein seriöses Casino ein Konto nach einem Selbstausschluss wegen Spielsucht nicht einfach wieder eröffnen

Daher bin ich der Ansicht, dass die Wiedereröffnung meines Kontos einen klaren Verstoß gegen die Grundsätze des Spielerschutzes darstellt.

Thank you very much for providing the additional information. Could you please confirm whether you currently still have access to your account? If not, could you please advise on the exact date when the casino closed your account for the final time?

Additionally, could you please forward proof of the deposited funds?

I look forward to your reply.

Hello,

The casino closed my account again on July 3, 2026.

I cannot send you proof of the deposit as I do not have access to my casino account. I will send you a screenshot of my bank/Paysafe account.

Hallo,

Das Casino hat meinen Konto am 3.7.26 nochmal geschlossen.

Nachweis über die einzahlung kann ich Ihnen nicht senden , da ich keinen Zugriff auf mein Casino Konto habe. Ich sende Ihnen ein Screenshot der Bank bzw Paysafe Konto o

Hello,

I tried again to speak directly with the casino, but they maintain that they have done nothing wrong and refer me again to their terms and conditions. Screenshot attached.

hallo,

ich habe nochmals versucht direkt mit dem Casino zu sprechen aber die bleiben bei der Ansicht , dass die nichts falsch gemacht haben und verweisen mich wieder auf AGBs, anbei das Screenshot

Hello Sgcspieler,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Matej (matej.l@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,

Attila

Hello Sgcspieler, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Bankonbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej, dear Sgcspieler,

Thank you for bringing this to our attention.

Please be informed that we have forwarded this matter to our relevant department. Once we have more information, we will update you shortly.

Kind regards,

Bankonbet Team

Dear Sgcspieler,

We appreciate your feedback and understand your concerns regarding your recent experience with our platform. As a gesture of goodwill, we are happy to return your deposited amount of 750.00 EUR.

To proceed with the refund, kindly provide us with your bank details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Once we receive this information, we will inform you of the next steps accordingly. If you have any additional questions, please don't hesitate to contact us.

Kind regards,

Bankonbet Team

Dear Sgcspieler,

Thank you for providing us with your bank details. Please be informed that we have forwarded your request and details to our relevant department. Once we have more information, we will update you promptly.

Thank you for your patience and understanding.

Kind regards,

Bankonbet Team

Thank you for the quick response, dear Sgcspieler. Since the details have been forwarded to the relevant department, I have removed them from the post for the security reasons.

Dear Bankonbet Casino, please let us know once the payment has been processed on your end. Thank you very much.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sgcspieler,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej