Bankonbet Casino - Играчът иска възстановяване на суми след проблем със закриването на акаунта.

Hello,

I am requesting Bankonbet to refund all deposits I have made since I first requested to close my account. I hope you can help me with this.

Over the past year, I have repeatedly requested to close my account either for 12 months or permanently. The Bankonbet website has not had the option to close the account itself or set deposit limits, but has only allowed account closure via email.

In many cases, my requests have not been responded to at all or the account has been closed for a significantly shorter period than I requested. For example, instead of the 12-month ban I requested, my account has been reopened after about two weeks. After this, I have received marketing emails and phone calls from the casino offering me 100–150 euros in no-deposit play money if I reopen my account. As a gambling addict, I have unfortunately fallen for these offers.

I have numerous emails that show my repeated requests to close my account and that Bankonbet has sent me bonus offers and encouraged me to return to playing after my closure requests.

As a result of these omissions, I have been able to continue playing, even though I had explicitly requested the permanent closure of my gaming account. I have made numerous deposits over the past year and have lost thousands of euros in total. Bankonbet does not offer the possibility to view my total losses, but I can prove my deposits with bank statements. There have been an estimated hundreds of deposits. I have also used credit to play, which has significantly worsened my financial situation.

Most recently, I only managed to close my account again after losing several hundred euros again. However, I can't trust that the lockout this time is really permanent, as previous locks that were intended to be permanent or long-term have been opened prematurely without my consent.

I sent my last request for permanent account closure on 21.6.2026 and Bankonbet confirmed on 24.6.2026 that my account had been permanently closed. However, in the same email thread I had already requested permanent account closure on 24.5.2026 and also received confirmation that the account had been closed. Despite this, my account was later reopened, which resulted in me being able to play again and lose more money.

I have been extremely frustrated that Bankonbet has been the only casino where I have not been able to get my account closed permanently or for the period I requested. Every premature account opening and the casino's active marketing efforts have resulted in me returning to gambling and suffering further financial losses.

I believe that Bankonbet has seriously failed to comply with its responsible gambling obligations by failing to comply with my repeated requests to close my account and by marketing its services to me after my requests to close. These failures have caused me significant financial losses that could have been prevented if my requests to close had been properly complied with.

Therefore, I demand the return of all deposits I have made since my initial request to close my account. If necessary, I will provide emails, bank statements and other documentation to support my claim.

The maximum number of attachments is exceeded, I also have more hard evidence of the Casino's indifference towards me. I will be happy to send them. €5000 is an estimate of what I have lost over the past year. The amount could be larger.

Hei,

Vaadin Bankonbetilta kaikkien niiden talletusteni palauttamista, jotka olen tehnyt sen jälkeen, kun ensimmäisen kerran pyysin pelitilini sulkemista. Toivottavasti pystyisitte auttamaan minua asiassa.

Olen viimeisen vuoden aikana toistuvasti pyytänyt pelitilini sulkemista joko 12 kuukaudeksi tai pysyvästi. Bankonbetin sivustolla ei ole ollut mahdollisuutta sulkea pelitiliä itse tai asettaa talletusrajoja, vaan pelitilin sulkeminen on ollut mahdollista ainoastaan sähköpostitse.

Useissa tapauksissa pyyntöihini ei ole reagoitu lainkaan tai pelitili on suljettu huomattavasti pyytämääni lyhyemmäksi ajaksi. Esimerkiksi pyytämäni 12 kuukauden pelikiellon sijaan pelitilini on avattu uudelleen jo noin kahden viikon kuluttua. Tämän jälkeen olen saanut kasinolta markkinointisähköposteja sekä puheluita, joissa minulle on tarjottu 100–150 euron talletuksetonta pelirahaa, jos avaan pelitilini uudelleen. Peliriippuvaisena olen valitettavasti tarttunut näihin tarjouksiin.

Minulla on tallessa lukuisia sähköposteja, jotka osoittavat toistuvat pyyntöni pelitilin sulkemisesta sekä sen, että Bankonbet on sulkupyyntöjeni jälkeen lähettänyt minulle bonustarjouksia ja kannustanut palaamaan pelaamaan.

Näiden laiminlyöntien seurauksena olen pystynyt jatkamaan pelaamista, vaikka olin nimenomaisesti pyytänyt pelitilini lopullista sulkemista. Olen tehnyt viimeisen vuoden aikana lukuisia talletuksia ja menettänyt yhteensä tuhansia euroja. Bankonbet ei tarjoa mahdollisuutta tarkastella kokonaistappioitani, mutta pystyn osoittamaan talletukseni pankkitiliotteilla. Talletuksia on ollut arviolta satoja. Olen lisäksi käyttänyt luottoa pelaamiseen, mikä on pahentanut taloudellista tilannettani merkittävästi.

Viimeisimpänä onnistuin jälleen sulkemaan pelitilini vasta sen jälkeen, kun olin ehtinyt menettää jälleen useita satoja euroja. En kuitenkaan voi luottaa siihen, että sulku tällä kertaa todella on pysyvä, sillä aiemmatkin pysyviksi tai pitkäaikaisiksi tarkoitetut sulut on avattu ennenaikaisesti ilman suostumustani.

Lähetin viimeisimmän pysyvää pelitilin sulkemista koskevan pyyntöni 21.6.2026, ja Bankonbet vahvisti 24.6.2026, että pelitilini on suljettu pysyvästi. Samassa sähköpostiketjussa olin kuitenkin jo 24.5.2026 pyytänyt pelitilini pysyvää sulkemista, ja sain myös tuolloin vahvistuksen siitä, että pelitili oli suljettu. Tästä huolimatta pelitilini avattiin myöhemmin uudelleen, minkä seurauksena pääsin jälleen pelaamaan ja menetin lisää rahaa.

Olen ollut erittäin turhautunut siihen, että juuri Bankonbet on ollut ainoa kasino, jossa en ole onnistunut saamaan pelitiliäni suljetuksi pysyvästi tai pyytämälleni määräajalle. Jokainen ennenaikainen tilin avaaminen sekä kasinon aktiiviset markkinointiyhteydenotot ovat johtaneet siihen, että olen palannut pelaamaan ja kärsinyt lisää taloudellisia menetyksiä.

Katson, että Bankonbet on vakavasti laiminlyönyt vastuulliseen pelaamiseen liittyvät velvollisuutensa jättämällä noudattamatta toistuvia pelitilin sulkupyyntöjäni sekä markkinoimalla palvelujaan minulle sulkupyyntöjeni jälkeen. Näiden laiminlyöntien vuoksi minulle on aiheutunut merkittäviä taloudellisia menetyksiä, jotka olisi voitu estää, mikäli sulkupyyntöjäni olisi noudatettu asianmukaisesti.

Tämän vuoksi vaadin kaikkien niiden talletusteni palauttamista, jotka olen tehnyt ensimmäisen pelitilini sulkemista koskevan pyyntöni jälkeen. Tarvittaessa toimitan sähköpostiviestit, pankkitiliotteet ja muun dokumentaation vaatimukseni tueksi.

Liitteiden maksimimäärä ylittyy, minulla on myös lisää raskaita todisteita Casinon välinpitämättömyydestä minua kohtaan. Lähetän ne mielelläni. 5000€ on arvio mitä olen hävinnyt viimeisen vuoden aikana. Summa voi olla isompikin.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear pelaaja12345,

Thank you for submitting your complaint and providing a detailed explanation of your situation and supporting documents. I am sorry to hear about the difficulties you have experienced and the financial losses you describe.

After reviewing the email correspondence you provided, I can see that you made multiple requests to have your account closed during the past year. However, in the conversations I reviewed, I did not find any indication that you informed the casino that the requests were related to a gambling problem or gambling addiction when the casino asked why you wanted to close your account.

This distinction is important. A standard account closure request is not the same as a self-exclusion request due to gambling addiction. While casinos should process closure requests appropriately, they are generally not prevented from making retention offers or bonus offers following a standard closure request. It remains the player's decision whether to accept or decline those offers. Once a player clearly states that they have a gambling problem or requests self-exclusion for responsible gambling reasons, the casino is expected to implement the appropriate responsible gambling measures and should no longer attempt to encourage the player to return.

I also noticed what appear to be two occasions—in approximately August and December—where your account was close to being self-excluded. However, I could not find the casino's final confirmation that the requested self-exclusion was actually applied. This is a crucial piece of evidence. If the casino confirmed that your account had been self-excluded and later allowed it to be reopened or continued sending promotional offers, that would significantly affect our assessment of the case.

Could you please provide the complete email threads, including the casino's confirmation of any permanent or long-term self-exclusion? In particular, we are looking for any correspondence where:

• you informed the casino that you had a gambling problem or gambling addiction, or explicitly requested self-exclusion for responsible gambling reasons; and
• the casino confirmed that a permanent or fixed-term self-exclusion had been applied.

Please forward your email conversations to [email protected].

Hello,

I have now sent you more attachments by email.

Hei,

Olen nyt lähettänyt sinulle sähköpostissa lisää liitteitä.

Dear pelaaja12345,

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, Martin, ([email protected]). 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,

Jean

Hello pelaaja12345,

I am sorry to hear about your situation. My name is Martin and I will be taking care of your complaint from now on.

Thank you for providing the additional email correspondence. Based on the documents reviewed so far, I can see that you informed the casino about gambling addiction and requested account closure/self-exclusion, after which there appear to have been several later instances where the account was either accessible again or you were required to repeat your closure request.

At this stage, I would like to invite the Bankonbet Casino representative to join the discussion and provide their explanation.

Dear casino representative,

Could you please review this case and explain the situation from your side?

From the information currently available to us, the player appears to have informed the casino about his gambling issues and requested account closure tied to these gambling issues multiple times. We can also see several later confirmations that the account was closed, while the player subsequently reported that the account was open again or that he was still able to gain access.

Could you please clarify in particular, why was the player apparently able to access or reopen the account after previous closure confirmations? Additionally, is the account now permanently closed across your system with no possibility of reopening? Lastly, please provide us with the player’s full deposit history.

If there is any additional evidence or internal explanation you would like us to consider, please send it to [email protected].

Thank you in advance for your cooperation.

Dear all,

We kindly inform you that we are checking on the matter with our relevant department and we will will have updates for you at the nearest time possible.

Thank you for your patience and understanding.

Best regards,

Bankonbet Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

In the meantime, please feel free to provide me with the user's deposit history at [email protected]

Dear All,

Thank you for your patience.

We would like to inform you that we are actively reviewing the details of your case and will get back in touch with an update here shortly.

Thank you for your understanding and cooperation in the meantime.

Best regards,

Bankonbet Casino Team

Dear casino representative,

thank you for your message. While we are waiting for the review, would it be possible to provide me with the user's deposit history? You can send it to [email protected].

Dear Martin,

We have sent to you an e-mail. Please, kindly check.

Thank you!

Best regards,

Bankonbet

Dear Casino Representative,

thank you for your message, we hope the technical issues will be amended soon.

Nevertheless, based on the evidence available, we currently believe the appropriate resolution would be to refund the player’s net gambling losses incurred from 8th of June 2025 onward.

On that date, the player requested a 12-month account closure, which was confirmed by the casino. Nevertheless, only ten days later, the player was offered a €50 incentive to reopen the account. This was followed by several further fixed-term closure requests that also appear to have been reversed prematurely.

As we are aware of the disclosed technical difficulties, we ask the casino whether it is possible to provide the screenshots of transaction history and refund all net losses incurred from 8 June 2025 until the account was permanently restricted on June 26th 2026. For clarity, this should be calculated as deposits minus withdrawals during the relevant period.

Please confirm whether the casino is willing to resolve the complaint on this basis.

Dear all,

We kindly inform you that we are checking on the matter with our responsible team and we will have updates for you at the nearest time possible.

Thank you so much for your patience and understanding.

Kind regards,

Bankonbet Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru Team and Player,

Thank you for your patience while we re-evaluated this case internally with our upper management team.

We would like to clarify the historical context of the account closures and address the resolution proposed:

Prior Closures: Prior to February 2026, the player’s account closure requests were standard account closures, processed without any statements or indications of gambling addiction (GA) or problematic behavior.

Gambling Addiction Statement & Reopening: The first explicit Gambling Addiction (GA) declaration occurred on 24/02/2026. Regrettably, due to an internal oversight, the account was reopened on 27/02/2026.

We sincerely apologize for this failure in our self-exclusion protocols following the player's GA statement. We take Responsible Gambling extremely seriously and recognize that the account should not have been reactivated after February 24th, 2026.

Proposed Resolution

In light of this, management has agreed to refund all net losses incurred from the first GA closure date onward (from 27/02/2026 until the final permanent restriction on 24/06/2026).

According to our financial and transaction records:

Calculation Period: 27/02/2026 – 24/06/2026

Total Net Losses (Deposits minus Withdrawals): €136.00 (636 EUR deposits - 500 EUR withdrawals)

We are prepared to process a refund of €136.00 to the player to fully resolve this complaint.

Please confirm if the player accepts this solution, and provide/confirm the preferred payment details so our finance team can proceed with the payout.

Kind regards,

Bankonbet Team

Dear casino representative,

Thank you for your response.

However, we would ask you to reconsider the starting point of the refund. In June 2025, the player explained that he had closed his account because he was playing too much and that he could not control his deposits without a deposit limit. In our view, this clearly communicated a loss-of-control concern and should have been treated as a responsible-gambling disclosure.

The fact that the casino contacted the player with an incentive to reopen the account only ten days after his 12-month closure request further strengthens our concerns.

Could you please reconsider the refund from the June 2025 reopening and provide us with the player’s complete deposit and withdrawal history from that point onward so that we can verify the eligible net losses?

If the technical issues persist and the records cannot be provided by email, we can also arrange another secure channel, such as Microsoft Teams.

Thank you for your cooperation.

Good casino,

Calculation period: 27.2.2026–24.6.2026

I think the deposit amount you stated (€636) is incorrect. According to my own calculations, my net losses for that period are around €1,000–2,000, even taking into account one withdrawal of €500.

Between February and June 2026, I requested to close my account several times, usually after significant losses of around €400-€1,000. If my net losses had only been around €100, I probably wouldn't have requested to close my account. I also gambled back the entire €500 withdrawal immediately, as well as my other winnings while waiting for another withdrawal, as the maximum withdrawal amount was €500/day.

In my email of 11.7.2025, I stated that I found your actions outrageous because you offered me free play money in exchange for opening a game account. In the same message, I again stated that I had lost a large amount of money as a result. Despite this, you offered me more free play money if I did not continue to close my game account.

Furthermore, even though you had approved the closure of my account, you have reopened it several times within a few weeks without contacting me or confirming whether I wanted it opened. Instead, you have opened the account on your own initiative and sent me marketing messages and bonus offers.

I can't easily check in my online bank how much I have just deposited to Bankonbet because the payments have gone through a payment processor and I have also played at other casinos.

In the account closure request I made on 1.8.2025, I also stated that I was gambling too much, which clearly indicates a gambling addiction. Since you have responded to this with "Your well-being is important to us, and we are committed to supporting you to the best of our ability" and "Our team wishes you all the best in both your personal and professional life," it means that you have also understood that I have a problem.

This has been going on all year.

I request that Casino Guru be provided with my complete and uninterrupted deposit and withdrawal history for the entire period from June 2025 onwards so that the matter can be verified.

Hyvä kasino,

Laskentajakso: 27.2.2026–24.6.2026

Mielestäni ilmoittamanne talletussumma (636 €) ei pidä paikkaansa. Omien laskelmieni mukaan nettotappioni kyseiseltä ajalta ovat noin 1 000–2 000 euroa, vaikka huomioidaan yksi 500 euron kotiutus.

Helmikuun ja kesäkuun 2026 välillä pyysin pelitilin sulkemista useita kertoja, yleensä merkittävien, noin 400–1 000 euron tappioiden jälkeen. Jos nettotappioni olisivat olleet vain noin 100 euroa, en todennäköisesti olisi pyytänyt tilin sulkemista. Lisäksi pelasin koko 500 euron kotiutuksen samantien takaisin sekä muut voittoni takaisin odottaessani lisä kotiutusta, koska kotiutusten enimmäismäärä oli 500 euroa/päivä.

11.7.2025 lähettämässäni sähköpostissa ilmaisin, että pidän toimintaanne törkeänä, koska tarjositte minulle ilmaista pelirahaa pelitilin avaamista vastaan. Samassa viestissä kerroin jälleen hävinneeni tämän seurauksena suuren summan rahaa. Tästä huolimatta tarjositte minulle lisää ilmaista pelirahaa, mikäli en jatkaisi pelitilini sulkemista.

Lisäksi, vaikka olitte hyväksyneet pelitilini sulkemisen, olette avanneet pelitilin useita kertoja uudelleen jo muutaman viikon kuluttua ilman, että olisitte olleet minuun yhteydessä tai varmistaneet, haluanko pelitilin avattavan. Sen sijaan olette avanneet tilin oma-aloitteisesti ja lähettäneet minulle markkinointiviestejä sekä bonustarjouksia.

En pysty helposti tarkistamaan verkkopankistani, kuinka paljon olen tallettanut juuri Bankonbetille, koska maksut ovat kulkeneet maksunvälittäjän kautta ja olen pelannut myös muilla kasinoilla.

1.8.2025 pyytämässäni pelitilin sulussa olen myös ilmoittavani syyksi, että pelaan liikaa, mikä tarkoittaa hyvin selkeästi peliriippuvaisuudesta. Koska olette vastanneet tähän "Hyvinvointisi on meille tärkeää, ja olemme sitoutuneet tukemaan sinua parhaamme mukaan" ja "Tiimimme toivottaa sinulle kaikkea hyvää sekä henkilökohtaisessa että ammatillisessa elämässäsi." Tarkoittaa sitä, että olette myös ymmärtäneet minulla olevan ongelma.

Tätä on jatkunut koko vuoden.

Pyydän, että Casino Gurulle toimitetaan täydellinen ja aukoton talletus- ja kotiutushistoriani koko ajalta kesäkuusta 2025 alkaen, jotta asia voidaan varmistaa.

Furthermore, why does the calculation period you stated only start on 27.2.2026? When in my request (44756102) you have confirmed that the gaming account was closed on 24.2.2026 and 28.2.2026, I am again asking why the gaming account is open even though you stated 4 days earlier that my gaming account was closed. So it remains unclear whether I have played in the meantime?

In addition, I have already shared my bank details in this thread.

I hope this case will be prioritized and thus save me, Casino Guru, and your time.

Lisäksi miksi ilmoittamanne laskentajakso alkaa vasta 27.2.2026? Kun pyynnössäni (44756102) olette vahvistaneet pelitilin olevan suljettu 24.2.2026 ja 28.2.2026 tiedustelen uudestaan miksi pelitili on auki vaikka vaikka ilmoititte 4 päivää aikaisemmin pelitilini olevan suljettu. Jää siis epäselväksi, olenko tässäkin välissä pelannut?

Lisäksi olen jakanut jo valmiiksi tässä ketjussa pankkitietoni.

Toivon, että tätä tapausta priorisoidaan ja siten säästetään niin minun, Casino Gurun kuin teidänkin aikaanne.

Dear All,

Thank you for your response.

We have escalated your request for a re-evaluation to our internal management team.

We are currently awaiting their feedback and will provide you with a formal update as soon as possible.

We appreciate your patience and understanding while we work to resolve this matter.

Kind Regards,

Bankonbet Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review. Additionally, would it now be possible to provide us with the user's deposit history?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear pelaaja12345,

Thank you for your patience.

Upon reviewing your account history and previous correspondence, we noted your prior requests for account closure. However, because those initial requests did not state or indicate a Responsible Gaming/Gambling Addiction (GA) reason, they could not be processed under our self-exclusion protocols at that time.

We take Responsible Gaming very seriously. Following the point at which you first explicitly mentioned a Gambling Addiction concern, you made subsequent deposits totaling €461.00.

As a gesture of goodwill and in alignment with our responsible gaming standards, we have decided to issue a full refund of €461.00—representing the exact amount deposited after your initial mention of GA.

Please reply to this message to confirm your preferred payment details so our payments team can process the transfer promptly.

Thank you for your patience and cooperation.

Best regards,

Bankonbet Casino Team

Hello,

Thanks for the update, but I'm still not completely satisfied with the solution you suggested.

I could accept that after I have requested the closure of my account and you have subsequently inquired whether I would like to reopen my account if I receive an incentive. In that case, I could accept the opening of the account, although I also think that method is very outrageous.

But I do not accept that I ask to close my account for a longer period of time and after a few weeks you have opened my account and started marketing communications without my permission. This is absolutely unacceptable, whatever the reason! My reason for closing my account has always been gambling addiction, I play more than I intended with several consecutive deposits. This is your system error or indifference, so I think in the spirit of fair play, I hope for a refund for the entire time that the account should have been closed.

Hei,

Kiitos päivityksestä, mutta en ole täysin tyytyväinen vieläkään ehdottamaanne ratkaisuun.

Voisin hyväksyä sen, että kun olen pyytänyt pelitilin sulkua ja sen jälkeen olette tiedustelleet, haluaisinko avata pelitilini uudestaan jos saan kannustimen. Tällöin pelitilin avaamisen voisin hyväksyä, vaikka tuokin tapa on mielestäni erittäin törkeää.

Mutta sitä en hyväksy, että pyydän pelitilini sulkemista pidemmäksi aikaa ja jo muutaman viikon jälkeen olette avanneet pelitilini ja aloittaneet markkinointiviestinnän ilman lupaani. Tämä ei ole missään nimessä hyväksyttävää oli syy mikä tahansa! Minun syyni sulkea pelitili on aina ollut peliriippuvaisuus, pelaan enemmän kun ollut tarkoitus useilla perättäisillä talletuksilla. Tämä on teidän järjestelmävirhe tai välinpitämyyttä, joten mielestäni reilun pelin hengessä, toivon hyvityksiä koko siltä ajalta, kun pelitili olisi pitänyt olla suljettuna.

Dear pelaaja12345,

We would like to sincerely apologize for the accidental reopenings of your account. These were caused by an unexpected technical issue on our end, and we deeply regret any frustration or inconvenience this may have caused you.

Regarding your financial request, our payments team calculated the refund starting from the exact moment you first mentioned a Gambling Addiction concern. The total amount deposited from that point forward equals €461.00, which we have agreed to refund in full.

We believe this calculation represents the fairest and most accurate solution, as it accounts for all activity following your first disclosure of a responsible gaming issue.

Please provide us your payment details so we can finalize the processing of your €461.00 refund without delay.

Thank you for your understanding and cooperation.

Best regards,

Bankonbet Team

Dear casino representative,

Thank you for your response. However, we cannot determine whether the proposed €461 refund represents a fair resolution without the player’s complete transaction history.

To make an informed decision, please provide the player’s complete transaction history from 15 March 2025 until the final permanent closure, including all dated deposits and withdrawals. You can send the records privately to me at [email protected] or propose another secure method of transferring them.

Without these records, we cannot verify either the casino’s calculation or the full extent of the potentially eligible losses.

Dear Martin,

We have sent the requested transaction history directly to your email for your review. Please check your inbox at your earliest convenience.

To clarify our stance regarding this complaint: we remain fully willing and prepared to refund all deposits made by the player after their initial mention of Gambling Addiction.

Please let us know once you have reviewed the email so we can coordinate next steps.

Best regards,

Bankonbet Team