Bankonbet Casino - Ο παίκτης δεν μπορεί να κάνει ανάληψη χρησιμοποιώντας πιστωτική κάρτα.

Hi, I hold dual citizenship but have been residing in Australia with a passport for more than 15 years. Legally, they shouldn't accept bets/gambling from Australia so I want my deposits to be refunded 100%.

Also, when I tried to withdraw the amount deposited using a credit card, I had no available withdrawal method (only a bank account with codes that don't exist in Australia) and they deny the possibility of withdrawal on the credit card used for deposit.

Ciao , ho doppia cittadinanza ma sono residente in Australia con passaporto da più di 15 anni . Legalmente non potrebbero accettare giocate / scommesse dall Australia quindi voglio che i miei deposito vengano restituiti al 100% .

inoltre quando ho provato a prelevare importo depositato con carta di credito non avevo nessun metodo di prelievo disponibile ( solo bank account con dei codici che in Australia non esistono ) e negano possibilità di prelievo su carta di credito usata x depositare.

Dear 2wb4txxr9w,

Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.  

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country.

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence.

I wish I could offer more assistance in this matter.

For future reference, I strongly recommend searching for licensed casinos only through our website to avoid any misunderstandings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thank you for your answer . I have requested account closure on a couple of occasions but my account is still active, I have also sent emails/live chats to understand how to withdraw my balance since the credit card option (method used to deposit) is not available and the option not even a bank. since here iban does not exist and we use different numbers/codes. Shouldn't they offer credit card refunds if that's the method used to deposit? I want my money back

Grazie per la tua risposta . Ho richiesto chiusura account in un paio di occasioni ma il mio account è ancora attivo , inoltre ho mandato email/ live chat x capire come prelevare il mio saldo visto che L opzione carta di credito (metodo usato x depositare) non è disponibile e L opzione banca nemmeno . siccome qui iban non esiste e usiamo numeri/codici differenti . Non dovrebbero offrire il rimborso su carta credito se è il metodo usato x depositare ? Voglio i miei soldi in dietro

Hi 2wb4txxr9w,

• Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
• Did you specify in that request for how long you wish your account to be suspended and the reason why?
• How much is your active balance now, please?

Thank you in advance for your reply.

Done ✔️

Fatto ✔️

Screenshots from the player:

Hi 2wb4txxr9w,

• How much is your active balance now, please?
• Is your account still accessible?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Bankonbet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@bankonbet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.