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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.

Can you please delete the screenshot of the email where you see my name and surname?

Thank you

Per favore puoi eliminare lo screenshot dell email dove si vede il mio nome e cognome ?

grazie

Hi 2wb4txxr9w,

I'd like to emphasize that your name on the screenshot has never been visible to any third party—only to you, the casino, and us. However, I have edited the screenshot to hide your name completely.

Could you please confirm if you sent the email as I advised earlier?

Thank you.

Dear 2wb4txxr9w,

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.

the account has now been closed. But I would like to get back all the deposits made after my self-exclusion request which they denied and took them more than a week to close my account

ora l account e stato chiuso . Ma vorrei in dietro tutti i depositi fatti dopo la mia richiesta di auto esclusione che mi hanno negato e ci hanno messo più di una settimana a chiudermi il conto

Hi 2wb4txxr9w,

Could you please forward your self-exclusion request and advise when your account was finally blocked?

Thank you.

There are several live chats between me and their customer service in which you request closure but I don't have a copy, they certainly do if they are given my email address.

From what I have here the first request is dated 2/5/24, account closed on 12/5/24.

I have other emails/conversations but I can't attach

Ci sono parecchie live chat tra me e il loro servizio clienti nelle quali richiedi chiusura ma non ne ho una copia , sicuramente loro ce L hanno se gli viene fornito il mio indirizzo e mail .

da quello che ho qui la prima richiesta è del 2/5/24 , account o chiuso il 12/5/24 .

ho altre email/conversazioni ma non riesco a allegare

Hi 2wb4txxr9w,

If you have any communication proving that you clearly informed the casino of your intention to permanently block your account due to a gambling problem, please forward it to petronela.k@casino.guru instead of attaching it here. In the meantime, please understand that without supporting evidence showing the casino was informed about your gambling problem, we cannot proceed with this case.

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

Thank you.

Dear 2wb4txxr9w,

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.

In promos they should have refused to open an account and make a deposit to a player residing in Australia, this should be enough to get my money back

In promos dovrebbero aver rifiutato di aprire un account e di effettuare deposito a un giocatore con residenza in Australia , questo dovrebbe bastare x farmi restituire i soldi

Hi 2wb4txxr9w,

I believe I have already explained our position on restricted countries and missing licenses. Regarding your overlooked requests for self-exclusion that the casino allegedly ignored, this is your final opportunity to provide any supporting evidence for your claim. If you cannot provide such evidence, I will have to reject your complaint.

Thank you very much for your understanding.

Dear 2wb4txxr9w,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.