Bankonbet Casino - Das Spielerkonto ist geschlossen und die Auszahlung verzögert sich.

Hi, my account was closed on this casino or put into review as they say, anyways, I've been sending emails to the casino to get the withdrawal of my funds, which that I have are 406 euros, however, they told me to wait 5 weeks ago and since then I've not heard anything from them. I haven't passed kyc as they haven't requested any documents and have not responded to my email. The account was closed probably around the start of January so it's already been a long time with no advances regarding the withdrawal. I made other complaints on other forums but they failed to respond as well

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue, or the communication where the casino responded? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Could you tell me how long you were a gambler at the casino?

A few weeks, I imagine.

How did you find out your account was blocked?

They told me by email, and also the account was under review when I tried to log in.

What games did you play to accumulate your current casino balance?

Both betting and casino

Did you achieve your current balance with the help of a bonus?

No

Could you share with me your communication with the casino regarding the issue, or the communication where the casino responded?

¿Podrías decirme cuánto tiempo fuiste jugador en el casino?

Unas semanas imagino

¿Cómo se enteró que su cuenta estaba bloqueada?

Me lo dijeron por correo y además la cuenta venía en revisión al intentar entrar

¿A qué juegos jugaste para acumular tu saldo actual en el casino? 

Ambos apuestas y casino

¿Lograste tu saldo actual con la ayuda de un bono?

No

¿Podrías compartir conmigo tu comunicación con el casino sobre el problema o la comunicación donde el casino respondió?

Thanks for your reply.

• Have you saved the communication with the casino where the casino justified the closure of your account?
• Could you please share a screenshot of the error you receive when attempting to log in?

Send the information to my email at tomas@casino.guru or post screenshots here.

Have you kept the communication with the casino where the casino justified the closure of your account?

They haven't told me the reason for the closure.

Could you share a screenshot of the error you receive when you try to log in?

¿Has guardado la comunicación con el casino donde el casino justificó el cierre de tu cuenta?

No me han dicho la razón del cierre

¿Podrías compartir una captura de pantalla del error que recibes cuando intentas iniciar sesión?

Dear asdadasdasda,

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, Igor (igor.p@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,

Tomas

Dear asdadasdasda,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bankonbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Bankonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bankonbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 asdadasdasda,

We are pleased to inform you that your account has been verified and the withdrawal submission in question has been successfully processed and completed.

Please note that depending on your payment provider and your bank's internal procedures, it may take 3 to 5 business days for the funds to reflect in your account.

As the payment has been processed, we now consider this case resolved.

Thank you for your patience and cooperation throughout this process.

Best whishes,

Bankonbet Casino Team

Dear asdadasdasda,

According to the message from the casino, your withdrawal has been processed.

We ask that you inform us once you have received your funds.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

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

Dear asdadasdasda,

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,

Igor