Bankonbet Casino - Das Spielerkonto wurde gesperrt.

Hi, my bankonbet account was inexplicably blocked a few days ago. I had €701 in it, which I won by playing my balance on slots. I would like the casino to let me withdraw my money.

I hope you can help me

Thank you

Salve, il mio conto bankonbet è stato inspiegabilmente bloccato qualche giorno fa, all'interno avevo 701€ vinti giocando il mio saldo sulle slot, vorrei che il casino mi faccia prelevare i miei soldi.

Spero possiate aiutarmi

grazie

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Dear Spaffle,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

HI,

• I contacted them but I haven't had an answer yet about the reason for the block.
• I was not asked to verify the account
• I accumulated the winnings without using bonuses

I hope you can contact the casino and help me recover my balance

Ciao,

• li ho contattati ma non ho ancora avuto una risposta sul motivo del blocco
• non mi è stato chiesto di verificare il conto
• ho accumulato le vincite senza usare bonus

Spero possiate contattare il casino e aiutarmi a recuperare il mio saldo

Dear Spaffle,

Thank you for your reply. Could you please forward the messages you have sent to the casino? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi Attila, this is the message I sent to Bankonbet support:

The casino finally responded to me on April 24th with this message:

There has been no further update regarding the withdrawal of my funds.

Ciao Attila, questo è il messaggio che io avevo inviato al support di Bankonbet:

Il casino mi ha finalmente risposto il 24 Aprile con questo messaggio:

Non ci sono stati ulteriori aggiornamenti riguardo il prelievo dei miei fondi.

Update:

Today the casino asked me to send some documents to verify my account.

I have already sent all the requested documents and am awaiting their response.

Aggiornamento:

Oggi il casino mi ha chiesto di inviare dei documenti per verificare il mio conto.

Ho già inviato tutti i documenti richiesti e attendo un loro riscontro.

Thank you very much for your reply. Do you have any updates for us? Have you received any communication indicating the status of your latest document submission?

I look forward to your response.

No, after sending the documents I still haven't received any response from the casino.

No, dopo aver inviato i documenti non ho ancora avuto nessuna risposta dal casino.

Hello Spaffle,

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

Dear Spaffle,

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, Martina (martina.b@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

Dear Spaffle,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bankonbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Spaffle,

Thank you for bringing this matter to our attention.

After reviewing your account, we would like to inform you that based on an administrative decision, your account will remain permanently closed. In alignment with this decision, we refer to Section 3.9 of our Terms and Conditions:

"We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

However, we would like to thank you for your cooperation regarding the requested documentation. Please be informed that your previous withdrawal request was already successfully completed on April 13. Furthermore, your remaining balance will also be transferred shortly to the bank account details you provided.

We kindly ask for your continued patience, and we will update you as soon as the transaction has been processed. Thank you for your understanding.

Best regards,

Bankonbet Casino Team

Thank you Bankonbet Casino Team for the update!

Dear Spaffle

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Thanks for the update, as soon as I receive the payment from the casino, I will let you know.

Dear Spaffle,

We are glad to inform you that the payment of your remaining balance has been successfully processed from our end.

Please note that the timeframe for the funds to reflect in your account now depends entirely on your banking institution and their standard processing times.

Thank you for your patience and cooperation throughout this process!

Best regards,

Bankonbet Casino Team

I confirm that I received a transfer from you today, but I only received a portion of my remaining balance.

My account had €701 in it before it was suspended. Please check carefully and pay the remaining balance as well. I've attached a screenshot showing my total balance.

Confermo di aver ricevuto un bonifico da parte vostra oggi, ma ho ricevuto solo una parte del mio saldo rimanente.

Nel mio conto erano presenti 701€ prima che venisse sospeso, controllate meglio ed effettuate il pagamento anche del saldo residuo per favore. Allego di seguito screenshot che mostra il mio saldo totale.

Thank you, Bankonbet Casino, for the update!

Dear Spaffle,

Could you please provide us with the amount that has been transferred?

Dear Martina, the casino has only paid out 500 so far, they also sent me a confirmation email:

Cara Martina, il casino ha pagato solo 500 per ora, mi hanno inviato anche un'email di conferma:

Dear Bankonbet Casino Team,

can you please give us an update about the rest of the money to be transferred to the player?

Dear Spaffle,

Thank you for your response.

To clarify the total breakdown of your payments, the remaining balance of €500.00 has now been successfully paid out.

Regarding the other €200.00, this was a separate withdrawal request initiated by you, which was already successfully processed and completed on the very same day, April 13th.

Therefore, a total amount of €700.00 has been fully processed and completed from our end. We kindly ask you to check your PlayID account statement to verify the receipt of the initial €200.00 transaction.

Best regards,

Bankonbet Casino Team

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

Dear Spaffle,

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,

Martina