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My Game Account is closed. According to you, I have not passed the authentication. I have put in all the correct documents. You are currently trying to cheat me out of €900. I asked in the chat why my account is closed. They answered that I have violated the terms of section 9.1. Really ridiculous. Today I received an email saying that my account has been closed because I could not get my account verified. Really incredible. They don't tell me why I can't verification my account.

Dear Hexa112, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Could you please specify which documents you provided for verification and when exactly you provided them?

Has your account been closed before the verification process was completed?

What types of games did you play - e.g. slots, live casino games, sports betting?

Did you accumulate your winnings with or without a bonus?

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

Best regards, 

Veronika

The documents I sent were:

- Identity document (driver's license)

-Certificate of address (invoice)

-Statement showing previous deposits through zimpler

-Selfie showing my face

-Selfie showing the bankonbet website in the background

Sent document 20.1.2025

My account was closed the day after I sent the documents. I received a notification by email that my account has been closed. They said that I had violated the terms of section 9.1. My account was closed even my document was totally right.

I played slots and sports betting. In slot games, I bought purchase bonuses after winning €4,000. I had a bonus that I wagered. As I recall, €300 was left over after wager. After that I won €4000 from the game sweet alchemy 100. I made a €500 withdrawal on request, which was canceled because my account was closed.

I haven't done anything wrong, I just played the casino normally like before. I have played at dozens of different casinos for about 6 years. There is no solution for this yet.

And I don't understand why they ask my crypto wallet. I didn't use crypto wallet when I deposit. That is interesting.

I have asked them if they could prove how I have violated the terms and conditions. The terms of 9.1 include at least 5 different things. They don't prove which of these I have broken according to them. I don't think there's any way I can even break those terms.

Thank you very much, Hexa112, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks for your help Veronika. Hope Michal gets the matter taken care of quickly. I trust you! I have sent a lot of messages to bankonbet, but the answers come with a delay of several days. I have not received any certificates why my account has been closed and my money has not been returned

Hello Hexa112,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. I would appreciate it if you could send me all the documents you submitted to the casino for the verification process. This will help me review them and possibly determine why the verification was not successful. You can send them to michal.k@casino.guru. Thank you!

We would like to invite Bankonbet Casino to join the conversation.

Dear Bankonbet Casino,  

I would appreciate it if you could share the reasons why the player has not successfully completed the KYC process. If this information is not suitable for public disclosure, kindly send it along with any relevant evidence to my email at michal.k@casino.guru.

Dear Hexa112,

We would kindly request to provide us the username of the account that you're referring to as your report doesn't match with your account details.

Thank you in advance.

Kind Regards,

Bankonbet Casino Team

Earlier today, I sent you two emails to bankonbet with screenshots of Michal's messages from this site. I tell you in the email that I will get my money back and fast action. But you haven't answered me.

Dear Hexa112,

We would like to confirm that your account has been closed according to the point 9.1 of our Terms and Conditions:

The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;  

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Bankonbet Casino Team

I'm sorry but I have no idea how I could have violated these terms. You do not prove to me directly how I have violated these. I have played at your casino on my phone and computer. I only have deposits made from one account to your site.

Dear Hexa112,

I have sent you an email and am looking forward to your response.

Dear Bankonbet Casino Team,  

I appreciate the information and evidence you have provided thus far. I have replied to your email with a few additional questions.

I have no idea how you identify me as a bonus abuser/seeing me as an advantage player just because my friends etc. have made some transactions that shows in my bank statement. Isn't it normal for people to transfer funds to their friends and family? I think it is so how you can assume a player is an abuser just because he/she has some transactions in their bank statement? That is just absurd and shows you have right to cancel people's winnings by assuming things that aren't true or you're relying on data that might be incorrect. There are sometimes situations like this I understand it but I hope you would look into this matter more and see there isn't any abuse and I'm a regular player like any other player that plays online casinos for entertainment.

Once again I'm a regular player just playing for fun and I play casinos rarely. You can check from the bank statement that I have deposited only to a few different casinos and I don't play constantly and I don't use many sites either. You can also check my gaming pattern and it clearly shows how I am a regular player and not taking advantage of bonuses with other people. If I were abusing any bonuses my gaming pattern would be totally different and also my deposits would be much higher and more consistent since abusing bonuses take effort and knowledge to do it. How do I know this? Well I decided to google what bonus abuse/advantage play is and found out what it means. You can also check if any of those people who have transfered funds to my bank account have an account on Bankonbet.com. I can assure you that I am the only one playing on this site by myself for fun. I had played at Bankonbet before years ago and then took a break and then one day I got an email saying I have a deposit bonus here so I decided to give it a try again and deposited with the bonus. I played some slots and managed to beat the wager and I continued playing a little bit more after I had wagered the bonus. Then I made a withdrawal and then this whole situation started.

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.

I have been thinking about how to solve this. All people who have transferred money to me are of legal age. If they have transferred money to my account and I have played at the casino, even though I have won, they have not received anything from the winnings because they are not involved in any way. I haven't cashed out either. Usually after winning they just rest in my account and either I have bought or paid the bill or played them back to the casino. From this it can be concluded that money laundering has not taken place. People who have lent me money have also received them back with the same amount.

Dear Hexa112,

I'm in communication with the casino team outside of this thread. We would like to give this case more time to get resolved. Therefore, we are extending the timeline by an additional 7 days.

If there will be no reasonable development of this case in the set time frame, we will close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear Michal,

We would kindly request to check the email provided via email.

If you have any additional questions please contact us.

Kind Regards,

Bankonbet Casino Team

Dear Bankonbet Casino Team,

I'm awaiting your response via email.

Dear Michal,

We would like to kindly inform you that we provided you the response via mail.

If you have any additional questions please contact us.

Kind Regards,

Bankonbet Casino Team

I got my winning money back. Thank you Bankonbet! Of course thank you casinoGuru!

Dear Hexa112,

Thank you for your confirmation. I am pleased to know that our involvement played an important role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru