Bankonbet Casino - Povlačenja igrača su odložena i račun je zatvoren.

Dear Casino Guru,

I am kindly asking for your help in order to to settle my problem I have with Bankonbet.

I currently have 3 withdrawals pending of approx 11 000 NOK, and every time I contact them (by live chat, they are not answering a single of my emails nor giving me a single update on my case, even though they say they will provided this) they just tell me to have patience. At first I had no issue in waiting ,but now, after 10 weeks I am starting to believe they are purposely holding my funds.

Some background and context: My account is currently closed with them and I can’t even log in. However, I still have my 3 pending withdrawals that is the last of my funds I have on this account. A while ago they made an "administrative decision" without giving me a reason and closed my account. This is a few weeks after they limited my account and basically made it so I cant place bets for more than 10 cents, so I’d say it’s safe to assume its because I made too much profit with them. Fair enough, as long as they pay out. After they limited my account, and I started withdrawing everything I could. The first two times I had no issues, and the 3rd withdrawal is where my issues occurred. These 3 withdrawals have been pending now for 12 weeks (12, 13 and 14th of January, 2026).

2 weeks later, on 28th of January they asked for a lot of documentation on email, which I happily provided the exact same date (pictures of my bank cards, bank statements etc). To this day, over a month later, they are yet to reply to this response where I provided everything they asked for, even slightly outside my comfort zone, nor have they provided a single update on my case. As they are not replying, and their livechat keeps saying the relevant department is reviewing the case I still don´t know if anything else is needed from my side, if they are purposely holding my funds, or if I simply just have to keep waiting..

I have seen the only solution for others to actually finalize this process is by the help and assistance of you guys, so I am kindly asking for your help to resolve this matter. 

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Dear Joakimzz,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot 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,

Attila

Hi Attila,

Thanks for getting back to me. I focused solely on sports betting, primarily on Table Tennis and Ice Hockey.

All the winnings are without an active bonus.

I will send you an email with all the information and the dialogue I have had with them.

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

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Joakimzz,

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 and state the reason why the player´s account has been closed?

Thank you in advance for providing the information.

Dear Casino Guru,

Unfortunately, we are unable to locate the player based on the email provided.

Could the player share his name and surname, username or provide registered email with our casino?

Kind Regards,

Bankonbet Team

Dear Joakimzz,

Could you please provide the information directly here, so the casino can have it first-hand?

Thank you very much in advance.

Dear Bankonbet Casino Team,

We would greatly appreciate it if you could kindly confirm whether you were able to locate the account and provide us with an update.

Please let us know at your earliest convenience.

Thank you very much for your cooperation.

Dear All,

The account has been located, and we will shortly send a private email to the customer outlining the documents required for verification.

Once the verification process is complete, we will release the remaining balance.

Kind Regards,

Bankonbet Team

Thanks!

Will check email then, and hopefully this gets resolved at last.

For what it is worth I ahve already provided all the documents you asked for two times. The first time is nearly 2 months ago now, and the second time was just this week as you finally, after 6 weeks, answered me on email, asking for verification on two things I already sent previously.

Thank you very much to everyone for the update!

Dear Joakimzz,

please, let us know how it goes. Thank you

Will do. I have not recieved anything from them yet, even though they would send this "shortly". Hopefully they do it soon 🙂

As expected they are not doing anything. Just keep delaying the process and saying its with their relevant department for review. Same answer now for 3 months

Dear Joakimzz,

Do I understand correctly that you received a private email, submitted all the requested documents, and are now waiting for the relevant department to review them?

Dear Bankonbet Casino Team,

In that case, we would greatly appreciate it if you could kindly prioritize this case and inform us as soon as there is any progress.

Thank you very much in advance for your time and assistance.

Hi Martina,

Yes, they did ask for more documentation 4-5 days which I provided the same day. What they asked for is something I have provided twice before in previous dialogues, so it does not make a whole lot of sense to me. They have said its now with their "relevant department" for review, which again is the same answer they have given now for 2 months which I why I find it slightly hard to believe.

Dear Casino Guru,

We still require one final document to finalize the player’s account:

a selfie of the player holding their ID in front of our website.

It is important that the Bankonbet Casino interface is clearly visible in the background.

Please refer to this example link for the exact framing required.

Kind Regards,

Bankonbet Team

I have sent you this, several times. I have even sent you a video recording because it is easier to include everything. Your photo-example is not a realistic selfie. I last sent you this 22nd of March by email, where you are yet to reply back with specifics, except for its being "checked by your relevant department".

I have now sent you this, yet again, dated 27th of March, by email. Attached yet another selfie, and even with a video included.

Still no response or follow-up.

For the 3rd time they seem to stop answering me by email once I provide everything they ask for, even though they ask for documentation I have previously provided. I have tried to contact them through live-chat, but they can not provide me with an update. They seem to not be taking me seriously. Any chance you can help me get an answer/follow-up from them?

Dear Bankonbet Casino Team,

We would appreciate it if you could kindly confirm whether the selfie submitted are sufficient to complete the Joakimzz´s verification process.

Please let us know at your earliest convenience.