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. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

Let me know if you want me to add you to the maildialogue.

They are asking for a selfie, but their photo example is literally someone lined up for a picture, and not a selfie. Anyway I have done my best to include what they ask for, and also provided a video to make sure everything is shown even more clearly, but they never respond to it. As I said this is the 3rd time I have done this now, and after I provide it they just stop responding 😅

Dear Joakimzz,

To proceed with our review, please provide a bank statement for the card ending in 4137.

The statement should cover the period from July 15, 2025, to August 15, 2025.

Kind Regards,

Bankonbet Team

I have already done that previously. You are just asking for the same documentation in an endless loop.

Please send me an email so I can answer you there. Surely you are not asking me to post this on a public forum

I have sent you this on the previous mailthread yet again. Please start a new maildialogue if you would like it provided somewhere else.

Dear Bankonbet Casino Team,

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

Please let us know at your earliest convenience.

You see how they operate? First they said "we require one last document" then 2 weeks later ask for more documentation, which I have provided previously aswell 😅

Dear Joakimzz,

Your documents are currently being reviewed by the relevant department.

We will reach out to you as soon as we have an update.

Kind Regards,

Bankonbet Team

Dear Bankonbet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

You have already had over a week to review. How much longer are you seriously going to delay this process?

Dear joakimzz,

Your transaction histories have been approved.

To complete the verification process, please provide a photo of the front and back of your card ending in 4137.

For your security, please ensure you cover the CVV code and the middle eight digits of the card number.

Kind regards,

Bankonbet Team

I have already done this previously as well. For how long are you going to keep going in circles and asking for the exact same documentation?

I will email it you once again, but this is just getting ridicilous at this point.

Now sent, yet again. Please provide approval ASAP or send me a link/new email where you want it provided. Tired of your excuses at this point. Its been 4 months...

Dear Joakimzz,

thank you so much for cooperation!

Dear Bankonbet Casino Team,

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

Please let us know at your earliest convenience.

Dear Casino Guru,

We have forwarded uploaded documents to the relevant department for review.

We will reach out to you with an update as soon as their assessment is complete.

Kind Regards,

Bankonbet Team

Dear Bankonbet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

They will use another week to reply back, only to ask for more of the same documentation previously provided, yet again. They have dragged this out for 4 months now which is simply incredible 😅 Notice how they first requested "one last document" before asking for 2 more things after that. They really are something else 😂

Dear Casino Guru,

We have prioritized this matter and expect to provide a formal update shortly.

Kind Regards,

Bankonbet Team

A formal update? That sounds sounds like you are taking more time to come up with another excuse. I have literally provided everything you ask for (multiple times aswell), waiting months.. Just get it over with, surely you can spend your time and resources better than this 😅

Daer Joakimzz,

Your documents have been successfully verified.

We are now processing the withdrawal of your remaining balance prior to account closure.

We will provide an update as soon as the transaction is completed.

Kind regards,

Bankonbet Team

Thanks,

The withdrawals were pendings for 8 weeks the last time before you cancelled it, so hopefully they get approved now.

Dear Joakimzz

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.

Yes lets hope so. Thanks a lot for the help 😊 Will let you know once the funds have been recieved as the withdrawals in the past sometimes have been pending for weeks.

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

Dear Joakimzz,

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