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Hello, I haven't been able to access my account since Monday, March 24, 2025. I was told in the live chat that this was an administrative decision. I've sent several emails requesting a refund of my €56 balance. So far, to no avail. I hope someone here can help me. I've only received one email (see attachment), but it hasn't helped me transfer my money yet.

Hallo, ich kann seit Montag, den 24.03.2025 nicht mehr auf mein Konto zugreifen. Im Livechat sagte man mir, dass das eine Entscheidung der Verwaltung sei. Ich habe mehrere Emails geschickt, dass man mir doch bitte mein Guthaben von 56 Euro zurückerstatten soll. Bisher ohne Erfolg. Ich hoffe mir kann hier geholfen werden. Ich habe nur eine Email bekommen (siehe Anhang), die mir aber bisher nicht geholfen hat mir mein Geld zu überweisen.

Dear AK1982888,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To better assist you, I have a few questions to clarify your situation.

• Could you please confirm if you completed the full KYC verification?
• Could you kindly forward the email where the casino informed you that your account was blocked and promised to refund your remaining balance, along with your responses? Please send these emails to me at veronika.f@casino.guru.
• What types of games did you play, such as slots, live casino games, or sports betting?

I hope we can help resolve this matter as soon as possible. Thank you for your cooperation, and I look forward to your reply.

Best regards,

Veronika

Hello, I just received this email attachment, nothing more. No KYC documents were requested. I've rarely played there before. A bit of slots, a bit of sports betting. The account has been closed since Monday, as I was told in the chat, without any explanation. I haven't received any response yet regarding how I can get my balance refunded.

Hallo, ich bekam lediglich diese Email im Anhang, nichts weiter. Es wurden keine KYC Dokumente angefragt. Ich habe dort ganz selten bisher gespielt. Etwas Slots, etwas Sportwetten. Seit Montag ist das Konto geschlossen, wie man mir im Chat sagte, ohne jegliche Erklärung. Auch wie ich mein Guthaben zurückerstattet bekomme, noch keine Antwort.

In the screenshot you provided, it appears that the casino contacted you in advance regarding the manual transfer of your remaining balance.

Could you confirm whether you have responded to that email and provided all the necessary information for the transfer of your funds?

If you have not seen such an email in your inbox, have you checked your spam or promotions folder?

Hello, I never received an email regarding my remaining balance. Of course, I also checked my spam folder. I've been waiting for over 10 days for a refund of my remaining balance.

Hallo, ich habe nie eine Email bekommen bzgl meines Restguthabens, natürlich habe ich auch im Spamordner nachgeschaut. Ich warte jetzt seit über 10 Tagen darauf, dass man mir mein Restguthaben zurückerstattet.

Thank you very much, AK1982888, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear AK1982888,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Bankonbet Casino representative to join this conversation.

Dear Bankonbet Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear AK1982888,

Thank you for contacting us.

We've sent you an email with a request to provide bank details to arrange a manual withdrawal of the funds. We're awaiting for your response.

Kind regards,

Bankonbet team

Hello, I just sent the bank details via email. Now I'll wait to see if and when the money arrives in my account and then I'll let you know.

Hallo, ich habe die Bankdaten gerade per Email durchgegeben. Jetzt warte ich ab, ob und wann das Geld auf meinem Konto eingeht und sage dann hier Bescheid.

I received my money today. Strangely, the casino didn't take care of anything the whole time, until after I submitted the complaint here.

Ich habe mein Geld heute erhalten. Komischerweise hat das Casino die ganze Zeit sich um nichts gekümmert, erst nachdem ich die Beschwerde hier aufgegeben habe.

Dear AK1982888,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 https://www.trustpilot.com/evaluate/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,

Katarina

Casino.Guru