Bankonbet Casino - Račun igrača je zatvoren, a povlačenje sredstava je odloženo.

Ladies and Gentlemen

I hereby wish to file an official complaint against Bankonbet.com regarding a delayed or withheld payout.

My account was closed by the provider, meaning I no longer have access to my account balance or transaction history. Despite this, my withdrawal has still not been processed.

In addition, my withdrawal requests were repeatedly canceled by the provider. I received corresponding emails confirming the cancellation, citing alleged technical errors, even though I did not cancel the withdrawal myself.

For several weeks now, I have only received general standard replies stating that my case is "being reviewed," without any concrete explanation, payment date, or solution.

I have the impression that my credit is being withheld without any comprehensible reason and that the provider is not communicating transparently.

I therefore ask you to review this case and investigate the provider's behavior.

Upon request, I can provide all email histories, screenshots, and proof of payment.

Best regards

RA

Sehr geehrte Damen und Herren,

hiermit möchte ich eine offizielle Beschwerde gegen Bankonbet.com wegen einer verzögerten beziehungsweise zurückgehaltenen Auszahlung einreichen.

Mein Konto wurde durch den Anbieter geschlossen, wodurch ich keinen Zugriff mehr auf meinen Kontostand oder meine Kontohistorie habe. Trotz dessen wurde meine Auszahlung bis heute nicht bearbeitet.

Zusätzlich wurden meine Auszahlungsanfragen mehrfach vom Anbieter storniert. Ich habe entsprechende E-Mails erhalten, in denen bestätigt wurde, dass die Auszahlung storniert wurde. Dabei wurde auf angebliche technische Fehler hingewiesen, obwohl ich die Auszahlung nicht selbst storniert habe.

Seit mehreren Wochen erhalte ich lediglich allgemeine Standardantworten, dass mein Fall „überprüft wird", ohne konkrete Erklärung, Auszahlungstermin oder Lösung.

Ich habe den Eindruck, dass mein Guthaben ohne nachvollziehbaren Grund zurückgehalten wird und der Anbieter keine transparente Kommunikation führt.

Ich bitte Sie daher, diesen Fall zu prüfen und das Verhalten des Anbieters zu untersuchen.

Auf Wunsch kann ich sämtliche E-Mail-Verläufe, Screenshots sowie Zahlungsnachweise zur Verfügung stellen.

Mit freundlichen Grüßen

R. A.

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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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Could you please specify if you passed the full KYC verification, or at least submitted any identity documents to the casino for verification purposes?
• How many deposits have you made into this casino?
• Have you used your own payment methods to deposit money into your casino account?
• Could you kindly forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Hello,

Thank you for your complaint. I'm sorry to hear about the problems you're experiencing. Please allow me to ask you a few questions to better understand your situation.

Have you ever successfully made withdrawals from this casino?

Could you please indicate whether you have completed the full KYC verification process or at least provided the casino with identification documents for verification purposes?

How many deposits have you made at this casino?

Did you use your own payment methods to deposit money into your casino account?

Could you please forward me the email you received from the casino after your account was blocked? My email address is: veronika.f@casino.guru The

I hope we can help you resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards

Hallo,

Vielen Dank für Ihre Beschwerde. Es tut mir leid, von den Problemen zu hören, die Sie haben. Erlauben Sie mir bitte, Ihnen einige Fragen zu stellen, um Ihre Situation besser zu verstehen.

Haben Sie schon einmal erfolgreich Auszahlungen von diesem Casino vorgenommen?

Könnten Sie bitte angeben, ob Sie die vollständige KYC-Verifizierung durchlaufen haben oder zumindest dem Casino Ausweisdokumente zu Verifizierungszwecken vorgelegt haben?

Wie viele Einzahlungen haben Sie in diesem Casino getätigt?

Haben Sie Ihre eigenen Zahlungsmethoden verwendet, um Geld auf Ihr Casino-Konto einzuzahlen?

Könnten Sie mir bitte die E-Mail weiterleiten, die Sie vom Casino nach der Sperrung Ihres Kontos erhalten haben? Meine E-Mail-Adresse lautet: veronika.f@casino.guru Die

Ich hoffe, wir können Ihnen bei der Lösung dieses Problems schnellstmöglich helfen. Vielen Dank im Voraus für Ihre Antwort.

Beste grüße

Thank you for your response. However, I can not see your answers to the following questions I asked you:

• Have you made any successful withdrawals from this casino before?
• Could you please specify if you passed the full KYC verification, or at least submitted any identity documents to the casino for verification purposes?
• How many deposits have you made into this casino?
• Have you used your own payment methods to deposit money into your casino account?

Thank you for your message.

Regarding your questions:

Yes, I have already successfully made withdrawals from this casino.

I have completed the KYC verification and submitted the required identification documents to the casino for verification.

I have made one deposit at this casino.

Yes, I used only my own payment method for the deposit.

I hope this information is helpful.

Vielen Dank für Ihre Nachricht.

Zu Ihren Fragen:

Ja, ich habe bereits erfolgreich Auszahlungen von diesem Casino vorgenommen.

Ich habe die KYC-Verifizierung durchgeführt und dem Casino die erforderlichen Ausweisdokumente zur Verifizierung übermittelt.

Ich habe 1 Einzahlung in diesem Casino getätigt.

Ja, ich habe ausschließlich meine eigene Zahlungsmethode für die Einzahlung verwendet.

Ich hoffe, diese Informationen helfen Ihnen weiter.

Which payment method did you use to deposit money into your casino account?

When exactly did you make this deposit?

Please forward me a proof of the deposit that you sent to this casino at veronika.f@casino.guru.

Thank you for your reply.

However, there appears to have been a misunderstanding. I was asking you to provide proof of the deposit you made before you started playing and accumulated the balance that you later attempted to withdraw.

Additionally, I have not yet received the email from the casino explaining why your account was blocked. Please forward the original communication you received from the casino regarding the account closure or restriction.

Kindly send the requested documents to veronika.f@casino.guru at your earliest convenience so that we can continue investigating your case.

Thank you for your cooperation.

Dear Bobby121,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru