The player from Germany had had issues verifying their anonymous crypto wallet with an online casino, despite having already verified their documents and selfie. The casino had not been accepting the player's screenshots as proof of ownership. After communication with the Complaints Team and the casino, the player's account had been successfully verified. The casino had confirmed that the pending withdrawal had been paid and the player had verified receiving it. The issue had been resolved and the complaint had been closed.
Bankonbet Casino - Player fails to verify a cryptocurrency wallet.
Amount: €880
Bankonbet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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9 months ago
Translation
Hello,
I would like to request your help in verifying my account with the provider.
My documents and selfie have been verified, however the provider is asking for proof of my crypto wallet.
I have provided this, but this is an anonymous wallet, therefore, apart from the screenshots, I have no way of proving that it's my account.
Please assist me in this matter.
Automatic translation:
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9 months ago
Hello bueskay,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bankobet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Is there any information on the wallet that would prove that it belongs to you - any e-mail or verification within the wallet?
When was the last time the casino responded to you regarding the verification and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello,
thanks for the quick reply.
the verification process has been running for 2 weeks.
I wrote to the wallet's support, but they told me that there was no way to provide proof. I would be happy to forward this email to you.
I only communicated with the casino via chat and they said they were looking into the case.
However, my uploaded documents were changed from "under review" to "required".
Automatic translation:
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9 months ago
Hello bueskay,
Please forward the mentioned evidence to nikolas.b@casino.guru.
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8 months ago
Thank you bueskay for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hello bueskay,
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.
We would like to invite Bankonbet Casino to join the conversation.
Dear Bankonbet Casino,
Could you please clarify how the player should verify their wallet if it's anonymous? Kindly specify which documents the player needs to provide for verification.
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8 months ago
Dear Customer,
We would like to inform that your account has been successfully verified and the withdrawal will be paid soon.
Thank you for your patience!
Best Regards,
Customer Service
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8 months ago
Translation
Great, thank you very much!
I can confirm that my account shows as verified.
Automatic translation:
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8 months ago
Thank you for your response, Bankonbet team.
Dear bueskay,
I'm glad that your account has been successfully verified. Please let me know once you receive the withdrawal so that we can mark your complaint as resolved.
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8 months ago
Dear Customer,
We would like to inform that your pending withdrawal has been paid and your recently requested withdrawal will be paid out soon.
Therefore, we consider the case to be resolved. Thank you for your cooperation!
Best Regards,
Customer Service
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8 months ago
Translation
Hello,
Yes, I can confirm that I received the first payout on April 20th.
Thank you BankonBet that this has now worked. I am happy to continue playing with you 🙂
Automatic translation:
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8 months ago
Great news, bueskay. I'm glad to hear that you successfully received your winnings. I trust all your future withdrawals will be processed the standard way. Is
As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
