The player from Chile reports a serious issue with Bankonbet, where her account was unilaterally closed after requesting partial self-exclusion due to gambling addiction. Since the closure on August 1st, he has not received any part of the balance, leading to financial distress.
Bankonbet Casino - Player's account has been closed with delayed payout.
Amount: $30,120,000 CLP
Bankonbet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 5h 3m 47s
Case summary
2 days ago
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3 months ago
Translation
Hello! I'm reaching out to share and seek help with a terrible experience I've had with Bankonbet, which has been extremely distressing for me due to the seriousness of the situation.
On August 1st, I informed the VIP manager via WhatsApp and email that I wanted to partially self-exclude from the platform because I’m undergoing treatment for gambling addiction. I was told this would involve the immediate closure of my account and the deposit of the remaining balance (as obviously, I wouldn't be able to access my account to withdraw it myself).
The problem is that, as of today, August 8th, I haven't received any part of my balance or any news about the payment. Worse yet, neither my VIP manager nor support has even given me a tentative date, a proposal for installments, or any other information. The only response I've received is: "the finance department is looking into it, and we can't give you more information."
It’s worth mentioning that the balance I'm referring to is free of bonuses, rollovers, or other pending conditions, so it should be deposited into my account in full. Additionally, my account is 100% verified with official documents, as are my deposit and withdrawal methods.
What frustrates me the most is that this pending payment is delaying my debt payments, leading to financial penalties in the Chilean financial system. If I could withdraw the funds manually, this wouldn't be an issue. Most importantly, I want to address my gambling addiction, and this situation is preventing me from closing that chapter.
To summarize, here’s what I request:
N°1- Deposit my total balance into my bank account and/or another agreed-upon method.
N°2- Due to the debt I had to pay today, August 8th, I had to take out a loan of 11,000,000 CLP. I request that Bankonbet covers the interest on this loan, which amounts to 9,000,000 CLP. This amount reduces to 3,000,000 CLP if paid off immediately.
I demand point N°2 for the following reasons:
1- Lack of transparency with the customer: Evidence is attached showing that no part of the balance has been paid, nor have I been given tentative payment dates. Most importantly, at the time of account closure, no terms and conditions were mentioned, such as "the balance refund process may take up to X days or X weeks." They only said, "the finance department is looking into it, and we can't give you more information."
2- If I had known the situation would be so chaotic, I would have preferred not to close the account so I could withdraw my funds manually. If that were the case, I would already have 11,400,000 CLP in my possession, equivalent to the daily amount I could withdraw (1,275,000 CLP per day) * 8 days since the account closure (August 1st) until today (August 8th). This means I wouldn't have had to take out an additional loan of 11,000,000 CLP to pay off debts due today, August 8th.
3- There are no timelines specified in the site's terms and conditions.
Lastly and most importantly, the account closure was UNILATERAL by Bankonbet upon my mentioning that I had a gambling addiction. When I mentioned this, I asked my VIP manager about partial self-exclusion measures, such as limiting bets or deposits. I was told that my account had to be closed due to my addiction issues, and that my balance would be returned.
I hope and appreciate your help and mediation,
Best regards!
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3 months ago
Dear jduartes,
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.
- Do I understand correctly that you currently don't have access to your casino account?
- Have you made any successful withdrawals before?
- Could you please clarify how much money you had in your casino account?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Cristina, nice to meet you!
Thank you very much for your response. Answering the questions:
Do I understand correctly that you currently do not have access to your casino account?
Exactly, even yesterday, August 8th, I spoke with the VIP Manager assigned to my account (or ex-account, rather) so that they would give me access again so that I could withdraw the balance manually to end this uncertainty. Where she told me that it was not possible due to law or something like that.
Have you made any successful withdrawals before?
Yes, I made many successful withdrawals and deposits, there is no problem in that regard.
Could you clarify how much money you had in your casino account?
The exact balance I had was 30,120,000 CLP. Free of bonuses and rollover, that is, it is money eligible for withdrawal at 100%
To sum up, I just need them to give me my balance, which is what corresponds, no more and no less. But they have me in total uncertainty.
Lastly, and not to be unfair to the bookmaker, although they have not deposited any money from my balance, nor have they given me tentative dates or anything like that, as of today (August 9th) they have not denied payment of my balance nor have they questioned it... they only tell me that "it is under investigation and if there is any news they will let me know"... that "neutral" phrase obviously does not clarify anything for me and leaves me in total uncertainty, especially when I no longer have access to the account and literally all my balance is in the possession of the bookmaker.
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3 months ago
Thank you very much, jduartes, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Translation
Hi Jozef! Thank you very much for taking my case.
I am writing to you to give an update on the case dated August 16, 2024. As expected from this "serious and transparent" casino, I have not received any news and nothing about my balance. The last contact I had with Bankonbet was on Sunday, August 11, where in the Support chat they assured me that in a maximum of 3 to 5 business days I would receive my entire balance in full through a manual withdrawal (I attach evidence of what they tell me)...and supposedly today was the deadline and nothing...not even a contact from the casino.
It is worth mentioning that I have been waiting for my balance since August 1st, which has already been more than 2 full weeks. In good faith, I have offered the casino that they can pay me in installments, or that they simply give me access to the account again to make the withdrawals myself since I do not trust them.
Please, I ask for your help. Not having that money in my possession has brought me many financial complications since I was counting on that money and above all the constant uncertainty that they are literally stealing from me.
A hug from Chile.
PS: The complete evidence of the chat and the emails was sent to your email since here it only lets me upload images
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3 months ago
Dear jduartes,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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3 months ago
Translation
Hello! I am sharing with you a brief update on the case
On August 16th I contacted Bankonbet support again, where I told them that on August 11th they had agreed to make a manual withdrawal between 3 to 5 business days, where once again, nothing happened. In the chat with support on August 16th they told me that the withdrawal had taken longer due to the high amount and because they were verifying things with my bank to make the manual withdrawal, where for the thousandth time they asked me for patience again. I asked them what aspects or things they wanted to corroborate with my bank, in order to help and speed up the process, however, they told me for more details I should write to support... and guess what happens... I wrote to support and to this day they have not responded.
The only positive thing about this case is that the casino acknowledges that they will pay me the full amount of my balance and that they are working on it, but given the time that has passed, the lack of responses and especially of my money, leaves a lot to be desired in terms of the transparency and respect for the customer that this casino has.
The casino should not only pay my balance, but also compensate in some way for this terrible experience.
Jozef, I ask for your support, please let me know if you need any information.
A hug
PS: I shared all the backups, emails and chats to your email
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3 months ago
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Updated August 20, 2024.
I received a payment via Skrill of $425,000 CLP. That is, barely 1% of the $30,120,000 CLP they owe me. I hope it is a joke or a test deposit.
@Jozef please I beg for your support.
Greetings!
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Dear jdua,
Thank you for contacting us.
We would like to kindly inform you that we endeavour to complete the upcoming withdrawals as soon as possible.
Yours sincerely,
Customer Support
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2 months ago
Dear Bankonbet Casino team,
May I kindly ask you to evaluate the case again? It seems that you have not addressed all the players' concerns.
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2 months ago
Dear Bankonbet Casino team,
May I kindly ask you to address the player's concerns from his last message? As the player experiences gambling problems, I do believe you should find some relevant way to solve this as soon as possible.
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear Jozef,
We would like to kindly inform you that the balance is being manually paid out in instalments that are mentioned in our Terms and Conditions.
We cannot offer a payout of the entire balance at once.
Kind Regards,
Bankonbet Team
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1 month ago
Dear jdua,
The casino team has informed me that your account has already been closed and you will receive the withdrawal in accordance with their terms and conditions. Could you please confirm this? While I am unable to assist further with the withdrawal process, the positive news is that, since you can no longer lose funds, the situation is somewhat favorable.
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1 month ago
Dear jdua,
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.
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1 month ago
Dear jdua,
Could you please specify the total amount you managed to withdraw during the entire month of September?
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1 month ago
Dear Bankonbet Casino team,
According to our latest information, the monthly withdrawal limit is $5,950,000 CLP, with a daily limit of $425,000 CLP. Could you please explain why there is such a significant difference in the case of this player?
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2 weeks ago
Dear Bankonbet Casino team,
As it seems you missed this part, can you please react?
According to our latest information, the monthly withdrawal limit is $5,950,000 CLP, with a daily limit of $425,000 CLP. Could you please explain why there is such a significant difference in the case of this player?
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1 week ago
We would like to ask the Bankonbet Casino to reply to this complaint. We are extending the timer by 7 days.
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5 days ago
Dear jdua,
Can you please confirm how much is left in your balance for withdrawal?
Casino Guru is examining the case
