Bankonbet Casino - Player's account has been closed with delayed payout.

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!

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

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.

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.  

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

Dear jduartes,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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

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!

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.

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

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.

Dear Jozef,

Thank you for contacting us.

We would like to kindly inform you that we are processing the payment in accordance with the customer's account level (425000 CLP per transaction)

Yours sincerely,

Customer Support

Hello, first of all many thanks to Casino Guru and Bankonbet for responding to the case. I will make an update of the case as of today, September 9 :

1 - In the evidence already sent by email, the casino agrees to pay the requested amount, which makes me feel more at ease.

2- In line with the previous point, the casino has made 7 withdrawals of $425,000 CLP, that is, a total of $2,975,000

However, although the casino has been making withdrawals on a weekly basis, there are some aspects that I still do not agree with:

1- The casino closed my account unilaterally on August 1st, without giving me any answer as to how my balance would be deposited for more than 10 business days, this, despite many attempts to obtain an answer. This led to serious personal financial problems for me since I had at least part of my money

2- Due to the lack of responses to my requests, on August 11 I contacted support and they agreed to deposit my balance in 3 to 5 business days, where nothing happens within the period that the casino itself reports.

3- On August 16, I check again about the status of my withdrawal and they ask me for "patience" again since the withdrawals are already being processed.

4- On August 20, I received the first withdrawal for $425,000, and the second, on August 23, for the same amount. I contacted support again due to the low amount of the deposits and the slowness of them, where support told me: "I shouldn't worry because only the first deposits are lower for security reasons."

5- Even though they promise to make withdrawals for larger amounts, all withdrawals are for $425,000 CLP and every 3 business days, meaning I would receive my balance in 11 months!

6- The casino claims to be making withdrawals based on its terms and conditions and based on the level I have as a client, this is not entirely true, because although the casino closed my account, at that time I was VIP 5 where I could withdraw $1,275,000 CLP per day, in addition, the VIP 5 status is lost after 30 days of inactivity, therefore, on all business days in August I should have received $1,275,000 CLP per day.

7- The casino claims to be very serious about responsible gambling and gambling addiction, in this context, I don't find it very ethical that a customer with this pathology should wait 11 months to receive their balance back. This forces me to be in constant contact and monitoring with something that I should stay away from to avoid relapses.

In summary, please request:

1- That the casino compensates for all the time that payments were not made and they did not give me an answer, and also, when they gave an answer and did not comply.

2- That the casino proposes an ethical payment method, since with the current withdrawal method, I will receive my balance in 11 more months (too long)

All the evidence was sent to jozef's email.

Thank you very much for your help and understanding.

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.

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.

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

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.

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.

Jozef thank you very much for your reply,

Please, I ask you to review all the points mentioned on September 9th. The fact that they are already paying me is the minimum, but they are not giving me a solution to any of the points mentioned. Please, if you need more details, let me know and I will write to you by email.

Greetings and thanks

Dear jdua,

Could you please specify the total amount you managed to withdraw during the entire month of September?

Jozef nice to meet you,

I am attaching a report from my Skrill account where all the withdrawals made corresponding to this claim appear. It is worth mentioning that I have not received any new withdrawals since October 6th.

August Withdrawals: 4 withdrawals of $425,000 = $1,700,000

September Withdrawals: 11 withdrawals of $425,000 = $4,675,000

Withdrawals as of October 11: 3 withdrawals of $425,000 = $1,275,000

Total Withdrawals as of October 11: $7,650,000

Please, I ask for help again, in addition to the above points, since October 6th I have not received any withdrawals and it is already October 15th, the casino does not comply with its own "terms and conditions".

I ask for your support.

Greetings and thanks

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?

Josef please I beg your help, although the casino continues to pay, it does not comply with its own terms and conditions. It is already October 25 and I have only received 5 withdrawals, that is, 5 * $ 425,000 = $ 2,125,000 CLP

It's practically the end of the month and again for the third consecutive month I will not receive the monthly limit of $5,950,000 CLP that the casino itself stipulates in its terms and conditions.

Please I request your support

Dear jdua,

We are pleased to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you for your cooperation.

Kind Regards,

Bankonbet Team

Dear jdua,

Is there any update, or is the situation still the same?

Josef, thank you very much for contacting me. Unfortunately, the situation remains the same, even after the end of October, the withdrawals made in October are only $2,975,000 CLP, that is, 50% of the monthly withdrawal limit of $5,950,000 of the casino's terms and conditions.

I would like to point out that at no time have I asked the casino for immediate payment of the total amount claimed in a single withdrawal, but that they at least comply with the minimum of their terms and conditions, which are $5,950,000 per month.

Since the beginning of this claim (August 1), I have not been able to withdraw the $5,950,000 in any month.

Attached is a list of payments updated to date:

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?

We would like to ask the Bankonbet Casino to reply to this complaint. We are extending the timer by 7 days.  

Dear jdua,

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Please note that the processing of the withdrawals generally takes at least 3 working days.

Please also note, that the time frame excludes Saturdays, Sundays and public holidays.

In addition, 3 withdrawals may be active at the same time.

Thank you for your collaboration

Kind Regards

Bankonbet Casino Team 

I thank the casino for responding and for moving forward with the payments, however, I feel that they are not taking responsibility nor are they a serious casino. I insist that in no month have I been able to withdraw what appears in the terms and conditions, and I must be constantly monitoring. For example, it is already November 16 and my last payment was on November 8, that is, I did not receive any payment this entire week.

I'm just asking that you abide by your own terms and conditions, nothing more...

Dear jdua,

Can you please confirm how much is left in your balance for withdrawal?

Jozef, thank you very much for contacting me. As of today, November 21, I have withdrawn $11,475,000 CLP

This means that $18,725,000 CLP still needs to be withdrawn.

Furthermore, I insist that the casino must compensate in money adjusted for inflation the delays in withdrawals and the non-compliance with its terms and conditions, as you can see, in no month have they deposited the limit of $5,950,000 CLP monthly.

Dear jdua,

I was assured by a casino representative that the withdrawal process would be expedited to meet the monthly withdrawal limit. Could you please wait a few days and confirm this?

Josef, thank you very much for your reply,

I think I should wait a few days to confirm this but this week I have already had more withdrawals. Now, I insist that they start making the withdrawals as their terms and conditions say, it is the minimum, what happens with the 4 months that they did not give me even 50% of the monthly withdrawal limit? ... The correct thing is that everything that should have been withdrawn and that the casino did not comply with, is also withdrawn and readjusted for inflation.

Dear jdua,

Could you please confirm whether this still applies and that your withdrawals are now correct?

Josef thank you very much for contacting me again,

Unfortunately, the situation remains the same. In any case, in the last 15 days of November the casino made more frequent withdrawals, however, once again they did not comply with the monthly limit of $5,950,000. In addition, it is already December 6th and the casino has not made any withdrawals in these first 6 days of the month, which leads me to think that the situation will continue to repeat itself.

If the casino had complied with its terms and conditions, I should have already had $23,800,000 in withdrawals, but I have only withdrawn $14,025,000. This means that by December 2024 there are $9,775,000 that I should already have in my possession but this is not the case due to the casino's non-compliance, which I demand to be paid to me with inflation adjustment.

$16,175,000 CLP is still pending to be withdrawn.

I beg for your help,

Greetings

Jozef, nice to meet you, please I ask for your help.

Complementing the last message, it is already December 10th and I have no withdrawals this month of December...

Dear jdua,

I am very sorry about the situation. I believe it will continue the same as it was in November. While I understand that even November could have been better, it was close to the maximum withdrawal limit, so I would have been able to accept it. However, I am still unclear about what happened in October and why there were such delays. I am also now quite confused about the situation in December.

Could you please clarify:

Do I understand correctly that you requested further withdrawals, but they still have not been processed?

Have you received any explanation from the casino regarding this issue?

Josef, thank you very much for your reply.

Answering your questions:

Remember that I no longer have access to my account, since the casino closed my account due to gambling addiction problems, therefore, I have no way to directly request each withdrawal on the platform, for this reason, the casino committed since August 1st to return the balance I had ($30,200,000 CLP) according to its terms and conditions which are $5,950,000 CLP per month.

The only contact I have with the casino is the VIP manager I had when I was a client, who kindly helps me channel withdrawals with the finance department. In short, the casino should make payments automatically and continuously, without me having to constantly check when the next withdrawal will be or how long it will take.

I have not received any further explanation from the casino.

It is worth mentioning that today, December 12, I received 2 payments of $425,000 CLP.

Something I appreciate, but it worries me to know that almost half of the month had to pass to receive the first payments of the month, in fact, I doubt that this December they will be able to pay me what corresponds to their terms and conditions ($5,950,000)

Please tell me any questions or background information you may have,

Greetings and thanks

Dear jdua,

I am not satisfied with this situation, as I have received similar responses across my channels, as shown in this thread. While some replies indicated improvements to withdrawals, they have not addressed the issue to the level I expected.

Firstly, I do not believe you should receive any additional compensation for these delays. However, I do firmly believe you should be paid the amounts outlined in the withdrawal limits that the casino publicly advertises. At the very least, the casino must honor its stated withdrawal limits. Ideally, though, they should pay above those limits to make up for the months when you received significantly below the promised amounts. I am going to discuss your case internally and get back to you as soon as possible.

Dear jdua,

Thank you for all the information.

Dear Bankonbet Casino team,

While I don't think they should receive any additional compensation for the delays, I do firmly believe they should be paid the amounts outlined in the withdrawal limits that the casino publicly advertises. At the very least, your customer deserves a clear explanation of why this is happening. Can you please react and explain the whole situation?

Dear jdua,

We are pleased to inform you that your withdrawal requests have been completed.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Bankonbet Casino Team

Dear jdua,

Can you please confirm? Also, could you specify the current situation for December?