The player from Germany had won 30,000 Euros at the casino but had only received a payout of 10,000 Euros, with the remaining 20,000 Euros and his account being closed. After he had provided several documents, his account was unexpectedly blocked. Despite numerous inquiries, the casino had continuously cited Rule 9.1 without providing any specific violations. After we had contacted the casino and facilitated a dialogue between the player and the casino, the casino decided to reopen the player's account and credit back the contested amount. The player confirmed the receipt of his funds and thanked our team for the assistance.
Bankonbet Casino - Player's account was closed and his winnings were confiscated.
Amount: €20,500
Bankonbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
About two months ago, I won approximately 30,000 Euros playing roulette.
They paid me 10,000 Euros and simply deducted the remaining 20,000 Euros along with the account.
I was at Level 4 and they demoted me to Level 1 without any reason (at Level 4, the daily payout is 1000 euros and at Level 1, it is only 500... obviously).
After a few payouts (roughly totaling to 10,000 Euros), they asked me to send them the following information,
Photo, passport, and last month's bank statement.
A couple of bills including my first and last name, and my address.
I did all that and sent them.
After two days, they requested my bank statements for the past three months. I sent them too.
The next day, when I tried to log in to make a payment - I couldn't... they had deleted my account with 20,500 Euros in it.
I wrote and sent an email... nothing.
I never received a response to my email.
They told me in live chat that I had violated Rule 9.1 and that I have no claim to the winnings... ever.
When I asked for a full explanation as to why they did this, they always referred back to Rule 9.1.
This rule lists fifteen potential fraudulent activities... they haven't specified even a single one for me.
Their answer was always Rule 9.1.
I apologize for the long post, but what BANKOBET has done to me without reason is really not humane.
.
Automatic translation:
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6 months ago
Dear Mann11,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankonbet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Have you deposited using a payment method that is exclusively in your name, please?
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,
Tomas
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6 months ago
Translation
Hello Tomas
I opened an account with BANKOBET in April 2023
I was active every month... I made payments from the only account I have... with my first and last name and such for all 6 months. I made payments to the same account a few times but there was never a problem until I won 30k.
On September 14th they deleted my account with 20,500 euros
And what's more, they once simply deleted my winnings from rullet...that was in the 1800s
Edited
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6 months ago
Thank you very much, Mann11, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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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6 months ago
Translation
Thanks Tomas
It's really not nice when you have won money legally and "they" delete your account with 20k euros for no reason. I think it's like a scam
Automatic translation:
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6 months ago
Hi Mann11,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Bankonbet Casino to join the conversation and contribute to the resolution of this complaint.
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6 months ago
Dear Peter,
Thank you for reaching out.
We would like to inform you that we sent an email to peter.m@casino.guru. Looking forward to your reply!
Best regards,
Customer Support
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6 months ago
Thank you Bankonbet Casino team for your reply and evidence. I sent you some additional questions.
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6 months ago
Translation
Hi Peter
Thanks for your support.
I hope that bankonbet will tell you why they deleted my account with 20,000 euros.
What kind of casino is this that can do something like that?
I registered with another casino without any problems. Everything is fine with my documents and papers.
If necessary I will send you all the documents I sent you so you can explain to me what is wrong..?.if Bankonbet can't already do that!.!
Thank you very much, Petre, and I hope for a positive answer from you.
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5 months ago
Dear all,
Thank you for your patience.
We would like to inform you that after a careful review of the account, we have come to a decision to reopen the account and credit back the amount.
Since the amount was manually credited back, it is required to come to chat to request the withdrawal requests to be placed manually (in accordance with limits stated in our Terms and Conditions), otherwise there would be a requirement to complete the wagering of the deposit. The customer support was informed accordingly.
Best regards,
Customer Support
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5 months ago
Translation
Dear Tomas,Dear Peter
Thank you very much...I received my money back from Bankonbet...you are THE BEST!!!!!!!!!
I hope that I can now pay out the money without any problems
The main thing is that you two helped me a lot.
I'm very grateful for that.
Thank you 1000000 times
Kind regards
Casino Guru The Best🫶💪💪💪💪
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5 months ago
Dear Bankonbet Casino team,
Thank you for reconsidering your decision.
Dear Mann11,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Mann11, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,
Peter
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