The player from Spain had attempted to withdraw 500€ but was informed that due to a terms violation, the funds would not be transferred. Despite initial assurances from the casino, the funds had been removed from the player's account. We had attempted to investigate the issue and had extended the response time for the player. However, the player did not respond to our inquiries. As a result, we were unable to further investigate and had to reject the complaint.
Bankonbet Casino - Player's winnings were confiscated.
Amount: €500
Bankonbet Casino
Safety Index:Very highSafety Index
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9.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I made a withdrawal of 500€ on September 12 and after 22 conversations with live chat, they informed me today that due to the infringement of Article 18.5, the transfer will not be made. In all previous conversations, they told me to simply be patient as the money was transferred and there were no issues. Far from not transferring the money to my bank, they have removed the funds from my account and left it at 0€. I feel deceived and mocked, led on by the words of all the seemingly ghost agents that exist in this casino.
Automatic translation:
Public
Public
1 year ago
Dear Papar585,
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. Have you accumulated your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino 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
