The player from Chile had experienced issues with verification documents, which had led to a delay in the withdrawal of his funds and eventual account closure. The player had sent numerous documents for address verification, but they had been repeatedly rejected. After a careful review of the evidence provided by the casino, it was found that the player's documents had shown signs of tampering/editing. As a result, the player's complaint had been rejected, in agreement with the casino's decision to close the account due to failed verification.
Bankonbet Casino - Player struggles with account verification and account closure.
Amount: $269,000 CLP
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
Translation
I sent about 50 documents that were requested to verify my identity, deposits, and address.
I sent around 30 documents that verify my identity and deposits, which were repeatedly rejected. They were only gradually accepted one by one (the same documents that had been rejected previously) until the only one left was proof of my address. I sent bills and government documents but they were never accepted. There was a time when I wasn't even allowed to upload the files. They closed my account and intentionally delayed the process of rejecting my document just to close my account and swindle me. I urgently need help, please.
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8 months ago
Hello abcd1234yy,
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? Which documents have been already approved and which ones not? Do you have any remaining real money balance on your casino account? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
Hello, thank you for responding, I hope you can help me with this injustice.
They have already closed my account, I have $269,000 (€260) The first thing they accepted was my identity card and then chaos came, they asked me for astropay transaction history from Nov 23 to Dec 23 and from Dec 23 to Jan 24, I sent everything correctly as I They asked for it, I sent about 50 screenshots of the transactions which were rejected for about 2 weeks in a row, then they accepted me on Nov 23-Dec 23, the same screenshot that I had sent on repeated occasions, the same thing happened to me with the Next, they accepted it after sending it for about 2 more weeks, so I have no doubt that they did this on purpose, then I had proof of address (send government document, telephone, electricity, bank receipt) which They were all rejected, the page sometimes bugged and wouldn't let me upload my documents (error attached), the support told me that my account was closed for not completing the verification process within the deadline and that they would return my last deposit, which was $10,000 (€8 approx) and does not generate any profit based on that last deposit, since it was to be able to unlock the withdrawal via bank transfer.
I find it a total injustice, please help me, you can keep 50% of the money if you help me. thank you so much
I hope no one deposits in this casino
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8 months ago
Hello abcd1234yy,
Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru. If there is too many e-mails, please forward only the important ones where the casino explains why was the documents rejected or the account closed.
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8 months ago
Dear abcd1234yy,
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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8 months ago
Translation
Hello, 2 days ago I sent screenshots to the email I mentioned above.
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8 months ago
Thank you abcd1234yy for all the information provided so far. 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 abcd1234yy,
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,
Can you please provide us with the reasons why is the player's verification process taking quite unusually long? It looks like the same player's documents were accepted and aproved later so why were they previously rejected?
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8 months ago
Translation
I want to know the reason why they never accepted my documents and the reason why they repeatedly rejected my astropay history documents (approximately around 50), just to bore the client, pay me my $269,000 casino scammer.
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8 months ago
Dear Michal,
Thank you for reaching out.
Please be informed that we sent you an email to michal.k@casino.guru. Looking forward to your reply.
Best regards,
Bankonbet.com
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8 months ago
Thank you for your email and the provided evidence, Bankonbet team.
Dear abcd1234yy,
After a careful review of the information and evidence provided by the casino, I am afraid I am no longer able to pursue this case. Unfortunately, you did not pass the verification process for valid reasons, and we agree with the casino's decision. The documents you have provided show signs of tampering/editing. Consequently, we are forced to reject this complaint.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
Casino Guru
