Bankobet Casino - Player's funds have been confiscated.

I am submitting this complaint regarding Bankobet under my username diagnosiss after attempting to resolve the issue directly with the casino without success. I have already requested ADR (Alternative Dispute Resolution), however it has not been provided to me. In addition, none of my emails have been answered and I am being completely ignored by the operator.

My account balance of approximately 7,000 USD has been removed or withheld without any valid explanation. I did not authorize any withdrawals or transactions that would justify this loss. I have requested clarification multiple times, but Bankobet has failed to provide any evidence or documentation supporting their actions.

They are unable to justify or prove any reason for withholding or removing my funds. Despite repeated attempts to contact support and compliance via email, I have received no meaningful response.

I have not violated any terms and I have fully complied with all requested procedures. Therefore, I believe this situation is unfair and unjustified.

I am requesting a full investigation into this matter, the provision of ADR as required, and the immediate return of my funds.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Thank you for your response.

I did not use any bonus. I played only with my real balance and all my winnings were obtained without any bonus.

I earned my winnings through sports betting, specifically live betting. I placed accumulator bets on approximately 5 matches. I wagered around $800 and won about $7,000.

However, the casino returned my initial deposit of $800 and removed the remaining $7,000 from my balance.

The reason given by the casino was that I was allegedly connected via IP with individuals who are banned from live betting. This is absolutely not true and, in my opinion, impossible. I use only one phone and one Wi-Fi connection. I do not have multiple accounts and I have never shared my account or connection with anyone.

Additionally, I was never asked to provide any documents or complete any KYC verification. My balance was simply removed without any prior request for identity verification.

Thank you for your assistance.

Dear Veronica,

I would also like to mention that after my balance was removed, I even contacted the Curaçao Gaming Control Board by email in search of a responsible contact, but I have not been able to reach anyone for days.

Even if I am not able to recover my funds, I cannot express how much it means to me that you have taken me seriously and engaged with my case. This alone has been very reassuring.

Thank you very much. I truly appreciate your help.

Thank you for your patience throughout the complaint process.

Please understand that if your winnings were voided and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika