The player from Germany could not access his account since March 24, 2025, due to an administrative decision. He had requested a refund of his €56 balance through multiple emails but had not received assistance. After submitting a complaint, he provided his bank details, and subsequently, he received his funds. The issue was marked as resolved by the Complaints Team, who facilitated communication with the casino.
Bankonbet Casino - Player's account access is blocked.
Resolved
Our verdict
Case closed
Amount: €56
Bankonbet Casino
Safety Index:Very highCase summary
Discussion
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11 months ago
Translation
Hello, I haven't been able to access my account since Monday, March 24, 2025. I was told in the live chat that this was an administrative decision. I've sent several emails requesting a refund of my €56 balance. So far, to no avail. I hope someone here can help me. I've only received one email (see attachment), but it hasn't helped me transfer my money yet.
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11 months ago
Dear AK1982888,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To better assist you, I have a few questions to clarify your situation.
- Could you please confirm if you completed the full KYC verification?
- Could you kindly forward the email where the casino informed you that your account was blocked and promised to refund your remaining balance, along with your responses? Please send these emails to me at veronika.f@casino.guru.
- What types of games did you play, such as slots, live casino games, or sports betting?
I hope we can help resolve this matter as soon as possible. Thank you for your cooperation, and I look forward to your reply.
Best regards,
Veronika
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11 months ago
Translation
Hello, I just received this email attachment, nothing more. No KYC documents were requested. I've rarely played there before. A bit of slots, a bit of sports betting. The account has been closed since Monday, as I was told in the chat, without any explanation. I haven't received any response yet regarding how I can get my balance refunded.
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11 months ago
In the screenshot you provided, it appears that the casino contacted you in advance regarding the manual transfer of your remaining balance.
Could you confirm whether you have responded to that email and provided all the necessary information for the transfer of your funds?
If you have not seen such an email in your inbox, have you checked your spam or promotions folder?
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11 months ago
TranslationHello, I never received an email regarding my remaining balance. Of course, I also checked my spam folder. I've been waiting for over 10 days for a refund of my remaining balance.
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11 months ago
Thank you very much, AK1982888, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
Dear AK1982888,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Bankonbet Casino representative to join this conversation.
Dear Bankonbet Casino, could you please provide more information about this case?
Looking forward to your reply.
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11 months ago
Dear AK1982888,
Thank you for contacting us.
We've sent you an email with a request to provide bank details to arrange a manual withdrawal of the funds. We're awaiting for your response.
Kind regards,
Bankonbet team
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11 months ago
TranslationHello, I just sent the bank details via email. Now I'll wait to see if and when the money arrives in my account and then I'll let you know.
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11 months ago
TranslationI received my money today. Strangely, the casino didn't take care of anything the whole time, until after I submitted the complaint here.
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11 months ago
Dear AK1982888,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
