The player from Germany was facing an account block at a casino after requesting a withdrawal of €500, following a €125 deposit. Despite being assured of the payout within three days, the account was blocked based on an "administrator's decision," and no explanation had been provided for either the account closure or the payout delay. We closed the complaint because the account was blocked after sports betting activity, and we did not have enough expertise or insight to assess the casino’s internal investigation fairly. As a result, we were unable to judge the case or verify the reason for the block and payout delay.
Bankonbet Casino - Player's account has been closed.
Closed
Our verdict
Other
Amount: €500
Bankonbet Casino
Safety Index 8.4 HighCase summary
Discussion
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3 weeks ago
Translation
Hello Guru
This was my first time registering at this casino and playing there for the first time. I had never had an account with this casino before.
In total, I deposited €125 and then requested a withdrawal of €500.
Before my account was blocked, I contacted support. I was explicitly informed that I would receive the payout within 3 days.
The next day, however, my player account was suddenly blocked. The only reason given was an "administrator's decision." I have not yet received a concrete explanation as to why my account was blocked or why the payout is not being processed.
Since this was my first visit to this casino and I had neither played there nor had an account before, the sudden account suspension is incomprehensible to me.
I therefore request Casino Guru's assistance in clarifying this matter. In particular, I would like to know:
Why was my account blocked?
On what basis was this decision made?
What will happen to my outstanding payout of €500?
If verification is required, I am of course prepared to submit the necessary documents.
I request that the case be kept open until the matter is resolved and the payment due to me has been processed.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
TranslationHello Kristina,
Thank you for your feedback.
I only played sports betting. I was not required to verify my identity before my account was blocked.
completed.
I deposited €125 and then requested a €500 withdrawal. Support informed me that the withdrawal should be processed within 3 days. However, the next day my account was suddenly blocked.
Thank you for your support.
Best regards
Cengizhan
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3 weeks ago
TranslationHello Kristina,
I have several pieces of evidence, both from the live chat and via email, in which casino employees have repeatedly confirmed to me that I will receive my €500 payout and that I don't need to worry about this.
I can provide these conversations and emails as evidence. Therefore, I ask you to consider this evidence when reviewing my complaint.
Thank you for your support.
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2 weeks ago
Thank you for your reply, Cengiz2000. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.
