The player from Germany is facing 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 has been provided for either the account closure or the payout delay.
Bankonbet Casino - Player's account has been closed.
Opened
Current status
Waiting for player to reply
6d 23h 27m 7s
Bankonbet Casino
Safety Index 8.4 HighCase summary
Discussion
Public
Public
22 hours 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.
Automatic translation:
Public
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32 minutes 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.
Public
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32 minutes 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
