Bankonbet Casino - Player’s account has been closed.

Hello,

Bankonbet Casino has closed my account without any warning or reason. It says that it's under review, and i can't log in. I made sports bets. This is my only account there, and i used my PC and my phone to log in. Now i can't access it, and can't withdraw the money left there. I don't know exactly how much is left there. Around 660€ is my estimate (they will know it). After corresponding with them through email, they say my account is closed and that i should send documents for KYC. Now it has been 11 days since i sent documents, and they don't answer anything.

Thank you

KR

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello,

on the page, before closing my account. They didn't ask for any documents, nor could I upload them.

I sent all documents on 23.10.2025. 09:09 am. Documents were: ID from both sites, Skrill proof of ownership, transaction history in Skrill for August, and a selfie holding the ID while their website is visible in the background.

After they asked for documents via email on 22.10.2025, they didn't contact me anymore. I asked multiple times after that, to see if my documents vere verified, but no response.

Kind regards

Please forward me the entire communication between you and the casino customer support regarding the closure and verification of your account at veronika.f@casino.guru.

Dear s1ko07,

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.

Hello Veronika,

i have sent you email on 10th of November.

Didnt you get it?

In the meantime Bankon has verified my account but i still didnt get all the money from account.

Regards

Thank you very much for your email. Please note that when a complaint is active, it’s always helpful to reply to the complaint thread to notify me that an email has been sent. I receive tens of emails every day, and it can sometimes be difficult to keep track of them immediately.

I’m glad to hear that the account has now been verified. May I kindly ask how many pending withdrawal requests are currently visible in the account? Additionally, could you specify the total amount that has already been withdrawn from this casino?

Hello,

i cant access account to see it.

I have got 500€, but that was requested before they closed my account.

Now its left some more on account, i think 160€ that they need to send.

kind regards

Have you contacted the casino to inquire about when the remaining balance should be paid out to you? If you received any new communication from the casino regarding the payout, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Hello,

no i didnt ask them through email.

I only wrote it here.

I will write them email now.

Have you received any reply from Bankonbet Casino support in the meantime? If so, kindly forward it to me, or send a screenshot to this thread.

hello, i only got this email 7 days ago and still nothing since…

Dear s1ko07

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department handling such issues.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bankonbet Casino representative to join this conversation.

Dear Bankonbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear s1ko07,

Thank you for reaching out to us.

We would kindly like to inform you that we forwarded your case to the relevant department for further review and expect further updates in the nearest time.

We will contact you as soon as possible with additional information.

Thank you for your patience and understanding.

Kind regards,

BankonbetCasino Team

Dear Mirka,

We would kindly like to ask you to check your emails where we provided to you further information regarding this case.

Dear s1ko07,

Thank you for your patience.

We would kindly like to inform you that your account has been permanently closed due to administration decision.

Furthermore we would kindly like to inform you that the remaining balance will be paid to you in the nearest time.

Thank you for your patience and understanding.

Kind regards,

BankonbetCasino Team

Hello Bankonbet,

i have sent you all the necessary data you asked for withdrawal.

Kind regards

Dear Bankonbet Casino,

Could you please confirm, if you received player's information, and specify, when he can expect to receive the withdrawal?

Thank you.

Dear s1ko07,

Thank you for your reply and the provided data. 

Please be informed that your details have been forwarded and will be reviewed. In case all information are correct your payment will proceed in the nearest time. 

We thank you for your understanding and patience. 

Kind regards,

BankonbetCasino Team

Hello,

i got all my money after 1 month of waiting.

Thanks to Casino Guru for help.

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear s1ko07,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka