Bankonbet Casino - Player's account has been closed unexpectedly.

I have been gambling with high stakes on BankonBet lately after becoming VIP there. They have been giving me good freebets for my losses. When I finally got a win they have now closed my account! My winnings was with raw balance. I am not sure about the exact amount as I had some pending withdrawals etc. But it should be around 150k NOK.

When I try to login it says my account is under review. But they told me on maim that it is closed. They have zero explenation.

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 sorry to hear about your negative experience with Bankonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you passed account verification? Which documents were you asked to provide during the verification process?

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

Best regards,

Tomas

Dear Norwegiangambler,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Norwegiangambler. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hey, sorry for not responding. I was on vacation and did not get any notices on mail. This is still not solved. Please help, it us a lot of money missing!

Dear player,

Please let me know the answers to my previous questions:

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you passed account verification? Which documents were you asked to provide during the verification process?

Looking forward to your reply.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I made my account in the summer and played regularly. They contacted me to become VIP pretty fast. I had been losing pretty much to begin with. It was in October I was blocked.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Mostly sports betting, but I like to play some casino aswell. Most of the winnings was from sports. But I had been losing a lot before I won. On my losing streak they gave me many bonuses

Have you passed account verification? Which documents were you asked to provide during the verification process?

I have not been asked to upload any documents and it is not possible now with my closed account. I can verify without a problem if they ask me to.

Dear Norwegiangambler,

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, Martina ([email protected]). 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,

Tomas

Dear Norwegiangambler,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bankonbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Dear Norwegiangambler,

We are very sorry to hear about your concerns and appreciate you bringing this matter to our attention. Please rest assured that we are initiating a thorough investigation with the relevant departments.

We will keep you updated and provide further information as soon as possible.

Thank you for your patience and understanding.

Kind regards,

Bankonbet casino Team

Dear Bankonbet Casino Team,

Thank you very much for the update!

We would appreciate it if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I have been told these things for many weeks. They just drag the time and send premade copy/paste replies. Just tell me what I need to do to withdraw. I can provide all you need. But I am tired of being lied to on chat and mail.

Dear Norwegiangambler,

We hope you are well.

We have been informed by the relevant department that additional documentation is required in order to proceed. Please provide the following items at your earliest convenience:

Government-issued ID

Selfie (clear photo of yourself)

Credit Card ending in ****6812

Transaction statement for August

Selfie holding your ID

Proof of Ownership for your crypto wallets

Once all documents have been submitted, we will promptly continue with the verification process.

Should you have any questions or require assistance, please do not hesitate to contact us.

Kind regards,

Bankonbet casino Team

I have already sent this and you probably know that. This is just another reply to keep time going.

And why did you use over 1 month before you told me to send these documents? The account have been closed a long time with no updates from you.

Stop wasting time and review the documents already provided.

They have even told me it is recieved. I have asked if you need more documents. I can provide everything as long as I get my money

Dear Norwegiangambler,

I completely understand how frustrating this situation must be, and I’m truly sorry for the inconvenience you’ve experienced. Your patience so far has been greatly appreciated.

If possible, I would kindly encourage you to resend the documents so the casino can review them again. I know it’s not ideal, but this will give them another chance to verify everything properly, and I truly hope the process will move more quickly this time.

Thank you once again for your understanding and cooperation, it really means a lot. If there’s anything else you need or if you’d like me to follow up on your behalf, I’m here to help.

Look at how they reply. How am I supposed to contact them if they do not accept email requests? I can not log into my account, so it is impossible to see the progress

Dear Norwegiangambler,

To make this matter easier and faster to resolve, we have sent you a separate email requesting all necessary documents.

Please provide the required information through that email (check inbox) at your earliest convenience.

If you have any questions or need assistance, feel free to contact us.

Kind regards,

Bankonbet casino Team

I have already sent them. 4. December. Stop playing stupid to make time go.

Dear Bankonbet Casino Team, has there been aby update regarding the verification, please?

Dear Norwegiangambler,

We can confirm that the documents have been received and forwarded to the relevant department for review. The department has advised that the ID, credit card and Selfie ID have been reviewed and are authorized.

However, we are still awaiting the following additional documents:

Transaction statement for August showing both incoming and outgoing transactions.

Crypto wallet ownership documentation clearly indicating the holder’s name.

Kindly provide the above at your earliest convenience so we may proceed accordingly.

Kind regards,

Bankonbet casino

No you are not. I have sent it over a week ago! This have to be the worst customer support ever.

And everybody knows a crypto wallet does not have any name unless you are using an exchange.

I even informed you that I had sent everything 8. december and provided you a picture of the mail sent. I have now sent the documents again.

Dear Norwegiangambler,

Our verification team had checked them, but unfortunately, they weren't able to accept them. Because of this, we'll need you to re-upload the files so we can get everything sorted for you.

Once you upload the documents requested, the relevant department will check and review them as fast as they can in order to complete your request.

Thank you for your patience.

Kind regards,

Bankonbet casino Team

Not able to accept them? Based on what? I sent all the documents you asked for. Just stop being difficult.

Dear Bankonbet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Norwegiangambler,

The relevant department has reviewed your documents but we got informed that specific documentation is still outstanding. To proceed with your request and avoid further delays, please provide the following:

Full Transaction History for August: Statement showing all incoming and outgoing transactions for the entire month.

Proof of Crypto Wallet Ownership: Official document from your wallet provider that clearly displays the wallet address alongside the account holder’s full name.

Please ensure that all documents are clear, legible, and uploaded in their original format. Once these files are received, our team will prioritize the final review of your account.

Thank you for your cooperation.

Best regards,

Bankonbet casino Team

I sent it for the second time 18. December? You are just playing stupid…

And on 23. december I asked again if you need more documents. I have told you Trust Wallet is just a wallet. It is no verification or names. Just check yourself. I have sent screenshot of my wallet and transactions from august. Tell me what is wrong!

Do you see what I have to deal with Martina?

Dear Bankonbet Casino, can you please let the player know, if there is anything else the player can submit instead of trust wallet?

Dear Trym,

We are writing to provide a brief update regarding the issue recently raised.

Please be assured that our team is actively working on this matter. We have escalated the situation to the relevant department for a specialized review. While we are currently awaiting their response and a definitive resolution, we are monitoring the progress closely.

We understand the importance of a timely solution and appreciate your continued patience. As soon as we receive an update or further information, we will notify the forum immediately.

Best regards,

Bankonbet casino Team

Dear Bankonbet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

They just send copy paste messages like normal. Just trying to drag out time. How long can it take to pay out someones money?

Dear Norwegiangambler,

Following the recent issue you raised, we would like to provide you with an update on the status of your inquiry.

Your case was escalated to the relevant department for a thorough review. To proceed with their investigation, they have requested further documentation regarding your payment method ending in *6812.

Specifically, we require a full bank statement for the month of August. Please ensure the document meets the following criteria:

The statement must cover the entire month of August.

Both incoming and outgoing transactions must be clearly visible. Currently, the last statement provided reflects outgoing payments, and we require the full history to be completed.

Please note that regarding your Crypto wallet, no further information or documentation is required at this time.

Thank you for your cooperation and patience.

Best regards,

Bankonbet Casino Team

What are you talking about? The document includes ingoing and outgoing? I have sent it again. But you do not even accept mails… What kind of casino is this??

Dear Norwegiangambler,

If using the email is not working for the casino, you can either usually upload it on their website, or post it here and I will mark it as sensitive so that only you , me and casino is able to see it.

Dear Norwegiangambler,

To ensure that we can provide you with a faster, easier, and more secure experience, we have just sent a follow-up message directly to your registered personal email address so we can get the documents needed there.

Please check your inbox (and your spam folder, just in case) for an email from us. Following the instructions in that message will allow us to prioritize your request and ensure your account details remain protected.

Best regards,

Bankonbet casino Team

Thank you Bankonbet Casino for making things easier!

Dear Norwegiangambler,

can you please upload the document according to casino´s advise and let me know, if you were successful?

Thank you so much both for cooperation!

can you confirm that it is recieved? I just want to get this out of the world.

Dear Norwegiangambler,

We are writing to confirm that we have successfully received your transaction history documentation.

We have escalated this request to the relevant department for a comprehensive review and verification. They are currently conducting a detailed check.

Once we receive an update or further information from the relevant team, we will notify you immediately. No further action is required from your side at this time.

Thank you for your patience while we finalize this review.

Best regards,

Bankonbet casino Team

Dear Mary,

The relevant department has completed their review of your August bank statement and has confirmed that it meets all our current requirements. No further action is needed regarding that specific document.

Regarding your crypto ownership, as you are utilizing a Trust Wallet, the department has clarified that formal ownership certification for the wallet itself is not required.

However, to complete the verification process, they require proof of deposits for the month of September originating from your crypto accounts. This documentation should clearly show the transaction details and the movement of funds into your account.

Best regards,

Bankonbet Casino Team

I have sent you my crypto adress? You are able to see all transactions. Why are you making everything difficult? I can not even log into my account to see deposits.

Dear Bankonbet Casino,

are you able to verify it?

Please let us know. Thank you