The player from Germany filed a complaint against Bankonbet.com for a delayed or withheld payout after his account was closed, leaving him without access to his account balance or transaction history. His withdrawal requests were canceled multiple times due to alleged technical errors, and he received only standard replies without a concrete resolution. The player confirmed he had completed KYC verification, made one deposit using his own payment method, and had previously made successful withdrawals. We requested proof of deposit and the casino's communication about the account closure but received no further response from the player. Consequently, the complaint was closed due to lack of cooperation.
Bankonbet Casino - Player's account has been closed and withdrawal delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
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3 months ago
Translation
Ladies and Gentlemen
I hereby wish to file an official complaint against Bankonbet.com regarding a delayed or withheld payout.
My account was closed by the provider, meaning I no longer have access to my account balance or transaction history. Despite this, my withdrawal has still not been processed.
In addition, my withdrawal requests were repeatedly canceled by the provider. I received corresponding emails confirming the cancellation, citing alleged technical errors, even though I did not cancel the withdrawal myself.
For several weeks now, I have only received general standard replies stating that my case is "being reviewed," without any concrete explanation, payment date, or solution.
I have the impression that my credit is being withheld without any comprehensible reason and that the provider is not communicating transparently.
I therefore ask you to review this case and investigate the provider's behavior.
Upon request, I can provide all email histories, screenshots, and proof of payment.
Best regards
RA
Edited by a Casino Guru admin
Automatic translation:
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2 months 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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Could you please specify if you passed the full KYC verification, or at least submitted any identity documents to the casino for verification purposes?
- How many deposits have you made into this casino?
- Have you used your own payment methods to deposit money into your casino account?
- Could you kindly forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationHello,
Thank you for your complaint. I'm sorry to hear about the problems you're experiencing. Please allow me to ask you a few questions to better understand your situation.
Have you ever successfully made withdrawals from this casino?
Could you please indicate whether you have completed the full KYC verification process or at least provided the casino with identification documents for verification purposes?
How many deposits have you made at this casino?
Did you use your own payment methods to deposit money into your casino account?
Could you please forward me the email you received from the casino after your account was blocked? My email address is: veronika.f@casino.guru The
I hope we can help you resolve this issue as quickly as possible. Thank you in advance for your reply.
Best regards
Automatic translation:
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2 months ago
Thank you for your response. However, I can not see your answers to the following questions I asked you:
- Have you made any successful withdrawals from this casino before?
- Could you please specify if you passed the full KYC verification, or at least submitted any identity documents to the casino for verification purposes?
- How many deposits have you made into this casino?
- Have you used your own payment methods to deposit money into your casino account?
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2 months ago
TranslationThank you for your message.
Regarding your questions:
Yes, I have already successfully made withdrawals from this casino.
I have completed the KYC verification and submitted the required identification documents to the casino for verification.
I have made one deposit at this casino.
Yes, I used only my own payment method for the deposit.
I hope this information is helpful.
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2 months ago
Which payment method did you use to deposit money into your casino account?
When exactly did you make this deposit?
Please forward me a proof of the deposit that you sent to this casino at veronika.f@casino.guru.
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2 months ago
Thank you for your reply.
However, there appears to have been a misunderstanding. I was asking you to provide proof of the deposit you made before you started playing and accumulated the balance that you later attempted to withdraw.
Additionally, I have not yet received the email from the casino explaining why your account was blocked. Please forward the original communication you received from the casino regarding the account closure or restriction.
Kindly send the requested documents to veronika.f@casino.guru at your earliest convenience so that we can continue investigating your case.
Thank you for your cooperation.
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2 months ago
Dear Bobby121,
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.
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1 month ago
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,
Veronika
Casino.Guru
