The player from Spain faced a withdrawal issue after requesting funds 7 weeks prior, totaling approximately €2,300 plus €500 in blocked withdrawals. Despite providing all required verification documents, including proof of address and identity, the casino delayed the verification process for almost two months. After successful verification, the player managed to withdraw €1,000 in two transactions, but subsequent withdrawal attempts were blocked due to restrictions on the withdrawal method. The casino failed to resolve the issue or respond adequately to inquiries, which led the Complaints Team to close the complaint as unresolved due to the casino's lack of cooperation and absence of a valid license or ADR service.
Bankonbet Casino - Player’s withdrawal is delayed due to verification.
Opened
Current status
Waiting for player to reply
2d 23h 17m 2s
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
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7 months ago
Translation
Good morning,
I've been dealing with this problem for almost two months. I have approximately €2,300 plus €500 in withdrawals (which are blocked). The BANKONBET casino requested verification documents, which I provided, but they haven't verified them for about two months now. This is preventing me from withdrawing almost €3,000. I've tried contacting them via chat and email, but all they do is give me the runaround, saying they're overwhelmed with work and haven't been able to verify my information yet, that they're very sorry, and offering their sincerest apologies, etc.
It's shameful, nothing like this has ever happened to me before. I've tried emailing and chatting with them and nothing...
Please, I need a solution. Thank you very much.
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7 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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7 months ago
Dear Alvaro1369,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
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7 months ago
TranslationGood afternoon,
The documents provided were: The transaction history of the card I used to log in, done. Photo of the credit/debit card, done. (Since it's a virtual card, the document provided was a screenshot, as the rules state that if it's a virtual card like mine from WISE, a screenshot is allowed.) Selfie photo, done.
I uploaded these three documents about two months ago. After waiting several weeks (since it said they were under review), I logged into my account and saw that they were now asking me again for a photo of my credit/debit card. They weren't asking for the other two (transaction history and selfie). I uploaded a screenshot of my virtual WISE card two or three weeks ago, and I'm still waiting; it's still under review. All I do is exchange emails and chat with them, and all they do is apologize for the delay, add a note to the relevant team, and say it will be ready as soon as possible, as they have a heavy workload. Two months of waiting in total.
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6 months ago
Dear Alvaro1369,
Thank you for your reply. Has the casino indicated that there might be a problem with approving specific documents?
Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
Thank you for your patience and cooperation.
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6 months ago
TranslationGood morning,
First of all, please excuse the delay in responding, I have been traveling.
No, they haven't informed me of any problems with the document approval. In fact, whenever I've spoken to them via live chat asking for explanations or through Gmail, all they do is offer their sincerest apologies and say they don't understand what happened, that they're very sorry. It's always the same, but they never actually solve the problem.
I am forwarding all the email threads with them to the email address provided.
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6 months ago
Dear Alvaro1369,
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, Peter (peter.c@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,
Attila
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6 months ago
Hello there,
Thank you Alvaro1369 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Bankonbet Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.
Thank you!
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6 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
TranslationGood afternoon,
They're not answering? How is this possible?
I've never had anything like this happen with a bookie before; it's shameful that they're not going to pay me almost €3,000.
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5 months ago
Dear all,
We truly appreciate your patience.
We would like to inform you that we are working on the request with the highest priority. You will receive an email notification once there is an update.
Best regards,
Bankobet Team
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5 months ago
Dear Alvaro1369,
We truly appreciate your patience.
We would like to inform you that we have contacted you via email in order to request documents for the verification.
Best regards,
Bankobet Team
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5 months ago
TranslationGood afternoon,
Yes, you have asked me for a document to verify my postal address.
You already have the document uploaded to your website.
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5 months ago
TranslationProof of address. Attached is a screenshot of the document already uploaded on Wednesday, March 12th. This is for your records.
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Dear all,
We truly appreciate your patience.
We would like to inform you that documents has been forwarded to the relevant team. Once there is the update we will inform you immediately.
Best regards,
Bankobet Team
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5 months ago
Dear Player,
We are contacting you regarding your account verification. Because we detected VPN usage on your account, we need to verify your actual location.
Unfortunately, the document you previously submitted was rejected because it was printed and cropped. We cannot accept cropped or modified files.
To successfully verify your account, please follow these exact requirements:
Upload a proof of address document in the form of a household Utility Bill, Bank statement, or any government-issued doc showing your name and address, issued in PDF within the last 6 months.
Please ensure you download the original PDF directly from your provider and upload it without any cropping or alterations.
You can upload this document directly to your account profile or reply to this email with the file attached.
Kind regards,
Bankonbet Casino Team
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5 months ago
TranslationGood morning,
I can't upload a PDF file here, so I'm uploading it to my account profile. I've uploaded a bank statement showing my address and name, as you requested.
Peter, if you'd like, I can send this file to your email address. peter.c@casino.guru so that you can also verify that the file sent is correct with respect to the requested file.
Attached is a screenshot to show that the file is supposedly already under review.
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4 months ago
Dear Alvaro1369,
We truly appreciate your patience.
We would like to inform you that your document has been forwarded to the relevant team. Once there is an update, you will be informed immediately.
Thank you for the cooperation.
Best regards,
Bankobet Team
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4 months ago
Dear Alvaro1369,
We truly appreciate your patience.
Please provide an alternative Proof of Address, as bank statements from digital banks are not accepted.
Kindly ensure that the document is official, clearly shows your full name and residential address, and is provided in PDF format.
Once received, we will proceed with the verification.
Kind regards,
Bankobet Team
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4 months ago
TranslationGood morning,
I have just uploaded a bank statement to my account profile showing my address and name, as you requested. The bank statement is from a physical bank, not a digital one, namely BBVA.
It is in PDF format and clearly shows my full name and residential address
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4 months ago
Dear Alvaro1369,
We appreciate your patience.
We would like to inform you that your account was successfully verified. You may now proceed with submitting your withdrawal request.
Thank you for the cooperation.
Best regards,
Bankobet Team
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4 months ago
Dear Alvaro1369,
We are pleased to inform you that your account has been successfully verified.
You may now proceed with submitting your withdrawal request.
Kind regards,
Bankobet Team
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4 months ago
TranslationGood afternoon,
Thank you very much, I just made a withdrawal. I will let you know here if the withdrawal goes through or is canceled.
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4 months ago
Dear Alvaro1369, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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3 months ago
TranslationGood afternoon,
I'm updating you: I made two withdrawals of €500 each via bank transfer to the IBAN linked to my Wise account. There were no problems, and the withdrawals arrived within a week. Once they arrived, I tried to withdraw using the same withdrawal method and IBAN, but it wouldn't let me. They told me that the country of origin doesn't allow withdrawals to that country (the same method as the two previous withdrawals, which did arrive).
Upon seeing that, I tried to withdraw using VISA, the VISA card linked to my WISE account, but they have cancelled the withdrawal twice already...
There is currently about €1800 outstanding in the account, please be serious and pay it...it makes no sense that now you won't let me withdraw to an IBAN that I have withdrawn several times before.
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3 months ago
Thank you for the update Alvaro1369.
Dear Bankonbet Casino representative, can you update us on the situation regarding the withdrawal? Why is the player unable to withdraw using the method that was already successfully used to withdraw? Thank you in advance for your clarification!
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
Dear all,
Thank you for your patience.
We kindly inform you that we reviewing your case with the relevant department.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
Bankonbet
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3 months ago
Dear Alvaro1369,
Our records show no active withdrawal requests since May 4th. Please submit a new request, ideally using a different bank account registered in your name.
Once submitted, we will prioritize your transaction to ensure it is processed as quickly as possible.
Thank your patience.
Best Regards,
Bankonbet Casino Team
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
Dear Alvaro1369,
Despite providing the casino team with an extended time period, unfortunately, there has not been any development, and the casino team has stopped responding to our enquiries. This approach is not in alignment with the standards we expect from a high-rated casino. Consequently, we find ourselves in the position of having to close this case as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in their rating may encourage them to reconsider and renew their efforts to reach a satisfactory resolution, and this option certainly remains open to them. Of course, you will be notified by email of any developments. Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action.
I am sorry we could not be of more help on this occasion.
Best regards,
Mirka
Casino Guru
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4 days ago
Dear Alvaro1369,
Can you please confirm, if you have received the payout, as the casino mentioned in the reopen request?
