Bankonbet Casino - Player's withdrawal request is delayed due to verification issues.

They blocked the crediting of the withdrawal request for account verification

As per their request, I go to my account and upload the documentation, but it doesn't upload. I tried changing browsers and texted them from my phone asking if I could email it to them, but they told me verification can only be done from the account by uploading data.

Since this is not the case, because they also wrote to me, that I could send the documents by email, I ask the casino guru to give me a hand to resolve the situation.

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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.

• Are there any documents you were able to upload on the website successfully?
• Have you paid attention to uploaded files that are in the correct format and not too big?
• Have you tried uploading new files, not just previously refused files, onto the website?
• Have you explained your difficulties with uploading documents to the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I can't upload them from my account, I reported it to the casino

I upload the files and the process is complete and everything remains unchanged

I reported it and asked for an email where I could send them but I didn't find any cooperation

the card is a digital postepay not physical so I have attached the transactions

I am waiting for directives on this matter.

Thanks for the detailed explanation.

• Has the casino approved your documents since your last post?
• Did the casino proceed to pay out some or all of your winnings to your bank account?

Please let me know.

As previously stated, they do not communicate and remain on their position. I asked them to give me an email address where I can send them but nothing.

If you could help me solve it

Dear Valospid,

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,

Tomas

Dear Valospid,

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? Please also include evidence if needed.

Thank you in advance.

Deal all,

Thank you for contacting us.

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

Dear Bankonbet Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience. Thank you for your attention to this matter.

I have already explained to you that it is a digital Postepay, not a physical card. To certify everything, I can send PDF files of the Postepay digital transactions.

I await confirmation on this matter.

in the meantime I'll proceed with the selfie

Dear Valospid,

Thank you for the reply.

We would like to inform you that after checking with the relevant department they inform us that you need provide an ownership confirmation of the digital card issued by Postepay in original PDF.

Kind regards,

Bankonbet

Where can I send my Postepay East account statement in PDF format? Can you provide an email address to send it to?

Dear Bankonbet Casino,

Can you please advise the player on a communication channel, that can be used to submit the bank statement?

Thank you.

Good morning, I completed the verification from the link you posted here in the forum. I am waiting for an email where I can send the transactions of the Postepay digital card in PDF format.

Dear Valospid,

Thank you for the reply.

We would like to advice you to provide the documents here if u can.

Kind regards,

Bankonbet

I don't know why, but it doesn't give me the option to upload PDF files here. I'll upload them as a screenshot if you like; otherwise, you'll need to provide me with an email address where I can send these documents.

Dear Valospid,

Thank you for the patience.

We would like to inform you that we send you email regarding the matter.

Kind regards,

Bankonbet

To the email you sent me, I attached a PDF of the card movements as a return email.

Dear Valospid,

Thank you for the reply.

We would like to ask you to retry to send the email as we didn't received it.

Kind regards,

Bankonbet

Dear Bankonbet Casino,

Can you please provide us with an update on the player's submitted document?

Dear Bankonbet Casino,

Please provide us with an update on the player's verification process. If there are any issues or other verification documents, or requirements that need to be supplied after the PostePay statement, please request them all at once so the verification process can be completed as soon as possible.

Thank you.