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.

Important notice:

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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.

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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.

Dear all,

Thank you for the patience.

We would like to inform you that after checking your case with the relevant department they inform us that you need to provide the following documents :

1.ID + Selfie (Onfido) ( To safely address your claim and verify your age, we require a secure liveness check.

Please click this official link to complete the verification process: eu.onfido.app/f/9fd5589b-d369-4a1f-be17-bcfc214dcee4

2.Selfie ID AOS

3.both sides of CC *0816

Kindly let us know here as soon as you have finished the process.

Once you confirm, we will immediately send your case to the relevant department team for a review.

Best regards,

Bankonbet

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

I already sent it to you

Dear Bankonbet Casino,

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

Dear all,

Thank you for the patience.

We would like to advice to you that after checking with the relevant department they inform us that you need to provide the following documents :

We need an official ownership (Attestazione di titolarità) issued by PostPay. Because this statement doesn't contain expiry date. (Please provide it here )

As for Onfido, please submit again with selfie.

eu.onfido.app/f/9fd5589b-d369-4a1f-be17-bcfc214dcee4

Kind regards,

Bankonbet

I feel like you're making fun of me and being disrespectful. You're wasting time, using more and more excuses to avoid paying 45 euros, and the situation is getting awkward.

So now you're telling me the problem is that the expiration date isn't visible on the statement. Okay, I'll post the card here via a screenshot from the app.

the card balance with the data relating to the card associated with the screenshot of the transactions

I don't have a computer so I'll write it here for you.

Now what other excuse are you coming up with?

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.

Dear all,

Thank you for the patience.

The relevant department inform us that you can provide documents via email , please provide the following :

We need an official ownership (Attestazione di titolarità) issued by PostPay in original PDF. Not a screenshot of a bank statement.

Kind regards,

Bankonbet

Which email address since you say they don't arrive?

I can provide the movements in PDF format, I can't do more.

Write here the email address to which the PDF should be sent

Dear Valospid,

We kindly advice you to check your email and provide there the requested documents.

Kind regards,

Bankonbet

Postepay digital transactions PDF sent now

Dear Bankonbet Casino,

Can you please provide us with an update on the player's verification process?

They keep sending me this email requesting documents. This is the third time I've sent them the PDF file of the official Postepay Digital card transactions downloaded directly from my Italian Post Office account. I can't do any more than this. I want to know if this guy makes the PDF, does he receive it or not, or are they just kidding me? Maybe he doesn't receive it, and I don't believe the Guru casino operator. Please, if he leaves me the email address, I'll send it directly to him and he'll be quick. I'm fed up with this kind of behavior for €45. I feel like I'm being laughed at and mocked.

Dear Valospid,

Thank you for the reply.

We would like to inform you that due to a recent technical error with our email system, we were unable to receive the documents you previously sent. Please check your inbox for our latest email and resend your documents to this email.

We sincerely apologize for the inconvenience and appreciate your cooperation.

Best regards,

Bankonbet

This is the fourth time

Let's hope this is the right time

Dear Valospid,

Thank you for the reply.

We would like to inform you that your documents has been accepted. Please provide in the same email the following:

ID + Selfie + Selfie ID AOS

Kind regards,

Bankonbet

No no you've bored me and the 5th time I've sent them to you over and over again, always the same things, you should be ashamed of making fun of people, you sent me the link and from that link I've uploaded them to you several times, now you close the matter and send me the amount of 45 euros and go around taking someone else, I have to work, just reread the chat

Dear Valospid,

I understand your frustration, particularly because you have already submitted several documents multiple times. However, the casino has now confirmed that your Postepay document was accepted.

To complete the verification, please reply to the casino’s latest email and attach the requested ID, selfie, and selfie with your ID. Please do not post these documents publicly in the complaint thread.

Although you previously completed the verification through the supplied link, it appears that the casino still requires these documents by email. Unfortunately, if you decide not to provide them, we may be unable to continue pursuing the complaint, as completing reasonable identity verification is necessary before a withdrawal can be processed.

At the same time, once you resubmit these documents, we expect the casino to confirm their receipt, review all of them together, and complete the verification without further unnecessary delays or repeated requests for the same documents. If anything remains insufficient, the casino should clearly explain the specific issue instead of asking you to repeat the entire process again.

Please let me know once the documents have been sent.

I'm fed up I'm fed up of being made fun of now I sent him selfies with ID and ID only

Dear Valospid,

Thank you.

Please check your email regarding the matter.

Kind regards,

Bankonbet

Dear Valospid,

I can see that you sent two attachments in reply to the casino’s email. The casino has now asked you to check your inbox, but has not explained its update in the complaint thread. Could you please explain, what the email says, or forward that email to me privately?

Once I know whether the documents were accepted or whether a specific issue remains, I can follow up accordingly.

Dear Mirka,

Thank you for the reply.

We would like to inform you that we inform the player on email that we accept the documents and we request only one to complete the verification which is :

Your selfie photo, holding your ID document with our website in the background..

Kind regards,

Bankonbet

It's a joke they're repeatedly making fun of me

They asked me for the card transactions after saying they hadn't arrived 4 or 5 times. Now they've said the PDF has arrived. The transactions have arrived and are fine, as is the usual process for the documents.

Now they wrote that they want the selfie with a document with their website as the background

it seems like science fiction to me

Dear Mirka,

Thank you for the reply.

We would like to inform you that we inform the player on email that we accept the documents and we request only one to complete the verification which is :

Your selfie photo, holding your ID document with our website in the background..

Kind regards,

Bankonbet

I'll try my best. If necessary, I'll have a photo taken, since I don't have an iPad. I don't have a computer, I just have a cell phone. Let's see what I can do. I repeat, you should be ashamed of yourself.

The only thing I can do is take and print a photo of a page of your casino, hold my hand with the document. I can't do more than that. Otherwise, you send me the photographer and have him bring a computer or iPad so I can use it as the background. Otherwise, it's more comfortable. Send me one of your employees with a painting with your casino in the background. I'll nail it to the wall and take a selfie with it. It's also a romantic thing. I might even contact my future husband if we have your painting as a background when we get married. It would be a joy for the guests too. Otherwise, the last option, or a friend who works in screen printing, could put up a billboard with your casino on a street in Grosseto of your choice. I'll stand under it and take a picture. What a wonderful advertisement that would be. Now, I'll see if they can do this screen printing for €1,000-1,500. I'm almost tempted to do it this way.

I have goosebumps from the emotion it's like being in an election campaign

I've just sent you an email with four selfies with your casino in the background. Let's see what else you have to ask us now, if we can afford to pay €45.

Dear all,

Thank you for the patience.

We would like to inform you that the account has been verified.

Kind regards,

Bankonbet

Thank you for the update, Bankonbet Casino.

Dear Valospid,

Can you please confirm, if you have also received your withdrawal?

So far I haven't had to resubmit the request because they cancelled it!!! Now, barring miracles, maybe they'll pay within a few days.

Dear Valospid,

I will be waiting for your confirmation of a received withdrawal. Feel free to use the 'resolved' button.

Dear all,

Thank you for the patience,

We would like to inform you that the withdrawals of the player has been successfully completed.

Kind regards,

Bankonbet

Yes, they were quite quick to pay out €45 I think at least three months and luckily, casino guru helped me solve the problem

The behavior of this casino is bordering on embarrassing and we are talking about a modest amount of money, let alone a much higher amount.

Dear Valospid,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru