The player from Italy faces issues with withdrawing funds as her account is blocked for verification. Despite attempting to upload documents as requested, the system fails to accept them. She seeks assistance to resolve this conflicting information regarding document submission.
Bankonbet Casino - Player's withdrawal request is delayed due to verification issues.
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Waiting for Casino Guru to reply
4d 14h 55m 39s
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
Public
Public
1 week ago
Translation
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. 
Automatic translation:
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Public
6 days 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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6 days ago
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
