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I've been waiting for my funds to be withdrawn for a month. I made three withdrawals and was waiting for the funds, and suddenly they put my account under review and asked for documents. I sent them, and I'm still waiting for a response. This whole process has been going on for over a month. I need help urgently because this is getting frustrating. They don't respond to my emails to support or anything.

Llevo un mes esperando al retiro de mis fondos. Hice 3 retiros y estaba esperando los fondos, y de repente ponen mi cuenta en revisión y me piden documentos. Los envio, y sigo esperando una respuesta. Todo este proceso lleva ya más de un mes, necesito ayuda urgentemente porque esto está siendo desesperante, no responden a los correos que envío a soporte ni nada

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? Which documents did the casino request? Was your account verified previously?
• 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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

Could you please let me know how long you were a player at the casino and when exactly your account was blocked?

A few weeks ago, and it crashed 2 weeks ago too.

How did you find out your account was blocked?

When entering the account it says it is under review, that is, closed after speaking with them.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

A little bit of everything

Did you reach your current balance with a bonus? What documents did the casino request? Was your account previously verified?

Without a voucher, they asked me for documents and I have sent them but they do not respond to my emails.

Could you share your communication with the casino regarding the issue? Please send me emails or chat transcripts to my email address. tomas@casino.guru , or post screenshots here

That is the only thing I got after I spammed them with emails

¿Podrías informarme cuánto tiempo fuiste jugador en el casino y cuándo exactamente se bloqueó tu cuenta?

Unas semanas, y se bloqueó también hace 2 semanas.

¿Cómo se enteró que su cuenta estaba bloqueada?

Al entrar en la cuenta viene que está en revisión, o sea cerrada tras hablar con ellos

¿A qué juegos jugaste para acumular tu saldo actual en el casino? (tragamonedas, juegos en vivo, apuestas deportivas)

De todo un poco

¿Lograste tu saldo actual con un bono? ¿Qué documentos te solicitó el casino? ¿Tu cuenta fue verificada previamente?

Sin bono, me pidieron documentos y se los he mandado pero no responden mis correos

¿Podrías compartir conmigo tu comunicación con el casino sobre el problema? Envíame correos electrónicos o transcripciones de chat a mi correo electrónico. tomas@casino.guru , o publique capturas de pantalla aquí

That is the only thing I got after I spammed them with emails

Thanks for your reply.

• When you attempt to log in to your account, what error is displayed? Could you please share a screenshot?
• Were you accused of breaching any terms and conditions in the casino? Has the casino not provided you with an explanation since your last reply?
• Share any other relevant information via email to tomas@casino.guru

Thanks in advance for your cooperation.

When you try to log into your account, what error do you see? Could you share a screenshot?

It means that the account has been closed

Were you accused of violating any of the casino's terms and conditions? Has the casino not provided an explanation since your last response?

The casino is not communicating with me.

Al intentar iniciar sesión en tu cuenta, ¿qué error aparece? ¿Podrías compartir una captura de pantalla?

Significa que la cuenta ha sido cerrada

¿Le acusaron de incumplir algún término y condición del casino? ¿El casino no le ha dado una explicación desde su última respuesta?

El casino no se comunica conmigo

A month and a half, I have sent them hundreds of emails and they never respond... I need urgent help and for you to contact the casino, because this is out of the ordinary and I have played in many casinos, I think they are not going to pay me because they do not respond.

Un mes y medio, les he enviado cientos de correos y nunca me responden... necesito ayuda urgente y que contactéis con el casino, porque esto se escapa de lo normal y he jugado en muchos casinos, creo que no me van a pagar porque es que no responden

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

The last thing they've asked me for is a deposit receipt and proof of address. Regarding the deposit, I already sent them an Excel spreadsheet with all the transactions downloaded directly from my MEXC wallet. The file came with a password, which I provided. However, they tell me they can't open the file and ask for a screenshot of a deposit. But of course, since my account is closed, I don't have access to my deposit history and I don't know the date I made them, so it's impossible for me to send that screenshot. If they told me the date of the deposit, I could obviously take a screenshot.

And at the address, I sent them a registration form issued by my town hall and also a bank receipt, both documents should have been accepted and yet they are rejected.

Lo último que me han pedido es que le envie un comprobante de depósito y una prueba de dirección. En relación al de´pósito, yo ya les envié un excel con todas las transacciones descargado directamente desde mi billetera mexc, archivo el cual venía con contraseña y se la indiqué. Sin embargo, me dicen que no pueden abrir el archivo y me piden captura de pantalla de un depósito. Pero claro, como mi cuenta está cerrada, no tengo acceso a mi historial de depósitos y no se en qué fecha los hice, por lo que me es imposible enviar esa captura. Si me dijeran la fecha del depósito podría hacer la captura evidentemente.

Y en la dirección, les envié un volante de empadronamiento expedido por mi ayuntamiento y también un justificante bancario, ambos documentos deberían haber sido aceptados y aun así los rechazan

Dear yeguaff,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bankonbet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bankonbet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear yeguaff,

Thank you for bringing this to our attention.

We want to assure you that we are looking into this. Your concern is important to us, and our team is currently reviewing all necessary details to provide a proper solution.

As soon as we have an update, you will be notified immediately. We appreciate your patience and understanding while we work on this.

Kind regards,

Bankonbet Casino Team.

That's the same as nothing, you have to tell me the date of the deposit so I can send the document.

Eso es lo mismo que nada, me tenéis que decir la fecha del depósito para que pueda enviar el documento

Dear yeguaff,

I hope you're well.

We’ve sent you an email regarding your account. Kindly check your inbox and get back to us at your earliest convenience.

We look forward to your reply.

Kind regards,

Bankonbet Casino Team.

Hello,

I just sent the documents

Hola,

Acabo de enviar los documentos

Dear Bankonbet Casino,

According to the latest information, the player has submitted the requested documents. Could you please confirm their receipt and advise on the expected timeframe for the review process and the potential release of the player’s funds?

Thank you for your cooperation.

Dear yeguaff,

Thank you for bringing our attention to this matter.

Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.

Thank you for your cooperation.

Kind regards,

Bankobet Casino Team.

This is what's happening. After nearly two and a half months of waiting for the withdrawal, they're now asking me for more and more information to verify it. A month ago, they asked me for a declaration from MEXC that the account is mine, and I sent them screenshots of it, and they themselves told me they didn't offer that type of document. MEXC is anonymous; my name isn't on that crypto wallet. Cryptocurrencies are anonymous. That's why I use them. I sent them the screenshots a month ago, and they said okay; they didn't ask me for it again. But now, after two and a half months, they're asking me for it again as if nothing had happened. And now, in order for them to receive the information, they tell me again that I have to send the document, I tell them again that MEXC DOESN'T offer the document they require, etc., and it's going to take another two weeks for them to unjustifiably reject the payment. This seems to me like a deliberate attempt to avoid paying my account balance, and an unfair practice that shouldn't go unpunished.

Esto es lo que está pasando. Después de cerca de dos meses y medio esperando el retiro, ahora me siguen pidiendo más y más datos para verificar. Hace ya un mes me pidieron una declaración de mexc de que la cuenta es mía, y les envié capturas de que mexc y ellos mismos me decían que no ofrecían ese tipo de documento. Mexc es anónimo, mi nombre no está en esa billetera de crypto. Las crypto son anónimas. Por eso las uso. Les envié las capturas hace un mes y me dijeron que vale, no me lo pidieron más. Pero ahora me lo vuelven a pedir como si nada, después de 2 meses y medio. Y ahora, para que reciban la información, me vuelvan a decir que tengo que enviar el documento, les vuelva a decir que mexc NO ofrece ese documento que requieren, etc, van a pasar otras dos semanas en las que injustificadamente están rechazando el pago. Esto me parece un intento deliberado de no querer pagar el saldo de mi cuenta, y una práctica desleal que no debe salir impune

Dear Bankonbet Casino,

Could you please clarify which specific documents are still required from the player? You may either share the exact details here in this thread or contact me privately at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

Kindly be informed that we have contacted you regarding this complaint via email. Please check in your earliest convenience.

Kind regards,

Bankonbet Casino team.

Dear Bankonbet Casino,

Thank you for your message and for the clarification.

Dear yeguaff,

According to the casino’s latest update, they are still awaiting proof of ownership for your MEXC account. While you mentioned that MEXC operates anonymously, that’s not entirely accurate. MEXC does require KYC verification for withdrawal limits exceeding 1,000 USDT per day, and each account is linked to a specific email address.

To resolve this matter, please provide a screenshot from your MEXC profile showing the linked email address, or alternatively, share an email confirmation or notification received directly from MEXC to your registered email address. This should be sufficient to confirm ownership of the account and allow us to move forward with the resolution process.

Thank you for your cooperation.

They asked me to send them uncropped, and that's what I did... I've been in this verification process for 3 months now, I hope I can withdraw the money soon, because it's driving me crazy

Me pidieron que se las enviara sin recortar y eso he hecho... llevo 3 meses en este proceso de verificación, espero que pueda retirar el dinero ya, porque me está volviendo loco

Dear yeguaff,

I just want to clarify one point: the cropped screenshots you posted here are not the same ones you sent to the casino, and the casino received the full-size images, correct?

There is one more thing you can do to help speed up the process. Instead of sending a screenshot of the email from MEXC, you can download the full email message from your Gmail account and attach it directly to your correspondence with the casino.

To Download an Email from Gmail (as a .eml file)

1. Open Gmail on your computer.
2. Click to open the email you want to download.
3. In the top-right corner of the email, click the three dots (⋮).
4. Select "Download message".
5. The email will be saved to your device as an .eml file.

Thank you for your cooperation.

Dear Bankonbet Casino,

Could you please provide an update on the status of the verification process?

The player has already supplied screenshots from their MEXC account. Can you confirm whether these are acceptable as valid proof of account ownership?

Thank you.

Dear all,

We’ve received the screenshots from the player’s MEXC account, and the relevant team is currently reviewing them. Once we have an update on the verification process, we’ll share it here.

Best regards,

Bankonbet Casino team.

Dear Bankonbet Casino,

Thank you for your confirmation. As it has been five days since our last correspondence, I wanted to kindly ask whether there are any updates or results from the review process.

I appreciate your time and cooperation, and I look forward to your response.

Dear Kubo,

Kindly be informed that the email was sent to the player few days ago asking his bank details for the refund.

We are still waiting for his reply and the requested information. Once we receive it the refund will be initiated as soon as possible.

Best regards,

Bankonbet Casino team.

Perfect, but I want to withdraw via crypto, since that's the method I used to deposit into your casino; I never used a bank transfer.

Perfecto, pero quiero retirar por crypto, ya que ese es el método que usé para ingresar en vuestro casino, nunca usé transferencia bancaria

Dear Bankonbet Casino,

Could you please confirm whether the player will be able to withdraw his funds via cryptocurrency, given that it was the only method he has ever used to deposit money on your platform?

Thank you.

Dear Kubo,

Please be informed that we have sent an email to the player requesting his crypto wallet details for the refund and waiting for his reply.

Best regards,

Bankonbet Casino team.

Dear Kubo,

 

We are pleased to inform you that your withdrawal request has been successfully completed.

 

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

 

Kind Regards,

Bankonbet Casino team.

I received emails saying that all three withdrawals had been requested, but now I've received a notification that the first one has been rejected. I don't understand anything.

Recibí los correos de que los tres retiros se habían solicitado, pero ahora me ha llegado que el primero de todos ha sido rechazado, no entiendo nada

The casino claims the second payment has been sent, but I haven't received it. I don't understand. The first payment was rejected, and the second was supposedly sent, but I haven't received it in my wallet.

El segundo según el casino ha sido enviado, pero no lo he recibido, no entiendo. El primero rechazado, y el segundo supuestamente enviado pero no lo he recibido en mi billetera

I've been told I can only withdraw via bank transfer... which is a big disadvantage for me. I only want to withdraw in crypto; if I couldn't do that, I wouldn't have played at all. Is there anything that can be done, Casinoguru?

Me han dicho que solo puedo retirar por transferencia bancaria... algo que a mi me perjudica bastante, yo solo quiero retirar por crypto, si no hubiera podido hacerlo, directamente no habría jugado nada. Hay algo que se pueda hacer casinoguru?

Dear Bankonbet Casino,

The player reports that they are still experiencing issues with their payments. Could you please provide an update on the current status of the situation?

Thank you.

Dear Kubo,

We require bank account details to process the payout, as the previously provided payment method was not available for the player’s account or for the currency being used.

We asked player to submit the following bank information so the withdrawal can be completed:

Account holder name

Bank name

IBAN or account number

SWIFT/BIC (if applicable)

Country

Thank you for your cooperation!

Kind Regards,

Bankonbet Casino team.

I don't really understand why I can't withdraw via crypto, to be honest.

No entiendo muy bien el por qué no puedo retirar por crypto, la verdad

Dear Bankonbet Casino,

Could you please clarify why the withdrawal via cryptocurrency is not feasible? Typically, issues arise when players request withdrawals to a different payment method from the one used for the deposit due to AML policies. However, in this case, the player wishes to withdraw the funds using the same method originally used for the deposit, yet it has now become a problem.

Could you please explain what the current issue is?

Thank you.

Dear all,

Kindly be informed that we currently do not process payments via USDT. However, player can use any of the following supported cryptocurrencies:

BTC (Bitcoin)

LTC (Litecoin)

DOGE (Dogecoin)

USDC (ERC20)

The email has also been sent to the player.

If there a need of any help with these payment methods please let us know.

Kind regards,

Bankonbet Casino team.

I have sent the wallet address

He enviado la dirección de billetera

Dear yeguaff,

 

We are pleased to inform you that your withdrawal request has been successfully processed.

 

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

 

Kind Regards,

Bankonbet Casino Team.

I have received the funds

He recibido los fondos

Dear yeguaff,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo