Bankonbet Casino - Pelaajan kotiutus viivästyy vahvistusprosessin vuoksi.

I have been a BankOnBet customer for over a year.

I have made over €15,000 in deposits and have had several withdrawals and winnings without any problems previously.

In December I earned €3,800.

I requested a withdrawal of €1,500, which is still pending.

In addition, I still have €2,300 in my game balance.

Only after these significant winnings did BankOnBet suddenly request a full verification of my account. I submitted all the required documents on December 11, 2025.

Today is January 5, 2026, more than three weeks have passed and the verification has not been completed, the payment has not been made and I have not been given any clear timeframe.

This situation appears to be an abusive withholding of funds.

I demand the immediate completion of the verification, the payment of the €1,500 withdrawal, and full access to all my funds.

If I do not receive a prompt solution, I will continue the process with regulatory authorities and consumer protection platforms.

I am posting this complaint to warn other players.

Soy cliente de BankOnBet desde hace más de un año.

He realizado más de 15.000 € en depósitos y he tenido varios retiros y ganancias sin ningún problema anteriormente.

En diciembre gané 3.800 €.

Solicité un retiro de 1.500 €, el cual sigue pendiente.

Además, aún tengo 2.300 € en mi saldo de juego.

Solo después de estas ganancias importantes, BankOnBet solicitó repentinamente una verificación completa de mi cuenta. Entregué todos los documentos requeridos el 11 de diciembre de 2025.

Hoy es 5 de enero de 2026, han pasado más de tres semanas y la verificación no ha sido completada, el pago no se ha realizado y no se me proporciona ningún plazo claro.

Esta situación parece una retención abusiva de fondos.

Exijo la finalización inmediata de la verificación, el pago del retiro de 1.500 € y el acceso completo a todos mis fondos.

En caso de no recibir una solución rápida, continuaré el proceso ante las autoridades reguladoras y las plataformas de protección al consumidor.

Publico esta queja para advertir a otros jugadores.

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.

Dear Melane95230,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Could you please specify which documents you submitted for the verification process on December 11, 2025? Did you provide all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Hello,

Below you will find the requested information:

• The currently pending withdrawal request was made on December 11, 2025.

• My last successful withdrawal was received on December 6, 2025.

The processing time was approximately one week between the application and the receipt of the funds in my bank account.

• For the verification process carried out on December 11, 2025, I submitted all the required documents correctly, completely and within the deadline, namely:

– the two bank cards used on the account (in my name),

– a proof of funds,

– my bank document / bank identity document,

– my passport.

• The profits were obtained without any active bonus.

I did not use any bonus and I am aware of the wagering requirements associated with bonuses (x40 wagering requirements), which I did not apply.

As of today, the withdrawal requested on December 11th is still pending, awaiting validation of my documents, despite having provided all the information correctly from the beginning.

I remain at your disposal for any further information.

Sincerely,

[redacted by Casino Guru]

Hola,

A continuación les facilito la información solicitada:

• La solicitud de retiro actualmente pendiente fue realizada el 11 de diciembre de 2025.

• Mi último retiro exitoso fue recibido el 6 de diciembre de 2025.

El plazo de procesamiento fue de aproximadamente una semana entre la solicitud y la recepción de los fondos en mi cuenta bancaria.

• Para el proceso de verificación realizado el 11 de diciembre de 2025, envié todos los documentos requeridos de forma correcta, completa y dentro del plazo, a saber:

– las dos tarjetas bancarias utilizadas en la cuenta (a mi nombre),

– una prueba de fondos,

– mi documento bancario / comprobante de identidad bancaria,

– mi pasaporte.

• Las ganancias fueron obtenidas sin ningún bono activo.

No utilicé ningún bono y conozco las condiciones de apuesta asociadas a los bonos (requisitos de apuesta x40), las cuales no apliqué.

A día de hoy, el retiro solicitado el 11 de diciembre sigue pendiente, a la espera de la validación de mis documentos, a pesar de haber proporcionado toda la información correctamente desde el principio.

Quedo a su disposición para cualquier información adicional.

Atentamente,

[redacted by Casino Guru]

Dear Melane95230,

Thank you for your reply and for providing the previous details.

Could you please answer the following questions:

• Which payment method did you choose to withdraw your winnings? Was it the same method you used previously?
• Could you please share screenshot of your withdrawal request with the status visible? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Have you checked if there were any specific requirements or alerts sent to you by BankOnBet that you might have missed?
• Could you provide any additional communication regarding the verification process you had with the casino? This can include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Best regards,

Petra

Hello Pierre,

Thank you for your message and your help.

Below you will find the requested information:

• The payment method chosen for the withdrawal is bank transfer to my personal account (IBAN in my name).

Yes, it's the same payment method I used for my previous successful withdrawals, specifically the one on December 6, 2025.

• Attached to this message is a screenshot of my withdrawal request, with the status visible, as well as a screenshot of my withdrawal history.

• I have carefully reviewed all messages and notifications from BankOnBet.

I have not received any additional clear requests other than the standard verification process.

To date, only my passport has been approved, and the other documents have been pending since December 11, 2025.

• Regarding the verification process, on December 11, 2025, I sent all the documents requested by the casino:

– passport (approved),

– proof of bank account,

– proof of funds,

– documents related to the payment method.

Despite this, the verification remains incomplete with no explanation or deadline provided.

I will also send the requested screenshots and exchanges to the email address provided.

Thank you again for your support in this matter.

Sincerely,

[redacted by Casino Guru]

Hola Pierre,

Gracias por su mensaje y por su ayuda.

A continuación le facilito la información solicitada:

• El método de pago elegido para el retiro es la transferencia bancaria a mi cuenta personal (IBAN a mi nombre).

Sí, es el mismo método de pago que utilicé para mis retiros anteriores con éxito, en particular el del 6 de diciembre de 2025.

• Adjunto a este mensaje una captura de pantalla de mi solicitud de retiro, con el estado visible, así como una captura de mi historial de retiros.

• He revisado cuidadosamente todos los mensajes y notificaciones de BankOnBet.

No he recibido ninguna solicitud adicional clara aparte del proceso de verificación estándar.

Hasta la fecha, solo mi pasaporte ha sido aprobado, y los demás documentos siguen pendientes desde el 11 de diciembre de 2025.

• En cuanto al proceso de verificación, el 11 de diciembre de 2025 envié todos los documentos solicitados por el casino:

– pasaporte (aprobado),

– prueba de cuenta bancaria,

– prueba de fondos,

– documentos relacionados con el método de pago.

A pesar de ello, la verificación sigue incompleta sin explicación ni plazo proporcionado.

También enviaré las capturas de pantalla y los intercambios solicitados a la dirección de correo indicada.

Gracias nuevamente por su apoyo en este asunto.

Atentamente,

[redacted by Casino Guru]

Dear Melane95230

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,Igor (igor.p@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,

Petra

Dear Melane95230,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bankonbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Bankonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bankonbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Melane95230,

Thank you for reaching out to us.

We would kindly like to ask you to provide us with the email address that you registered with us in order to locate your account.

The email address provided does not show the according account as there are no funds.

Thank you for your understanding.

Kind regards,

Bankonbet Team

Dear Melane95230,

Thank you for the clarification.

When you were creating this complaint, you entered an email address ending with @gmail.com instead of @yahoo.com.

That is why the casino was not able to find your account.

Dear Bankonbet Casino,

The player has now provided the correct email address.

Please review this case and share with us any relevant information.

Dear Melane95230,

Thank you for your prompt reply and sharing the requested details.

We have forwarded the details to the relevant team and requested for an immediate update.

Therefore, we believe, we should be able to provide an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Kind regards,

Bankonbet Casino team.

Dear Bankonbet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Melane95230,

Following a review of your account in relation to your concerns, we would want to inform you that once your account completes verification process you will be able to attempt withdrawals once again.

To proceed further with the verification process, we kindly suggest you to please upload a clear image of with the card 513165******9520 front and back, showing first 6 and last 4 digits, through the verification tab in your profile. 

The middle 6 digits and CVV code have to be covered. We will not accept the image without information covered or covering any other information apart from middle 6 digits and CVV code.

Once again, please make sure to upload a clear image for both front and back through the verification tab in your profile. 

We are looking forward to your update.

Kind regards,

Bankonbet Casino team.

Hello,

I have already explained this several times, and I am concerned that my messages are not being properly reviewed.

On my account, there is NO option available in the Verification section to upload my card. I have checked both on the website and on the mobile application, and there is no place where I can submit these documents.

Despite this, you keep asking me to upload the card "through the verification tab", which is technically impossible on my profile.

I am fully willing to cooperate and provide the requested images immediately, but I cannot do so without access to the proper upload section.

Please:

Either activate the upload option on my account,

Or tell me exactly where I can upload the documents,

Or allow me to submit them via another secure method.

I am attaching screenshots to show that no upload option is available on my side.

After more than two months of waiting, this situation must be resolved urgently.

I expect a clear and concrete solution, not another generic response.

Kind regards,

[redacted by Casino Guru]

Dear Bankonbet Casino,

According to the player’s reply, they are unable to use the verification tab in their profile properly.

Can you help the player with this issue?

Or is there any other way for them to upload the documents?

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.

Dear Melane95230,

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Bankonbet Casino team.

Hello,

I am contacting you again as I still have not received any response from your side regarding the documents I sent.

As requested, I have already provided the card images by email, in full compliance with your instructions. Despite this, I have received no confirmation, no update, and no clear information about the status of my verification and withdrawal.

This situation has now been ongoing for far too long. My funds have been blocked for more than two months, and this lack of communication is unacceptable.

I expect an immediate review of my case, a confirmation of receipt of my documents, and a clear timeline for the release of my funds.

If I do not receive a proper response shortly, I will have no choice but to escalate this matter further through official complaint platforms and regulatory channels.

I look forward to your prompt reply.

Kind regards

Dear Bankonbet Casino,

Thank you for your response and for keeping us informed that the documents are currently under review.

Please reply when there is any update regarding this complaint.

Thank you for your attention to this matter.

Good morning,

I am contacting you again regarding my account and my blocked funds.

I have sent all the requested documents, including images of my bank card, as per your instructions. Despite this, my account remains unverified and my balance of €3,800 has been frozen for over two months.

I have not received any clear confirmation or a specific timeframe for the completion of the verification and the release of my funds.

I want to make it clear that I will not abandon this case. If this situation is not resolved quickly, I will be forced to take legal action to recover my money.

I request an immediate review of my file and a clear response with a precise deadline.

I await your prompt reply.

Sincerely,

Buenos días,

Me pongo en contacto con ustedes nuevamente en relación con mi cuenta y mis fondos bloqueados.

He enviado todos los documentos solicitados, incluidas las imágenes de la tarjeta bancaria, conforme a sus instrucciones. A pesar de ello, mi cuenta sigue sin verificarse y mi saldo de 3.800 € permanece bloqueado desde hace más de dos meses.

No he recibido ninguna confirmación clara ni un plazo concreto para la finalización de la verificación y la liberación de mis fondos.

Quiero dejar claro que no abandonaré este caso. Si esta situación no se resuelve rápidamente, me veré obligado a iniciar acciones legales para recuperar mi dinero.

Les solicito una revisión inmediata de mi expediente y una respuesta clara con una fecha límite precisa.

Quedo a la espera de su pronta respuesta.

Atentamente,

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.

Dear Igor,

We have sent an email to you attached the evidences for further review.

Upon reviewing the account, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which Melane95230 had acknowledged upon the creation of the account on our website:

4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

<...>

9.1 :- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• using the Website for commercial purposes or in someone else’s name or interest;

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

<...>

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

<...>

In accordance with the articles previously mentioned, we would like to reiterate that the balance has been voided. Consequently, these funds cannot be returned pursuant to our Terms and Conditions.

We trust that this information will assist in clarifying the matter for you.

We are looking forward for your update.

Warm regards,

Bankonbet Casino team.

Dear Melane95230,

According to the casino's messages and evidence, it appears that you used your friend's card to top up your balance.

On top of that, you confirmed this to the support team on 16/01/2026.

As it stands, this seems to be the main issue and the reason for your account closure.

Could you please confirm this, or would you like to comment on it? Feel free to share any further information.

Once this is confirmed, we can continue with the case and resolve the complaint accordingly.

Dear Melane95230,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru