Bankonbet Casino - La cuenta del jugador ha sido cerrada debido al retraso en el pago.

Hello! I'm reaching out to share and seek help with a terrible experience I've had with Bankonbet, which has been extremely distressing for me due to the seriousness of the situation.

On August 1st, I informed the VIP manager via WhatsApp and email that I wanted to partially self-exclude from the platform because I’m undergoing treatment for gambling addiction. I was told this would involve the immediate closure of my account and the deposit of the remaining balance (as obviously, I wouldn't be able to access my account to withdraw it myself).

The problem is that, as of today, August 8th, I haven't received any part of my balance or any news about the payment. Worse yet, neither my VIP manager nor support has even given me a tentative date, a proposal for installments, or any other information. The only response I've received is: "the finance department is looking into it, and we can't give you more information."

It’s worth mentioning that the balance I'm referring to is free of bonuses, rollovers, or other pending conditions, so it should be deposited into my account in full. Additionally, my account is 100% verified with official documents, as are my deposit and withdrawal methods.

What frustrates me the most is that this pending payment is delaying my debt payments, leading to financial penalties in the Chilean financial system. If I could withdraw the funds manually, this wouldn't be an issue. Most importantly, I want to address my gambling addiction, and this situation is preventing me from closing that chapter.

To summarize, here’s what I request:

N°1- Deposit my total balance into my bank account and/or another agreed-upon method.

N°2- Due to the debt I had to pay today, August 8th, I had to take out a loan of 11,000,000 CLP. I request that Bankonbet covers the interest on this loan, which amounts to 9,000,000 CLP. This amount reduces to 3,000,000 CLP if paid off immediately.

I demand point N°2 for the following reasons:

1- Lack of transparency with the customer: Evidence is attached showing that no part of the balance has been paid, nor have I been given tentative payment dates. Most importantly, at the time of account closure, no terms and conditions were mentioned, such as "the balance refund process may take up to X days or X weeks." They only said, "the finance department is looking into it, and we can't give you more information."

2- If I had known the situation would be so chaotic, I would have preferred not to close the account so I could withdraw my funds manually. If that were the case, I would already have 11,400,000 CLP in my possession, equivalent to the daily amount I could withdraw (1,275,000 CLP per day) * 8 days since the account closure (August 1st) until today (August 8th). This means I wouldn't have had to take out an additional loan of 11,000,000 CLP to pay off debts due today, August 8th.

3- There are no timelines specified in the site's terms and conditions.

Lastly and most importantly, the account closure was UNILATERAL by Bankonbet upon my mentioning that I had a gambling addiction. When I mentioned this, I asked my VIP manager about partial self-exclusion measures, such as limiting bets or deposits. I was told that my account had to be closed due to my addiction issues, and that my balance would be returned.

I hope and appreciate your help and mediation,

Best regards!

Hola! Les comparto y a la vez les pido su ayuda con una pésima experiencia que he tenido con Bankonbet, la cual me tiene muy mal psicologicamente debido a la gravedad de la situación.

Sucede que el pasado 01 de Agosto, le comento a la VIP manager vía Whatssap y vía correo que deseo autoexcluirme parcialmente de la plataforma por estar en tratamiento contra la ludopatía o adicción al juego, en donde me dice que esto implica el cierre inmediato de la cuenta y el depósito del saldo que tenga en la cuenta (puesto que evidentemente no podré ingresar a mi cuenta para poder retirar por mis medios).

El problema, es que hasta el día de hoy 08 de Agosto no he recibido ninguna parte de mi saldo ni noticias del pago de mi saldo, y peor aún, ni mi VIP manager ni soporte ni siquiera me dan una fecha tentativa, una propuesta de pago en cuotas o algo por estilo, la única respuesta es: "lo está viendo el departamento de finanzas y no podemos darte mas información".

Cabe mencionar, que el saldo al cual hago referencia esta libre de bonos, rollover u otros pendientes que lo puedan condicionar, por lo que debería depositarse en mi cuenta de forma íntegra. Además, mi cuenta está 100% verificada con documentos oficiales, ídem para los medios de depósito y retiro.

Lo que más molesto me tiene, es que este pago pendiente me atrasa con el pago de deudas el cual me lleva a caer en morosidades y sanciones en el sistema financiero de Chileno, cosa que de poder retirar manualmente no hubiera caído, y lo más importante, que quiero curar mi adicción al juego y esto no me deja cerrar ciclo.

Haciendo un resumen, lo que solicito es lo siguiente:

N°1- Que me depositen mi saldo total a mi cuenta bancaria y/o en un método a convenir

N°2- Debido a la deuda que tenía que pagar hoy 08 de Agosto, debí solicitar un crédito de 11.000.000 CLP, en donde solicito que bankonbet se haga cargo de los intereses de dicho crédito que son 9.000.000 CLP, el cual se reduce a 3.000.000 CLP en caso de hacer prepago inmediato

El punto N°2 lo exijo por las siguientes razones:

1- Falta de transparencia con el cliente: Se adjunta evidencia que no se ha pagado ninguna parte del saldo ni tampoco me han informado fechas tentativas de pago. Y lo más importante, tampoco en el momento de cerrar cuenta me dicen o me mencionan terminos y condiciones como por ejemplo "el proceso de reintegro del saldo puede demorar hasta X días o X semanas"...solo se limitan a decir "lo está viendo el departamento de finanzas y no podemos darte mas información".

2- De haber sabido que la situación sería tan caótica, hubiera preferido no cerrar cuenta para retirar mis fondos de forma manual, de ser así ya tendría en mi poder 11.400.000 CLP que es equivalente al monto diario que yo podía retirar (1.275.000 CLP al día) * 8 días que han pasado desde el cierre de la cuenta (01 de Agosto) hasta hoy (08 de Agosto), esto quiere decir, que no hubiera tenido que solicitar un crédito adicional de 11.000.00 CLP para el pago de deudas que vencían hoy 08 de Agosto.

3- En los t´erminos y condiciones de la página no hay plazos

Lo último y más importante, el cierre de cuenta fue UNILATERAL por parte de Bankonbet al mencionar que yo tenía problemas de adicción al juego, ya que el día que mencione que tenía problemas de adicción al juego, a mi VIP manager le consulté por medidas parciales de autoexclusión, como limitar apuestas o depósitos y me dijo que debía cerrarme la cuenta por tener problemas de adicción, complemetando además, que mi saldo sería devuelto.

Espero y agradezco vuestra ayuda y mediación,

Un abrazo!

Dear jduartes,

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 understand the whole situation completely. 

• Do I understand correctly that you currently don't have access to your casino account?
• Have you made any successful withdrawals before? 
• Could you please clarify how much money you had in your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Cristina, nice to meet you!

Thank you very much for your response. Answering the questions:

Do I understand correctly that you currently do not have access to your casino account?

Exactly, even yesterday, August 8th, I spoke with the VIP Manager assigned to my account (or ex-account, rather) so that they would give me access again so that I could withdraw the balance manually to end this uncertainty. Where she told me that it was not possible due to law or something like that.

Have you made any successful withdrawals before?

Yes, I made many successful withdrawals and deposits, there is no problem in that regard.

Could you clarify how much money you had in your casino account?

The exact balance I had was 30,120,000 CLP. Free of bonuses and rollover, that is, it is money eligible for withdrawal at 100%

To sum up, I just need them to give me my balance, which is what corresponds, no more and no less. But they have me in total uncertainty.

Lastly, and not to be unfair to the bookmaker, although they have not deposited any money from my balance, nor have they given me tentative dates or anything like that, as of today (August 9th) they have not denied payment of my balance nor have they questioned it... they only tell me that "it is under investigation and if there is any news they will let me know"... that "neutral" phrase obviously does not clarify anything for me and leaves me in total uncertainty, especially when I no longer have access to the account and literally all my balance is in the possession of the bookmaker.

Cristina mucho gusto!

Muchas gracias por tu respuesta. Respondiendo las preguntas:

¿Entiendo correctamente que actualmente no tienes acceso a tu cuenta de casino?

Exacto, incluso ayer 08 de Agosto hablé con la VIP Manager asignada a mi cuenta (o ex-cuenta mejor dicho) para que me dieran acceso de nuevo y así yo retiraba el saldo de forma manual para terminar con esta incertidumbre. En donde me dijo que no se podía por ley o algo así.

¿Has realizado algún retiro exitoso anteriormente?

Si, realicé hartos retiros y depositos exitosos, en ese aspecto no hay problema

¿Podrías aclararme cuánto dinero tenías en tu cuenta del casino?

El saldo exacto que tenía era de 30.120.000 CLP. Libre de bonos y rollover, es decir, es dinero apto para retiro en un 100%

Complementando el caso, solo necesito que me den mi saldo que es lo que corresponde, ningún peso más y ningún peso menos. Pero me tienen en total incertidumbre.

Por último y tampoco para ser injusto con la casa de apuestas, si bien no me han depositado ningún peso de mi saldo, ni tampoco me han dado fechas tentativas o cosas por el estilo, a la fecha de hoy (09 de Agosto) no me han negado el pago de mi saldo ni tampoco lo han cuestionado...solo me dicen que "está en investigación y cualquier novedad me lo harán saber"...esa frase "neutral" obviamente no me aclara nada y me deja en total incertidumbre, sobre todo cuando ya no tengo acceso a la cuenta y literalmente todo mi saldo está en poder de la casa de apuestas.

Thank you very much, jduartes, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Hi Jozef! Thank you very much for taking my case.

I am writing to you to give an update on the case dated August 16, 2024. As expected from this "serious and transparent" casino, I have not received any news and nothing about my balance. The last contact I had with Bankonbet was on Sunday, August 11, where in the Support chat they assured me that in a maximum of 3 to 5 business days I would receive my entire balance in full through a manual withdrawal (I attach evidence of what they tell me)...and supposedly today was the deadline and nothing...not even a contact from the casino.

It is worth mentioning that I have been waiting for my balance since August 1st, which has already been more than 2 full weeks. In good faith, I have offered the casino that they can pay me in installments, or that they simply give me access to the account again to make the withdrawals myself since I do not trust them.

Please, I ask for your help. Not having that money in my possession has brought me many financial complications since I was counting on that money and above all the constant uncertainty that they are literally stealing from me.

A hug from Chile.

PS: The complete evidence of the chat and the emails was sent to your email since here it only lets me upload images

Hola Jozef! Muchas gracias por tomar mi caso

Te escribo para dar una actualización del caso con fecha 16 de Agosto de 2024. Como era de esperar de este casino "serio y transparente", no he recibido noticias y nada de mi saldo. El último contacto que tuve con Bankonbet fue el día Domingo 11 de Agosto, en donde en el chat de Soporte me aseguraron que en un máximo de 3 a 5 días hábiles recibiría el total de mi saldo de forma íntegra a través de un retiro manual (adjunto evidencia de lo que me dicen)...y supuestamente hoy era el plazo final y nada....ni siquiera un contacto del casino.

Cabe mencionar que estoy esperando mi saldo desde el día 01 de Agosto, en donde ya han pasado más de 2 semanas completas. De buena fé, le he ofrecido al casino que me puede pagar en cuotas, o que simplemente me den acceso a la cuenta de nuevo para hacer yo mismo los retiros ya que no confío en ellos. 

Favor solicito vuestra ayuda, el no tener ese dinero en mi poder me ha traído muchas complicaciones económicas ya que contaba con ese dinero y sobre todo la incertidumbre constante de que literalmente me están robando.

Un abrazo desde Chile.

PD: La evidencia completa del chat y los correos fue enviada a tu correo ya que acá solo me deja subir imágenes

Dear jduartes,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello! I am sharing with you a brief update on the case

On August 16th I contacted Bankonbet support again, where I told them that on August 11th they had agreed to make a manual withdrawal between 3 to 5 business days, where once again, nothing happened. In the chat with support on August 16th they told me that the withdrawal had taken longer due to the high amount and because they were verifying things with my bank to make the manual withdrawal, where for the thousandth time they asked me for patience again. I asked them what aspects or things they wanted to corroborate with my bank, in order to help and speed up the process, however, they told me for more details I should write to support... and guess what happens... I wrote to support and to this day they have not responded.

The only positive thing about this case is that the casino acknowledges that they will pay me the full amount of my balance and that they are working on it, but given the time that has passed, the lack of responses and especially of my money, leaves a lot to be desired in terms of the transparency and respect for the customer that this casino has.

The casino should not only pay my balance, but also compensate in some way for this terrible experience.

Jozef, I ask for your support, please let me know if you need any information.

A hug

PS: I shared all the backups, emails and chats to your email

Hola! Les comparto una breve actualización del caso

El 16 de Agosto nuevamente contacto a soporte de Bankonbet, en donde les digo que el 11 de Agosto se habían comprometido a realizar un retiro manual entre 3 a 5 días hábiles, en donde una vez más, nada sucedió. En el chat con soporte del día 16 de Agosto me comentan que el retiro se ha demorado más por el alto monto y porque estaban verificando cosas con mi entidad bancaria para realizar el retiro manual, en donde por milésima vez me vuelven a pedir paciencia. Les pregunto qué aspectos o cosas querían corroborar con mi entidad bancaria, con el propósito de ayudar y acelerar el proceso, sin embargo, me dice para más detalles debía escribir a soporte...y adivina qué sucede...escribo a soporte y hasta el día de hoy no me responden

Lo único positivo de este caso, es que el casino reconoce que me pagarán el total de mi saldo y que están trabajando en ello, pero ya por el tiempo que ha pasado, la ausencia de respuestas y sobre todo de mi dinero, deja mucho que desear de la transparencia y respeto por el cliente que tiene este casino.

El casino no solo debería pagar mi saldo, si no también compensar de alguna forma esta pésima experiencia.

Jozef ruego tu apoyo, cuenta conmigo cualquier dato que necesites.

Un abrazo

PD: Todos los respaldos, correos y chats los compartí a tu correo

Updated August 20, 2024.

I received a payment via Skrill of $425,000 CLP. That is, barely 1% of the $30,120,000 CLP they owe me. I hope it is a joke or a test deposit.

@Jozef please I beg for your support.

Greetings!

Actualización 20 de Agosto de 2024.

Me llega un pago vía Skrill de $425.000 CLP. Es decir, apenas un 1% de los $30.120.000 CLP que me deben. Espero se trate de una broma o de un depósito de prueba.

@Jozef favor ruego tu apoyo.

Saludos!

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 jdua,

Thank you for contacting us.

We would like to kindly inform you that we endeavour to complete the upcoming withdrawals as soon as possible.

Yours sincerely,

Customer Support

Dear Bankonbet Casino team,

May I kindly ask you to evaluate the case again? It seems that you have not addressed all the players' concerns.

Dear Bankonbet Casino team,

May I kindly ask you to address the player's concerns from his last message? As the player experiences gambling problems, I do believe you should find some relevant way to solve this as soon as possible.

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 Jozef,

We would like to kindly inform you that the balance is being manually paid out in instalments that are mentioned in our Terms and Conditions.

We cannot offer a payout of the entire balance at once.

Kind Regards,

Bankonbet Team

Dear jdua,

The casino team has informed me that your account has already been closed and you will receive the withdrawal in accordance with their terms and conditions. Could you please confirm this? While I am unable to assist further with the withdrawal process, the positive news is that, since you can no longer lose funds, the situation is somewhat favorable.

Dear jdua,

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.

Dear jdua,

Could you please specify the total amount you managed to withdraw during the entire month of September?

Dear Bankonbet Casino team,

According to our latest information, the monthly withdrawal limit is $5,950,000 CLP, with a daily limit of $425,000 CLP. Could you please explain why there is such a significant difference in the case of this player?

Dear jdua,

Is there any update, or is the situation still the same?

Dear Bankonbet Casino team,

As it seems you missed this part, can you please react?

According to our latest information, the monthly withdrawal limit is $5,950,000 CLP, with a daily limit of $425,000 CLP. Could you please explain why there is such a significant difference in the case of this player?

We would like to ask the Bankonbet Casino to reply to this complaint. We are extending the timer by 7 days.  

Dear jdua,

Can you please confirm how much is left in your balance for withdrawal?