Bankonbet Casino - El jugador no puede retirar las ganancias bloqueadas.

Bankombet has blocked more than €2,000 on my account. They won't let me withdraw anything, and they don't give me any explanation. They've canceled two withdrawals even though the account is verified, and I've made withdrawals in the past without any problems.

I've only received an email back saying that my withdrawal provider has rejected the withdrawal, which is a lie because I made a crypto withdrawal and it's impossible for it to be rejected by the other party.

Also, now when I try to withdraw it directly tells me that withdrawals are blocked.

They're not helpful at all in the chat, and they just talk nonsense about deleting cookies and cache and stuff like that.

They are robbing me

Suddenly, they tell me I have to re-verify. They ask for extremely private documents, like all my bank transactions (whether related to their bookmaker or not) for months on end—something completely illegal. I send them, and they reject them.

After contacting me again via chat, they literally told me this:

"Thank you very much for waiting online. I have verified the documentation you submitted and, indeed, it is not in a valid format. Currently, banks include verification tools such as QR codes or similar on their documents. For this reason, we have been unable to approve your verification. We ask that you please request bank statements from your bank in a verifiable format."

Even so, I've sent them absolutely everything they've asked for, fighting with the bank to get what they asked for. I've sent it again, and everything remains the same. They don't tell me anything, and withdrawals are still disabled. They don't answer emails. When I contact them via chat, I have to explain over and over again what happened, and they do absolutely nothing.

They are robbing me in an incredible way.

Bankombet me tiene bloqueados más de 2000€, no me dejan retirar, no me dan explicaciones. Me han cancelado dos retiros cuando la cuenta está verificada y ya hice retiros en el pasado sin problemas.

Me han contestado solo un email diciendo que mi proveedor de retiro ha rechazado el retiro, lo cual es mentira porque hice un retiro por crypto y es imposible que sea rechazado por la otra parte.

Además, ahora al intentar retirar me dice directamente retiros bloqueados. 

Por el chat no ayudan absolutamente nada y solo dicen tonterías de borrar cookies y caché y cosas de esas.

Me están robando

De repente me dicen que tengo que volver a verificar, me piden documentos super privados como todos mis movimientos bancarios (tengan que ver con su casa de apuestas o no) de periodos de meses de tiempo, algo totalmente ilegal. los mando y me los rechazan.

después de volver a contactar por el chat me han dicho literalmente esto:

"Muchas gracias por su espera en línea. He verificado la documentación remitida y, efectivamente, no se encuentra en un formato válido. Actualmente, los bancos incluyen en sus documentos medios de verificación como códigos QR o similares. Por esta razón, no hemos podido aprobar su verificación. Le solicitamos que, por favor, pida a su banco los extractos bancarios en un formato verificable."

aun asi les he mandado absolutamente todo lo que me han pedido, peleandome con el banco para conseguir lo que me han pedido, lo he vuelto a enviar y todo sigue igual. no me dicen nada y sigo teniendo los retiros deshabilitados. no contestan mail, cuando contacto por chat tengo que explicar una y otra vez lo sucedido y no hacen absolutamente nada.

me están robando de forma increible.

Dear marcoslopez86,

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 have you been a player of the casino and when exactly your account was blocked for withdrawals?
• When was the last time you were able to withdraw your winnings and when did you complete account verification previously?
• Have you used crypto exclusively for deposits and withdrawals in this online casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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,

Tomas

Could you please let me know how long you've been a casino player and when exactly your account was blocked for withdrawals?

About a year ago, I was able to withdraw without any problems the first few times, but it's been a couple of months since they started going into thief mode.

When was the last time you were able to withdraw your earnings and when did you previously complete account verification?

I was able to withdraw successfully a few months ago; I don't remember the exact date. I was able to withdraw and verify successfully. I'll say the same thing as the previous question; it's been a few months since they've gone crazy. They ask for almost impossible documents, and even after I send them, they don't verify the documents or allow withdrawals.

Have you used cryptocurrency exclusively for deposits and withdrawals at this online casino?

Not only crypto, but also cards

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

sports betting and casino

¿Podrías informarme cuánto tiempo hace que eres jugador del casino y cuándo exactamente se bloqueó tu cuenta para retiros?

Hace mas o menos un año, las primeras veces pude retirar sin problemas, y es desde hace un par de meses hacia aquí cuando se han puesto en modo ladrón.

¿Cuándo fue la última vez que pudo retirar sus ganancias y cuándo completó la verificación de cuenta anteriormente?

pude retirar bien hace unos meses, no recuerdo la fecha exacta. pude retirar y verificar bien. digo lo mismo de la pregunta anterior, desde hace unos meses hacia aquí es cuando se han vuelto locos. pidiendo documentos casi imposibles, y aun habiendolos mandado, no terminan de verificar ni dejan retirar.

¿Ha utilizado criptomonedas exclusivamente para depósitos y retiros en este casino en línea?

no solo crypto, tambien tarjeta

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

apuestas deportivas y casino

Dear marcoslopez86,

If your issue persists, could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your reply and cooperation.

Of course, the problem persists. I'll send you screenshots of the chats and email communications with the bookmaker to the email address you mentioned between today and tomorrow.

Por supuesto que el problema persiste. Te voy a enviar al correo que me comentas entre hoy y mañana, capturas de los chats y comunicaciones por email con la casa de apuestas.

i already email you with all documents

Thanks for the provided information.

The documents you included in your email don't appear to be the bank statement the casino is asking for.

Could you please confirm that you sent the following information to the casino?

1. Transaction history from the payment method used to top-up the account from December through January. Please make sure to include all the details pertaining to the transactions done within the previously mentioned time period on it´s original format without alterations.

2. Transaction history from the Credit card 522714******1577, pertaining to the period from October 15th, 2024 until November 15th, 2024. Please make sure to include all the details pertaining to the transactions done within the previously mentioned time period on it´s original format without alterations

Please understand that adjusting the documents you sent (removing pages, etc.) might cause your documents not to be accepted.

Sisi, of course I sent them.

As I sent you in the documents and evidence, they were requesting those two documents that you mentioned in the previous message, when I had already sent them those documents and they had accepted them some time ago, having asked me for new documents as I attach in the screenshots.

That is, I already had those documents verified and they were asking me for proof of wealth and a bank ownership certificate, and in the email they replied that I had to send those two documents that I had already sent and that they had already verified for me weeks ago, while they continue to reject these two new documents that they ask me for again and again and without giving me the reason.

Sisi, claro que los envié.

Como os he enviado en los documentos y pruebas, me estaban solicitando ellos esos dos documentos que vosotros menáis en el anterior mensaje, cuando esos documentos yo ya se los había enviado y me los habían aceptado hace tiempo, habiéndome pedido nuevos documentos como así os adjunto en las capturas.

Es decir, tenía ya esos documentos verificados y me estaban pidiendo una prueba de riqueza y un certificado de titularidad bancaria, y al email me contestan que tengo que enviar esos dos documentos que ya había enviado y ya me habían verificado hacía semanas, mientras me siguen rechazando estos dos documentos nuevos que me piden una y otra vez y sin darme el motivo

Thank you very much, marcoslopez86, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Hello marcoslopez86,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Bankonbet Casino to join the conversation.

Dear Bankonbet Casino,

Can you please explain the reasons why the player verification has not yet been finished when it appears they have provided you all the needed documents? If there are any factors influencing the situation that are not suitable for public disclosure, kindly send it along with any relevant evidence to my email at michal.k@casino.guru.

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 marcoslopez86,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

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

Best regards, 

Bankonbet team.

Dear marcoslopez86,

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.

Finally, after 4 or 5 months, they finally paid me, thanks to your mediation.

I am very grateful

all the best

finalmente después de 4 o 5 meses, me han acabado pagando, gracias a vuestra mediacion

estoy muy agradecido

un saludo

Dear marcoslopez86,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru