Bankonbet Casino - El retiro del jugador se retrasa debido a la verificación de la cuenta.

They withdrew my first €500; at that point, I had about €8,000 in winnings. A slot machine gave me a €100,000 prize, and from that moment on, I spent a week waiting for three €500 withdrawals. They asked me to verify my account. I sent them the documents, and they denied them for no reason. I contacted the chat, and they told me they'd speak to their department. I've been waiting for verification for over a month.

Me retiran los primeros 500€, en ese momento llevaba unos 8000€ de ganancia. Me suelta un premio una slot de 100.000€, desde ese momento me tiro una semana esperando tres retiros de 500€. Me piden verificar mi cuenta. Les envío los documentos y me los deniegan sin ningún motivo. Contacto con el chat y me dicen que hablaran con el departamento. Llevo esperando la verificación más de un mes.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Could you please tell us which documents you have already provided and when exactly you submitted the last one?

• I have sent a recent bank statement, a city registration certificate, and a credit card confirmation showing my name and address.

Have you provided all the required documents as soon as possible and in the correct format?

• Yes, in PDF.

¿Podrías indicarnos qué documentos ya has proporcionado y cuándo exactamente enviaste el último?

• He enviado un justificante bancario a fecha reciente, un empadronamiento proporcionado por el ayuntamiento y una confirmación de la tarjeta de crédito donde aparece mi nombre y dirección.

¿Ha proporcionado todos los documentos requeridos lo antes posible y en el formato correcto?

• Si, en PDF.

They have denied me the documents again

de nuevo me han denegado lo documentos

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Rauuuul121407,

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,
Kristina
Casino.Guru