Bankonbet Casino - La cuenta del jugador ha sido bloqueada.

I play at the "Bankonbet" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 across all casinos), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I played the "bonus crab" game and in live casino games (bj, roulette, baccarat).

I've made several withdrawals before at these casinos, they were just slow, but now they have me blocked and I haven't done anything against their terms and conditions.

I wanted to file a complaint about the "Casinia" and "Spinanga" casinos, but they were removed from the list on CasinoGuru. What is the reason?

Juego en casino "Bankonbet" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox la suma de todos los casinos) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros.

Jugaba al juego "bonus crab" y en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, solo se demoraban pero ahora me tienen bloqueado y no he echo nada en contra de sus condiciones.

Quería hacer la queja en los casinos "Casinia" y "Spinanga", pero los quitaron de la lista en casinoguru, cual es el motivo?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify whether you used any software, scripts, or automated tools during your gameplay across the 13 casinos operated by the same company?
• Did you play the same games simultaneously across these casinos?
• Have you completed the full KYC verification process in all of these casinos?

Regarding your question about Casinia or Spinanga, these casinos are still included in our database. If you are unable to find them, this may be caused by restrictions related to your location. However, you can still submit a complaint without selecting a specific casino and simply mention the casino’s name directly in the complaint thread. Our team will then assign the case to the correct casino manually.

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

Best regards

Veronika

Could you specify if you used any software, scripts, or automated tools during your gaming at the 13 casinos operated by the same company?

Nothing, just my hands.

Did you play the same games simultaneously at all these casinos?

Yes, one account per casino, all legal.

Have you completed the full KYC verification process at all of these casinos?

No

¿Podría especificar si utilizó algún software, script o herramienta automatizada durante su partida en los 13 casinos operados por la misma empresa?

Nada, solo mis manos.

¿Jugaste a los mismos juegos simultáneamente en todos estos casinos?

Si, una cuenta por cada casino, todo legal.

¿Has completado el proceso completo de verificación KYC en todos estos casinos?

No

Dear crixuss123

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, Martin (martin.l@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,

Veronika

Hello crixuss123,

I am sorry to hear about your ongoing troubles with this issue. I will now take over this complaint from now on. As the first order of business, I would like to invite the Bankonbet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand the player has had the same issue in 13 casinos of your group. Is there any chance you could provide us with your statement and explain your position to us?

Thank you in advance for providing us with your view of the issue.

Dear Casino Guru,

Please be informed that the account in question has been blocked due to a material breach of our General Terms and Conditions, specifically Sections 9.3 and 9.4.

We would like to draw your attention to the following point of our General Terms and Conditions:

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:

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

As the safety and integrity of our platform are paramount, this decision is final.

Kind regards,

BankonBet Team

Dear Casino representative,

thank you for your response. We are of course aware of the terms in question, but we are more interested in the exact way they were applied. I believe the best way to proceed, is to explain the player's strategy in detail, so we can assess the situation. Please send the evidence to martin.l@casino.guru.

Dear All,

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Bankonbet Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the result of your review. I am also attaching a link of another complaint filed by the player against Legiano Casino.

Link: https://casino.guru/complaints/legiano-casino-player-s-account-has-been-suspended

Dear Casino Guru,

We function independently; therefore, we adhere to our distinct account management procedures.

We respectfully recommend that you reach out to the (Legiano)casino directly for any inquiries or concerns pertaining to that platform.

Kind Regards,

Bankonbet Team

Dear casino representative,

thank you for your message. I of course acknowledge this, I've only wanted to reference the complaint in case you would like to find out more context and information about the matter.

Dear Casino Guru,

We have emailed Martin with an explanation regarding this player's account.

Please review it at your earliest convenience.

Kind regards,

BankonBet Team

Dear casino representative,

thank you for your message, I have responded to your email.

Dear Casino Guru,

It seems we missed your email because of some issues.

Would you mind sending it again?

Kind Regards,

Bankonbet Team

Dear casino representative,

thank you for letting me know, I have forwarded the original message. In case you have still not received it, please let me know which email address I should use.

Dear Casino Guru,

We have contacted the player via email on 19.06 to request bank details but we received no reply.

We are waiting for a player to reply so we can process his refund.

Kind Regards,

Bankonbet Team

Dear casino representative,

thank you for your message.

Dear crixuss123,

please provide the requested information to the casino representative.

On June 19th, I replied to the email they sent me... I forwarded it to them again.

El mismo 19 de junio les respondí el correo que me enviaron... Se los reenvié de nuevo

Dear crixuss123,

thank you for the confirmation. We will now await the response from the casino representative once again.

Dear Casino Guru,

We have managed to locate players email, since it was sent separately via support.

We are now processing players withdrawal and will update you here once completed.

Kind regards,

Bankonbet Team

Dear casino representative,

thank you for the clarification, we will be waiting for your message.

Dear Casino Guru,

We have forwarded players wallet for a withdrawal, once completed we will reply here.

Kind Regards,

Bankonbet Team

Dear casino representative,

thank you for your response, we will be awaiting your confirmation.

Dear Casino Guru,

Unfortunately, the wallet address player provided could not be validated.

We advise player to provide a valid crypto address so we can proceed with their transaction, they can reply directly to email sent to them on:Saturday, 4 July.

Kind Regards,

Bankonbet Team

Dear crixuss123,

thank you for your continued cooperation.

Dear casino representative,

thank you for your message, please let us know once the refund is processed to one of the newly posted crypto addresses.

In case your decision to refund the funds has changed, please specify this, so we can proceed accordingly.

I received a transfer from bankonbet but it's less than what was in the account.

There was $30 in my casino account and they only sent me $13.8 in bitcoin.

Recibí una transferencia de bankonbet pero es menos de lo que había en la cuenta.

En la cuenta del casino habían 30 USD y solo me enviaron 13,8 usd en bitcoin.

Dear Casino Guru,

We have issued a full refund of 30 USD to the player via Bitcoin. Please note that because this was processed to a BTC wallet rather than a traditional bank transfer, we are not liable for any discrepancies in the final amount received due to blockchain network fees or exchange rate fluctuations.

Kind Regards,

Bankonbet Team

Dear Casino Representative,

Thank you for your response.

Based on the evidence provided, the player received 0.00021213 BTC. At the exchange rate shown at the time, this represented approximately USD 13.77, despite the confirmed refund amount being USD 30.

Exchange-rate fluctuations alone do not appear capable of explaining a difference of more than 50%. While the disputed amount may appear relatively insignificant, we do not understand how a fee of approximately USD 16 could reasonably arise from a USD 30 transaction.

Could you please clarify the exchange rate applied and any network or processing fees deducted? If no such fee was clearly disclosed to the player beforehand, we believe the remaining difference should be refunded.

Dear Casino Guru,

We have escalated this issue to the relevant department and will update you as soon as we hear back from them.

Kind Regards,

Bankonbet Team

Dear Casino Guru,

We are in the final stages of gathering the details from the relevant department and will share an update with you shortly.

Kind Regards,

Bankonbet Team

Dear Casino Guru,

After checking, we can confirm that full amount was sent to the player 40.63 USD (26.88 + 13.75), this can be confirmed via blockchair.

Kind Regards,

Bankonbet Casino Team

Dear casino representative,

thank you for your update.

Dear crixuss123,

Could you please check and confirm whether both transfers were received? If you received only one transfer, please provide an updated screenshot showing all incoming Bitcoin transactions from the relevant period.

The image shows 2 deposits, one from the bankonbet casino and the other from the alf casino.

Both casinos sent approximately $15 less...

En la imagen se muestra 2 depósitos, uno proviene del casino bankonbet y el otro proviene del casino alf.

En ambos casinos enviaron 15 usd aprox menos...

Dear casino representative,

Could you please send the financial records/transaction hashes for both transfers you attribute to Bankonbet privately to martin.l@casino.guru?

Another thing I may have previously missed - can you clarify why you now report sending $40.63 when the previously confirmed refund was $30?

Additionally, I understand that this and other affiliated casinos operate independently, but in case there is a casino representative who can speak for all or multiple casinos of the group, please kindly send me their contact information at martin.l@casino.guru. I believe we could drastically speed up the mediation process and save time for all parties involved.

Dear Casino Guru,

Email has been sent on: 07.08, please check.

Kind Regards,

Bankonbet Team

Dear casino representative,

thank you for your message, I can confirm I have received your email.

We acknowledge the funds have been sent from your side, but at this point, we still continue to believe that the fee that was applied was unreasonably large, and it should have at the very least been disclosed to the player before the funds were sent.

At this stage, we cannot consider a deduction exceeding 50% of the withdrawal reasonable without a clear explanation and evidence that it was disclosed in advance. Please let us know whether you are willing to refund the remaining funds to the player, so we can proceed accordingly.

TxID 7b80 represents the shipment that came from the Alf casino, where it was 45 USD and they only sent 30 USD.

The one from bankonbet is the other one where it was 30 USD and they only sent 15 USD.

Adding the 2 casinos together, there is a shortfall of 30 USD (15 USD at each casino)

El TxID 7b80 representa el envío que proviene del casino alf, dónde eran 45 USD y solo enviaron 30 USD,

El de bankonbet es el otro dónde eran 30 USD y solo enviaron 15 usd.

Sumando los 2 casinos faltan 30 USD ( 15 usd en cada casino)

Dear crixuss123,

please send the latest attached images to martin.l@casino.guru. It seems there are some technical issues preventing the correct display of these images.

Photos uploaded

Fotos enviadas

Dear casino representative,

thank you for your cooperation throughout this complaint. As new information regarding the user's activity came to light, we consider the issue closed.

Dear crixuss123,

We have reviewed this complaint together with your other complaints concerning the same activity across several casinos within the group.

In your earlier complaints, you confirmed that you played the same games simultaneously through accounts at several of these casinos. At that stage, this information already raised concerns, but it did not explain precisely how the activity was conducted. We therefore continued investigating and requested further evidence from the casinos. In all of these cases however, the casinos were unable to supply the requested evidence - we therefore remained on your side and argued in your favor, as we believe the casinos should absolutely be able to prove any player's wrongdoing when penalizing them.

In the newest batch of complaints, you however provided a more detailed explanation. You confirmed that while attempting to win the "plush toy" through one casino, you simultaneously placed bets through other casinos on whether that same attempt would succeed.

Considering these statements together, we now have sufficient information to assess the strategy. You were placing wagers on an event in which you were personally participating and whose outcome you could directly influence, while coordinating the activity across several casino accounts. This created an unfair advantage and cannot be regarded as ordinary legitimate gameplay.

The fact that you maintained only one account at each casino does not change this conclusion. The issue is not conventional multi-accounting, but the coordinated use of accounts across several casinos to bet on the outcome of your own gameplay.

We acknowledge that we initially continued investigating the related complaints because the exact nature of the strategy had not been sufficiently established. Your subsequent detailed explanation has now clarified that decisive point. This conclusion therefore applies to this complaint and to the other pending complaints concerning balances confiscated in connection with the same activity.

For these reasons, we consider the account closures and confiscation of the associated balances justified, and the complaints must be rejected.

I am truly sorry that we could not assist you further.