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 Jozef,

Thank you for contacting us.

We would like to kindly inform you that we are processing the payment in accordance with the customer's account level (425000 CLP per transaction)

Yours sincerely,

Customer Support

Hello, first of all many thanks to Casino Guru and Bankonbet for responding to the case. I will make an update of the case as of today, September 9 :

1 - In the evidence already sent by email, the casino agrees to pay the requested amount, which makes me feel more at ease.

2- In line with the previous point, the casino has made 7 withdrawals of $425,000 CLP, that is, a total of $2,975,000

However, although the casino has been making withdrawals on a weekly basis, there are some aspects that I still do not agree with:

1- The casino closed my account unilaterally on August 1st, without giving me any answer as to how my balance would be deposited for more than 10 business days, this, despite many attempts to obtain an answer. This led to serious personal financial problems for me since I had at least part of my money

2- Due to the lack of responses to my requests, on August 11 I contacted support and they agreed to deposit my balance in 3 to 5 business days, where nothing happens within the period that the casino itself reports.

3- On August 16, I check again about the status of my withdrawal and they ask me for "patience" again since the withdrawals are already being processed.

4- On August 20, I received the first withdrawal for $425,000, and the second, on August 23, for the same amount. I contacted support again due to the low amount of the deposits and the slowness of them, where support told me: "I shouldn't worry because only the first deposits are lower for security reasons."

5- Even though they promise to make withdrawals for larger amounts, all withdrawals are for $425,000 CLP and every 3 business days, meaning I would receive my balance in 11 months!

6- The casino claims to be making withdrawals based on its terms and conditions and based on the level I have as a client, this is not entirely true, because although the casino closed my account, at that time I was VIP 5 where I could withdraw $1,275,000 CLP per day, in addition, the VIP 5 status is lost after 30 days of inactivity, therefore, on all business days in August I should have received $1,275,000 CLP per day.

7- The casino claims to be very serious about responsible gambling and gambling addiction, in this context, I don't find it very ethical that a customer with this pathology should wait 11 months to receive their balance back. This forces me to be in constant contact and monitoring with something that I should stay away from to avoid relapses.

In summary, please request:

1- That the casino compensates for all the time that payments were not made and they did not give me an answer, and also, when they gave an answer and did not comply.

2- That the casino proposes an ethical payment method, since with the current withdrawal method, I will receive my balance in 11 more months (too long)

All the evidence was sent to jozef's email.

Thank you very much for your help and understanding.

Hola, en primer lugar muchas gracias a Casino Guru y a Bankonbet por responder el caso. Haré una actualización del caso al día de hoy 09 de Septiembre:

1 - En la evidencia ya enviada por email, el casino se compromete a pagar el monto solicitado, lo que me tiene más tranquilo.

2- En línea con el punto anterior, el casino ha realizado 7 retiros de $425.000 CLP, es decir, en total $2.975.000

Sin embargo, aunque el casino semanalmente ha realizado los retiros, hay algunos aspectos que aún no estoy de acuerdo:

1- El casino cerró mi cuenta de forma unilateral el día 01 de Agosto, sin darme respuesta alguna de cómo me depostarían mi saldo por más de 10 días hábiles, esto, a pesar de muchos intentos de obtener respuesta. Esto me conllevó graves problemas económicos personales ya que contaba con al menos una parte de mi dinero

2- Debido a la ausencia de respuestas a mis solicitudes, el día 11 de Agosto contacto a soporte y se comprometen a realizar el depósito de mi saldo en 3 a 5 días hábiles, en donde nada sucede en el plazo que el mismo casino informa

3- El día 16 de Agosto consulto nuevamente por el estado de mi retiro y me vuelven a pedir "paciencia" ya que los retiros ya están siendo procesados

4- El día 20 de Agosto, recibo el primer retiro por $425.000, y el segundo, lo recibo el día 23 de Agosto por el mismo monto. Contacto nuevamente a soporte por el bajo monto de los depósitos y la lentitud de los mismos, en donde soporte me dice: "Que no me preocupe porque solo los primeros depositos son mas bajos por asuntos de seguridad"

5- A pesar de que se comprometen a realizar retiros por mayor monto, todos los retiros son de $425.000 CLP y cada 3 días hábiles, es decir, ¡mi saldo lo estaría recibiendo en 11 meses!

6- El casino dice estar realizando los retiros en base a sus terminos y condiciones y en base al nivel que tengo como cliente, esto no es del todo cierto, debido a que si bien el casino cerró mi cuenta, en ese momento yo era VIP 5 en donde podía retirar al día $1.275.000 CLP, además, la condición de VIP 5 se pierde en 30 días de inactividad, por lo cual, en todos los días hábiles de Agosto debí recibir $1.275.000 CLP al día

7- El casino dice ser muy serio con respecto al juego responsable y la adicción al juego, en este contexto, no me parece muy ético que un cliente con esta patología deba esperar 11 meses para recibir su saldo de vuelta. Esto me obliga a estar en constante contacto y seguimiento con algo de lo cual debería alejarme para evitar recaídas

En resumen favor solicito:

1- Que el casino compense todo el tiempo que no se realizaron pagos y no me dieron respuesta, y también, cuando dieron respuesta y no cumplieron

2- Que el casino proponga una forma de pago ética, ya que con la forma de retiro actual, recibiré mi saldo en 11 meses más (demasiado tiempo)

Toda la evidencia fue enviada al correo de jozef.

Muchas gracias por su ayuda y comprensión.

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.

Jozef thank you very much for your reply,

Please, I ask you to review all the points mentioned on September 9th. The fact that they are already paying me is the minimum, but they are not giving me a solution to any of the points mentioned. Please, if you need more details, let me know and I will write to you by email.

Greetings and thanks

Jozef muchas gracias por tu respuesta,

Favor te solicito revisar todos los puntos mencionados el 09 de septiembre. El hecho que ya me estén pagando es lo mínimo, pero no me están dando solución a ninguno de los puntos mencionados. Favor si necesitas más detalle me avisas y te escribo por correo.

Saludos y gracias

Dear jdua,

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

Jozef nice to meet you,

I am attaching a report from my Skrill account where all the withdrawals made corresponding to this claim appear. It is worth mentioning that I have not received any new withdrawals since October 6th.

August Withdrawals: 4 withdrawals of $425,000 = $1,700,000

September Withdrawals: 11 withdrawals of $425,000 = $4,675,000

Withdrawals as of October 11: 3 withdrawals of $425,000 = $1,275,000

Total Withdrawals as of October 11: $7,650,000

Jozef mucho gusto en saludar,

Adjunto un reporte de mi cuenta de skrill en donde aparecen todos los retiros realizados correspondientes al presente reclamo. Cabe mencionar, que no he recibido nuevos retiros desde el 06 de Octubre .

Retiros Agosto: 4 retiros de $425.000 = $1.700.000

Retiros Septiembre: 11 retiros de $425.000 = $4.675.000

Retiros al 11 de Octubre: 3 retiros de $425.000 = $1.275.000

Total Retiros al 11 de Octubre: $7.650.000

Please, I ask for help again, in addition to the above points, since October 6th I have not received any withdrawals and it is already October 15th, the casino does not comply with its own "terms and conditions".

I ask for your support.

Greetings and thanks

Favor vuelvo a pedir ayuda, además de los puntos anteriores, desde el 6 de Octubre que no he recibido retiros y ya es 15 de Octubre, el casino no cumple sus propios "terminos y condiciones".

Ruego vuestro apoyo.

Saludos y gracias

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?

Josef please I beg your help, although the casino continues to pay, it does not comply with its own terms and conditions. It is already October 25 and I have only received 5 withdrawals, that is, 5 * $ 425,000 = $ 2,125,000 CLP

It's practically the end of the month and again for the third consecutive month I will not receive the monthly limit of $5,950,000 CLP that the casino itself stipulates in its terms and conditions.

Please I request your support

Josef favor ruego tu ayuda, si bien el casino sigue pagando, no cumple sus propios términos y condiciones. Ya es 25 de Octubre y apenas me he recibido 5 retiros, es decir, 5*$425.000 = $2.125.000 CLP

Practicamente es fin de mes y nuevamente por tercer mes consecutivo no recibiré el límite mensual de $5.950.000 CLP que el mismo casino estipula en sus términos y condiciones.

Favor solicito su apoyo

Dear jdua,

We are pleased to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you for your cooperation.

Kind Regards,

Bankonbet Team

Dear jdua,

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

Josef, thank you very much for contacting me. Unfortunately, the situation remains the same, even after the end of October, the withdrawals made in October are only $2,975,000 CLP, that is, 50% of the monthly withdrawal limit of $5,950,000 of the casino's terms and conditions.

I would like to point out that at no time have I asked the casino for immediate payment of the total amount claimed in a single withdrawal, but that they at least comply with the minimum of their terms and conditions, which are $5,950,000 per month.

Since the beginning of this claim (August 1), I have not been able to withdraw the $5,950,000 in any month.

Attached is a list of payments updated to date:

Josef muchas gracias por contactarme. Lamentablemente la situación sigue siendo la misma, incluso, ya finalizado el mes de Octubre, los retiros realizados de Octubre son de apenas $2.975.000 CLP , es decir, un 50% del límite de retiro mensual de $5.950.000 de los términos y condiciones del casino.

Quiero resaltar que en ningún momento le he solicitado al casino el pago inmediato del total reclamado en un retiro único, pero que el menos, cumplan lo mínimo de sus términos y condiciones que son $5.950.000 por mes.

Desde el inicio de este reclamo (01 de Agosto), en ningún mes he podido retirar los $5.950.000

Adjunto listado de pagos actualizado al día de hoy:

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,

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Please note that the processing of the withdrawals generally takes at least 3 working days.

Please also note, that the time frame excludes Saturdays, Sundays and public holidays.

In addition, 3 withdrawals may be active at the same time.

Thank you for your collaboration

Kind Regards

Bankonbet Casino Team 

I thank the casino for responding and for moving forward with the payments, however, I feel that they are not taking responsibility nor are they a serious casino. I insist that in no month have I been able to withdraw what appears in the terms and conditions, and I must be constantly monitoring. For example, it is already November 16 and my last payment was on November 8, that is, I did not receive any payment this entire week.

I'm just asking that you abide by your own terms and conditions, nothing more...

Agradezco al casino por responder y por ir avanzando en los pagos, sin embargo, siento que no se están haciendo responsables ni siendo un casino serio. Insisto que en ningún mes he podido retirar lo que aparece en los términos y condiciones, además, debo estar constantemente monitoriando. Por ejemplo, ya es 16 de Noviembre y mi último pago fue el día 08 de Noviembre, es decir, en toda esta semana no recibí ningún pago.

Solo estoy pidiendo que cumplan sus propios terminos y condiciones, nada más...

Dear jdua,

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

Jozef, thank you very much for contacting me. As of today, November 21, I have withdrawn $11,475,000 CLP

This means that $18,725,000 CLP still needs to be withdrawn.

Furthermore, I insist that the casino must compensate in money adjusted for inflation the delays in withdrawals and the non-compliance with its terms and conditions, as you can see, in no month have they deposited the limit of $5,950,000 CLP monthly.

Jozef muchas gracias por contactarme. Al día de hoy 21 de Noviembre he retirado $11.475.000 CLP

esto quiere decir, que aún falta por retirar $18.725.000 CLP

Además, insisto en el que casino debe compensar en dinero reajustado por inflación las demoras en los retiros y el incumplimiento de sus terminos y condiciones, como puedes ver, en ningún mes me han depositado el límite de $5.950.000 CLP mensual.

Dear jdua,

I was assured by a casino representative that the withdrawal process would be expedited to meet the monthly withdrawal limit. Could you please wait a few days and confirm this?

Josef, thank you very much for your reply,

I think I should wait a few days to confirm this but this week I have already had more withdrawals. Now, I insist that they start making the withdrawals as their terms and conditions say, it is the minimum, what happens with the 4 months that they did not give me even 50% of the monthly withdrawal limit? ... The correct thing is that everything that should have been withdrawn and that the casino did not comply with, is also withdrawn and readjusted for inflation.

Josef muchas gracias por tu respuesta,

Creo que debo esperar unos días para confirmar esto pero ya esta semana he tenido más retiros. Ahora bien, insisto en que empiecen a realizar los retiros tal cual como sus terminos y condiciones dicen es lo mínimo, que sucede con los 4 meses que no me dieron ni el 50% del limite de retiro mensual?...lo correcto es que todo eso que debió ser retiro y que el casino no cumplió, también sea retirado y reajustado por inflación.

Dear jdua,

Could you please confirm whether this still applies and that your withdrawals are now correct?

Josef thank you very much for contacting me again,

Unfortunately, the situation remains the same. In any case, in the last 15 days of November the casino made more frequent withdrawals, however, once again they did not comply with the monthly limit of $5,950,000. In addition, it is already December 6th and the casino has not made any withdrawals in these first 6 days of the month, which leads me to think that the situation will continue to repeat itself.

If the casino had complied with its terms and conditions, I should have already had $23,800,000 in withdrawals, but I have only withdrawn $14,025,000. This means that by December 2024 there are $9,775,000 that I should already have in my possession but this is not the case due to the casino's non-compliance, which I demand to be paid to me with inflation adjustment.

$16,175,000 CLP is still pending to be withdrawn.

I beg for your help,

Greetings

Josef muchas gracias por contactarme nuevamente,

Lamentablemente la situación se mantiene. De todas formas, en los últimos 15 días de Noviembre el casino realizó retiros más seguidos, sin embargo, una vez más no cumplieron con el límite mensual de $5.950.000. Además, ya es 06 de Diciembre y el casino no ha realizado ningún retiro en estos 6 primeros días del mes, lo que me lleva a pensar, que la situación se seguirá repitiendo.

Si el casino hubiese cumplido sus terminos y condiciones, ya debería tener $23.800.000 en retiros, pero solo he retirado $14.025.000. Esto quiere decir, que Diciembre 2024 hay $9.775.000 que ya debería tener en mi poder pero no es así debido al incumplimiento del casino, lo cual exijo que me sea pagado con reajuste de inflación.

Aún queda pendiente por retirar $16.175.000 CLP

Ruego tu ayuda,

Saludos

Jozef, nice to meet you, please I ask for your help.

Complementing the last message, it is already December 10th and I have no withdrawals this month of December...

Jozef gusto en saludar, favor ruego tu ayuda.

Complementando el último mensaje, ya es 10 de Diciembre y no tengo retiros este mes de Diciembre...

Dear jdua,

I am very sorry about the situation. I believe it will continue the same as it was in November. While I understand that even November could have been better, it was close to the maximum withdrawal limit, so I would have been able to accept it. However, I am still unclear about what happened in October and why there were such delays. I am also now quite confused about the situation in December.

Could you please clarify:

Do I understand correctly that you requested further withdrawals, but they still have not been processed?

Have you received any explanation from the casino regarding this issue?

Josef, thank you very much for your reply.

Answering your questions:

Remember that I no longer have access to my account, since the casino closed my account due to gambling addiction problems, therefore, I have no way to directly request each withdrawal on the platform, for this reason, the casino committed since August 1st to return the balance I had ($30,200,000 CLP) according to its terms and conditions which are $5,950,000 CLP per month.

The only contact I have with the casino is the VIP manager I had when I was a client, who kindly helps me channel withdrawals with the finance department. In short, the casino should make payments automatically and continuously, without me having to constantly check when the next withdrawal will be or how long it will take.

I have not received any further explanation from the casino.

It is worth mentioning that today, December 12, I received 2 payments of $425,000 CLP.

Something I appreciate, but it worries me to know that almost half of the month had to pass to receive the first payments of the month, in fact, I doubt that this December they will be able to pay me what corresponds to their terms and conditions ($5,950,000)

Please tell me any questions or background information you may have,

Greetings and thanks

Josef muchas gracias por tu respuesta.

Respondiendo tus preguntas:

Recuerda que yo ya no tengo acceso a mi cuenta, ya que el casino cerró mi cuenta por problemas adicción al juego, entonces, yo no tengo como solicitar directamente cada retiro en la plataforma, por esta razón, el casino se comprometió desde el 01 de Agosto a devolver el balance que tenía ($30.200.000 CLP) según sus términos y condiciones que son $5.950.000 CLP por mes.

El único contacto que tengo del casino, es la VIP manager que tenía cuando era cliente, quien amablemente me ayuda a canalizar los retiros con el área de finanzas. En resumen, los pagos el casino debería hacerlos de forma automática y continua, sin que yo deba que estar consultando a cada momento cuando será el próximo retiro o la demora de éstos.

No he recibido explicaciones adicionales del casino.

Cabe mencionar, que hoy 12 de Diciembre, recibí 2 pagos de $425.000 CLP.

Cosa que agradezco, pero me inquieta saber que tuvo que pasar casi mitad de mes para recibir los primeros pagos del mes, incluso, dudo que este mes de Diciembre logren pagarme lo que corresponde según sus términos y condiciones ($5.950.000)

Favor me cuentas cualquier consulta o antecedente que requieras,

Saludos y gracias

Dear jdua,

I am not satisfied with this situation, as I have received similar responses across my channels, as shown in this thread. While some replies indicated improvements to withdrawals, they have not addressed the issue to the level I expected.

Firstly, I do not believe you should receive any additional compensation for these delays. However, I do firmly believe you should be paid the amounts outlined in the withdrawal limits that the casino publicly advertises. At the very least, the casino must honor its stated withdrawal limits. Ideally, though, they should pay above those limits to make up for the months when you received significantly below the promised amounts. I am going to discuss your case internally and get back to you as soon as possible.

Josef, thank you very much for your reply,

First of all, I do not agree that the casino should not compensate the delayed amount with interest, this is because any entity that sees delays in its payments has effects on its planning, this is because:

1- The bank did not wait for the casino to pay me to settle the debt of the deposits I made in the same casino, generating additional late payment interest that I would not have had if the casino had complied with its terms and conditions.

2- When you make deposits to the casino they are immediate, they do not wait for you or give you payment facilities

3- The casino can have that delayed money invested and generate interest, even if it is small, with that amount, something that I cannot do due to delays in payments.

4- One can understand delays of days or a couple of weeks, but in this case, since August, in no month have they paid me the monthly amount of $5,950,000 CLP

As you say, catching up on late payments is a minimal thing.

I would like to mention that as of December 18, I have received 5 payments of $425,000 CLP, that is, a total of $2,125,000 CLP so far in December. Again, I highly doubt that they will pay the $5,950,000 CLP that corresponds to each month.

Greetings and thank you very much for your help

Josef muchas gracias por tu respuesta,

En primer lugar, no estoy de acuerdo con que el casino no deba compensar con un interés el monto retrasado, esto porque cualquier entidad que ve retrasos en sus pagos tiene efectos en su planificación, esto porque:

1- El banco no me esperó a que el casino me pague para saldar la deuda de los depósitos que realicé en el mismo casino, generandome intereses adicionales de morosidad que no hubiera tenido si el casino hubiera cumplido sus terminos y condiciones

2- Cuando uno realiza depósitos al casino son inmediatos, no te esperan ni te dan facilidades de pago

3- Ese dinero retrasado, el casino puede tenerlo invertido y generar un interés aunque sea pequeño con ese monto, cosa que yo no puedo hacer por los retrasos en los pagos

4- Uno puede entender retrasos de días o de un par de semanas, pero en este caso, desde Agosto que en ningún mes no me han pagado el monto mensual de $5.950.000 CLP

Como dices, el que se pongan al día con los pagos retrasados es algo mínimo.

Aprovecho de mencionar que al 18 de Diciembre he recibido 5 pagos de $425.000 CLP, es decir, un total de $2.125.000 CLP en lo que va de Diciembre. Nuevamente dudo mucho que paguen los $5.950.000 CLP que corresponden por mes.

Saludos y muchas gracias por tu ayuda

Dear jdua,

Thank you for all the information.

Dear Bankonbet Casino team,

While I don't think they should receive any additional compensation for the delays, I do firmly believe they should be paid the amounts outlined in the withdrawal limits that the casino publicly advertises. At the very least, your customer deserves a clear explanation of why this is happening. Can you please react and explain the whole situation?

Dear jdua,

We are pleased to inform you that your withdrawal requests have been completed.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Bankonbet Casino Team

Dear jdua,

Can you please confirm? Also, could you specify the current situation for December?

Jozef, first of all, a very happy Christmas and I appreciate your support in this case.

I confirm that for the first time the casino complies with its own terms and conditions in the month of December , where until today, December 27, I have received $7,648,068 CLP.

Even, for the first time in this whole process I was able to receive a withdrawal of over $425,000 CLP, since on December 26 I received $4,248,068 CLP in a single withdrawal, something that I appreciate from the casino but in any case it is something minimal .

However, considering the 5 months that the casino has not complied with its terms and conditions, they still have to normalize the situation, since it has been 5 full months, this means that due to the casino's own terms and conditions:

$5,950,000 (Monthly casino limit) * 5 (months since August 1) = $29,750,000 is the amount in withdrawals that I should already have in my account, where I only have $21,673,068 CLP , that is, there are still missing

$8,076,932 CLP for the casino to regularize the delays and non-compliances, which the casino should pay as soon as possible.

It is worth mentioning that the total outstanding amount is $8,526,932 CLP

Please I ask for your support with this pending matter, since the casino after making some payments, usually disappears completely, for example, between November 29 and December 12 I did not receive any withdrawal nor any response from the casino.

Finally, please review the 4 reasons I attached a week ago for which I believe that compensation or inflation adjustment of the outstanding funds is appropriate, since in this case, I believe that they are appropriate:

Many greetings and thanks for everything

Jozef primero que todo muy feliz navidad y agradezco tu apoyo en ese caso.

Confirmo que por primera vez el casino cumple sus propios términos y condiciones en el mes de Diciembre, en donde hasta el día de hoy 27 de Diciembre he recibido $7.648.068 CLP.

Incluso, por primera vez en todo este proceso pude recibir un retiro sobre los $425.000 CLP, ya que el día 26 de Diciembre recibí $4.248.068 CLP en un solo retiro, aspecto que le agradezco al casino pero de todas formas es algo mínimo.

Sin embargo, considerando los 5 meses que el casino no ha cumplido sus términos y condiciones, aún les falta para normalizar la situación, ya que van 5 meses completos, esto quiere decir que por los propios terminos y condiciones del casino:

$5.950.000 (límite Mensual del casino) * 5 (meses desde el 01 de Agosto) = $29.750.000 es el monto en retiros que ya debería tener en mi cuenta, en donde solo tengo $21.673.068 CLP, es decir, aún faltan

$8.076.932 CLP para que el casino regularice los retrasos y no cumplimientos, los cuales el casino debería pagar a la brevedad.

Cabe mencionar que el monto pendiente total es de $8.526.932 CLP

Favor ruego tu apoyo con eso pendiente, ya que el casino despues de hacer algunos pagos, suele desaparecer completamente, por ejemplo, entre el 29 de Noviembre y el 12 de Diciembre no recibí ningún retiro ni tampoco alguna respuesta de parte del casino.

Por último, favor te pido revisar las 4 razones que adjunté hace 1 semana sobre las cuales creo que sí corresponde una compensación o reajuste por inflación de los dineros pendientes, ya que en este caso, creo que sí corresponden:

Muchos saludos y gracias por todo

Dear jdua,

Merry Christmas and Happy New Year!

First of all, I am very pleased that we were able to influence this positively and that the withdrawals have improved. I sincerely hope that January will at least be similar to December so we can finally bring this matter to a close.

Unfortunately, regarding your request for additional compensation due to inflation, I must respectfully disagree, even after considering the four points you mentioned. The casino is not responsible for your debts, and you should only gamble with your own funds, not by taking on debts.

While instant deposits are standard, instant withdrawals are not common across the industry. Some casinos do offer instant withdrawals, but even when they do not, this should not be grounds for compensation. It is also standard practice for casinos to verify substantial wins to ensure everything is legitimate. This verification process can result in delays for the first withdrawal, which I believe may have caused the issues in August. However, as the process has since improved and you have received or will receive the full amount you are entitled to, I do not believe you are eligible for additional compensation.

I am very sorry but my decision on this matter is final. While I understand you may not agree with my opinion, you are welcome to contact the regulator. However, I believe they are likely to share a similar perspective on this case.

I am extending the timer by 14 days to check if everything goes fine, and you will indeed receive the withdrawals as promised.

Jozef nice to meet you,

I hope you had a happy holiday season.

First of all, thank you and the casino because I have seen in the last 2 days of December two large withdrawals of $4,248,068 CLP remaining December 2024 withdrawals as follows:

With this, only $130,795 CLP remains pending to close the case, which I request the casino to do as soon as possible.

Thank you very much for everything and I look forward to the last withdrawal for the amount just indicated.

Jozef mucho gusto en saludarte,

Espero que hayas tenido unas felices fiestas de fin de año.

Primero que todo agradecerte a tí y al casino debido a que he visualizado en los últimos 2 días de Diciembre dos retiros grandes de $4.248.068 CLP quedando los retiros de Diciembre 2024 de la siguiente forma:

Con esto, sólo queda pendiente $130.795 CLP para cerrar el caso, en donde ruego que el casino lo haga a la brevedad posible.

Muchas gracias por todo y quedo atento al último retiro por el monto recién indicado

Dear jdua,

I hope you had wonderful holidays as well.

I’m very pleased with this situation. Please let me know once you receive the rest.

Thank you very much Jozef. So far there is no news about the pending $130,795 CLP. Please, I ask you to intervene with the casino since it has been more than a week.

Muchas gracias Jozef. Hasta ahora no hay novedad de los $130.795 CLP pendientes. Favor te pido intervenir con el casino ya que ha pasado más de una semana.

I am convinced you will receive it in the next few days. I am extending the timer by 7 days. Please, let me know if there is any new info.

Jozef, thank you very much for your reply, there is no problem in waiting 7 days.

Just a quick note, I just noticed that at the top of the screen, a total dispute amount of $30,120,000 CLP appears, but in reality it is $30,200,000. Please if you can leave that update in the disputed amount (the difference is very small but I prefer to clarify it to avoid confusion).

Attached is evidence that the total amount to be withdrawn is $30,200,000.

In any case, on August 19, 2024, when I sent all the evidence and background information to your email and Kristina's, the correct amount of $30,200,000 is indicated there. I sent everything from the same email that I am registered with at casino-guru. If you need them to verify again, I can forward them to your email.

A hug and thanks

Jozef muchas gracias por tu respuesta, no hay problema en esperar 7 días.

Solo un pequeño alcance, me acabo de dar cuenta que en la parte superior de la pantalla, aparece un monto total de disputa de $30.120.000 CLP, pero en realidad son $30.200.000. Favor si puedes dejar esa actualizaci´´on en el monto disputado (la diferencia es muy baja pero prefiero aclararlo para evitar confusiones).

Adjunto evidencia de que el monto total a retirar corresponde a $30.200.000

De todas formas, el día 19 de Agosto de 2024 cuando envié a tu correo y al de Kristina toda la evidencia y antecedentes, ahí se indican el monto correcto de $30.200.000. Todo lo envié del mismo correo del cual estoy registrado en casino-guru. Si los necesitas para verificar nuevamente te los puedo reenviar a tu correo.

Un abrazo y gracias

Hi jdua,

have you received the rest?

Josef nice to meet you,

Unfortunately I have not received any of the outstanding CLP $130,795.

Please, I ask you to contact the casino internally because the contact I had at the casino (VIP manager) no longer answers my messages (they don't even reach him, apparently he blocked me or changed the number).

It would be the only thing pending to close the case.

A hug and thank you very much!

Josef mucho gusto en saludar,

Lamentablemente no he recibido nada de los $130.795 CLP pendientes.

Favor te pido comunicarte con el casino internamente porque el contacto que tenía del casino (VIP manager) ya no me responde los mensajes (incluso tampoco le llegan, al parecer me bloqueó o cambió el numero).

Sería lo único pendiente para cerrar el caso.

Un abrazo y muchas gracias!

Dear jdua,

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

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Bankonbet Casino Team

Dear all,

I very hope it will arrive in the next 7 days so we can finally end this case.

Dear jdua,

please, tell me some good news. Have you received it?

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.

Josef, nice to meet you. There is still the remaining amount pending, but it is already 99% paid, so I hope to receive the last deposit as soon as possible to close the case.

What I should mention is that despite having closed the account due to gambling addiction, the casino has been sending me many promotional emails in the last few weeks:

Also, a notification that my account was reopened inviting me to continue betting.

Many thanks for everything

Josef mucho gusto en saludar, aún queda el remanente pendiente, pero ya está 99% pagado asi que espero recibir el último depósito a la brevedad para cerrar el caso.

Lo que sí debo mencionar, que a pesar de haber cerrado al cuenta por adicción al juego, el casino me ha estado enviando en la últimas semanas muchos correo promocionales:

Ademas, una notificacion de que mi cuenta se volvió a abrir invitandome a seguir apostando

Muchas gracias por todo

Dear Bankonbet Casino team,

Can you please promptly respond to the player's last message? It certainly does not look good to send such materials to problem gamblers.

Dear jdua,

We would like to kindly apologize for the accident occurred regarding your account and also confirm that it has been closed.

Thank you for your understanding.

Kind Regards,

Bankonbet Casino Team

Dear jdua,

Can you please confirm whether you have received the remaining amount?

Hello Jozef, nice to meet you,

I stopped receiving emails from bankonbet but I still haven't received the small remaining balance.

A hug

Hola Jozef mucho gusto en saludarte,

Dejé de recibir correos de bankonbet pero aún no he recibido el pequeño saldo restante.

Un abrazo

Dear Bankonbet Casino team,

Could you please provide an update and clarify the situation? I was really hoping this matter would be resolved by now.

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,

We would kindly request to let us know to which remaining balance are you referring to.

Please bear in mind that, as per error, you were paid with a bigger amount than the proper one.

Thank you for your cooperation.

Kind Regards,

Bankonbet Casino Team

Hello, I confirm that I received the amount. Jozef, I would like to thank you and casino guru for your support, I am sure that the casino would not have paid me or it would have taken much longer if it were not for your intervention. Please tell me how I can evaluate and/or generate a congratulations or thanks for your service.

A hug

Hola, confirmo que recibí el monto . Jozef, me gustaría agradecerte a ti y a casino gurú el apoyo, estoy seguro que el casino no me hubiera pagado o se hubiera demora demorado mucho más si no fuera por la intervención de ustedes. Favor dime cómo puedo evaluar y/o generar una felicitación o agradeciendmiento a su servicio.

Un abrazo

Dear jdua,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jozef Krucay

Casino.Guru