Bankonbet Casino - La cuenta del jugador ha sido cerrada.

I've had my bankobet account blocked since before March 6th of this year, so I contacted the casino to request a withdrawal. On March 6th, 2025, they sent me an email from bakobet KYC requesting my bank information to proceed with the manual withdrawal. I provided it all, but since then, I haven't received a response; they've ignored me. I've provided proof of address, my ID, everything I need. And I still haven't received a response. I contacted them again, and they told me to access a link to verify my verification status, but I can't access it because my account is blocked, and I'm no longer receiving a response. I haven't made much profit from this casino, and now I have to resort to these means. I've attached proof, and I still have more. I'm requesting a refund.

Llevo desde el antes del día 6 de marzo del presente año que me bloquearon el acceso a mi cuenta de bankobet y por ello me puse en contacto con el casino para solicitar mi retiro de fondos. El día 6/03/25 me enviaron un correo desde bakobet kyc solicitándome información de mi banco para proceder al retiro manual, yo les facilito toda y desde entonces no he recibido respuesta alguna, no me han hecho caso. Les he facilitado pruebas de domicilio, mi DNI, todo lo que necesite. Y sigo sin obtener una respuesta. Me vuelvo a poner en contacto con ellos y me dicen que acceda a un enlace para verificar mi verificación Status pero no puedo acceder porque tengo el acceso bloqueado a mi cuenta y ya no recibo contestación. No le he sacado grandes beneficios a este casino y ya tengo que recurrir a estos medios. Adjunto pruebas al mismo y aún dispongo de más, solicitud que se me devuelvan los fondos.

Dear Pabloiglesias,

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 you were a player at the casino and when exactly your account was blocked?
• Why was your account blocked?
• Is there any proof of what the remaining balance in the casino is?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did the casino indicate which documents you should provide and in which way?
• How did you provide the documents necessary to the casino so far?

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

Best regards,

Tomas

Good afternoon Tomás, I'll answer the questions:

-I registered at the beginning of February, and as of February 27th, my account is under review and I'm not allowed to log in.

-I couldn't tell you, I've placed sports bets on football, perhaps because I've included some less liquid markets.

-I don't have any since I'm not allowed to log into the account and check it, but I'm sure it's between €450 and €500. I deposited €200.

-All sports betting.

-Do not activate any bonus.

The casino didn't tell me how to provide them; they just emailed me to provide bank details to request a manual withdrawal because I couldn't access the casino. I haven't received the money since March 6th, and to this day. Please send everything.

-I have provided them by email to the bankobet support email: ID, proof of address, selfie...

It all seems surreal to me, I haven't gotten much profit from them and they limit you like this and without giving any explanations.

Buenas tardes Tomás, voy contestando a las preguntas:

-Me registré a principios de febrero y ya a partir del 27 de febrero mi cuenta está en revisión y no se me permite entrar.

-No sabría decirle, he realizado apuestas deportivas a fútbol, quizás por haber metido algún mercado menos líquido.

-No tengo ninguna ya que no se me permite entrar a la cuenta y revisarlo pero entre 450€-500€ de eso estoy seguro. Yo ingresé 200€

-Todo apuestas deportivas.

-No active ningún bono.

-El casino no me indicó cómo proporcionarlos, solo me indicó por correo que le facilitara datos bancarios para solicitar el retiro manual debido a que no podía acceder al casino. Desde el 6 de marzo y a fecha de hoy sin recibir el dinero. Envíe todo.

-los he proporcionado por correo electrónico al email de support bankobet: dni, prueba de domicilio, selfie..

me parece todo subrrealista, no les he sacado casi nada de rentabilidad y que te limiten así y sin dar explicaciones.

Thank you for your reply and explanation of the situation, Pabloiglesias.

As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please let me know if you are interested in the list of these websites. Thank you very much for your understanding.

Good night

But Bankobet is an online casino, and they've addressed more complaints related to this casino. I don't understand why they can't help us. How do we, as bettors, feel supported? They can't just take my money. I'd like to be able to get it back, and if I can't, I'll make sure it gets worse ratings and I won't recommend this bookie to anyone.

Buenas noches

Pero bankobet es un casino online y si han abordado mas quejas relacionadas con este casino. No entiendo porque no pueden ayudarnos. De qué forma nos sentimos entonces respaldados los apostadores? No pueden quedarse con mi dinero así porque si. Me gustaría poder recuperarlo y en caso de que no pueda ya me aseguraré de que se lleve peores valoraciones y no recomendarle esta bookie a nadie.

Good evening, I wanted to add that the complaint thread isn't just about sports. I also accumulated some winnings from casino games, as I also bet on roulette in addition to sports. For now, I still haven't received a refund of my funds. Thank you very much for your help, and we apologize for the inconvenience.

Buenas noches, quería añadir que el hilo de quejas que no solo se trata de deportes, sino que también acumule algo de ganancias en los juegos de casino ya que también aposté en la ruleta además de deportes. Por ahora sigo sin recibir el reintegro de mis fondos. muchas gracias por su ayuda y disculpen las molestias.

Thanks for your reply.

Could you please explain which casino games you played with your most recent deposit?

Please let me know.

Good evening, and sorry for the delay in your email. I mostly played live casino games like "speed roulette" and occasionally "Zeus Cash of the Gods," in addition to sports betting.

Buenas noches y perdón por la demora del correo. Sobre todo jugué a juegos de casino en vivo"speed roulette" y alguna vez al"zeus cash of gods" además de jugar a apuestas deportivas.

Thank you very much, Pabloiglesias, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, Pabloiglesias!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Good evening, Pavel. Thank you very much for your work, and don't hesitate to ask me anything. We'll be in touch. Thank you very much for your help.

a cordial greeting

Pablo Iglesias Garcia

Buenas noches Pavel, con mucho gusto le agradezco mucho su labor y cualquier cosa no dude en preguntarme. Estamos en contacto, muchas gracias por su ayuda.

un cordial salido

Pablo Iglesias Garcia

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.

Okay, we'll wait then. If I receive any notification about it, I'll let you know immediately.

a cordial greeting

De acuerdo, quedaremos a la espera entonces. Si recibiera alguna notificación al respecto se la haría llegar de inmediato.

un cordial saludo

Good morning, after waiting for a while, I received several emails from bankobet, which I will attach. In one of them, they contacted me on April 26, 2025, requesting my bank details. I understand that to make the manual transfer,

To this day, I haven't received a reply or the money. Then, on April 30, 2025, I received an email from Bankobet stating that my account was already open and accessible, but it turns out that's not true. Even deleting cookies or using another browser still won't let me in; it says it's under review. I don't quite understand the reason for that email. Today, I opened a chat with them, and after an hour and a half of conversation, switching agents and allowing them time to perform the necessary checks, they told me that due to an administrative decision, I wouldn't be able to log in to my account. I've been trying to withdraw my money for a long time, and I still can't. I find this to be a huge lack of respect for the player, the unjustified application of restrictions and limitations, and the fact that they don't return my money and ignore it.

Buenos días, tras estar un tiempo a la espera, recibí varios correos de bankobet los cuales voy a adjuntar. En uno de ellos se pusieron en contacto conmigo a fecha 26/04/2025 solicitándome mis datos bancarios entiendo que para realizar la transferencia manu

al. A día de hoy no he recibido ni contestación ni el dinero. Luego el día 30/04/2025 recibí un correo de bankobet de que mi cuenta ya estaba abierta y era accesible pero resulta ser que no es verdad. Ni eliminando cookies ni usando otro navegador me sigue sin dejar entrar, pone que esta en revisión. Lo cual no entiendo muy bien el motivo de ese correo. Hoy les he abierto chat y tras una hora y media en la conversación, cambiando de agentes y dejándoles tiempo para realizar las comprobaciones oportunas me dicen que por una decisión administrativa no podre iniciar sesión en mi cuenta. Llevo mucho tiempo intentando retirar mi dinero, y sigo sin poder, me parece una falta de respeto enorme hacia el jugador, la aplicación injustificada de restricciones y limitaciones y que además no te devuelvan el dinero y que se desentiendan.

Dear Pabloiglesias,

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.

Good night

Okay, I'm hoping for a solution, since at first it seemed like they were going to solve the problem by asking for my bank details. I've been trying to withdraw my money since March 6th. It's been two months since then, and I'd like to be able to resolve this issue.

A cordial greeting

Pablo Iglesias

Buenas noches

De acuerdo espero una solución ya que en primera instancia parecía que me iban a solucionar el problema al solicitarme mis datos bancarios y llevo intentando retirar mi dinero desde el 6 de marzo, han pasado dos meses desde entonces y me gustaría poder solucionar este asunto.

Un cordial saludo

Pablo Iglesias

Hello Bankonbet team,

has there been any news regarding the player's issue?

Dear customer,

Thank you for your patience.

In order for us to proceed with the payment, we kindly ask you to provide us with the following information:

• Full Name (please include all names including middle names)

• E-mail

• Bank Account’s Owner name

• IBAN

• BIC

• Bank Name

• Bank location

Feel free to provide the requested information to us via email.

Best regards,

Bankonbet team

Hello Pabloiglesias,

Thank you sharing your bank details. We have shared your details with the relevant team.

Therefore, we can inform you that you should receive an update regarding your amount as soon as possible.

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

Kind regards,

Bankonbet team.

Pabloiglesias, let us know as soon as you will receive an update!

Hello Pabloiglesias,

We are happy to inform you, that your withdrawal has been complete.

Thank you for your patience.

Kind regards,

Bankonbet team.

Good morning,

I confirm receipt of the deposits. The case can be considered closed. Thank you very much for your cooperation and assistance.

a cordial greeting.

Pablo Iglesias García

Buenos días,

Les confirmo la recepción de los depósitos. Se puede dar el caso como cerrado. Muchísimas gracias por la cooperación y ayuda ofrecida.

un cordial saludo.

Pablo Iglesias García

Dear Pabloiglesias,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru