Bankonbet Casino - La cuenta del jugador ha sido cerrada.

Hello

Last Friday(9th January), when I tried to log in to my account, I get the information that my account is closed. I send via email the message to the casino, what happened that they blocked my account. They answered that they have the right to close a user's account without any reason. When I wrote to them that I would like to know how I can withdraw my money (~`1100PLN) from the account. (Actually I wrote the same request to them a few times since last Saturday(10th January)). I always get the message that they have forwarded my request to their relevant department for review, but so far I haven't received any specific answer to my question.

So, now I am therefore asking Casino Guru to help me recover my money back, or at least help me obtain complete information regarding the exact reason for closing the account, the specific section of the Terms and Conditions that was allegedly violated, and specific evidence justifying the decision.

I hope you can help me somehow,.

Thank you in advance

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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.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Was your account fully verified, or did you at least submit any identity documents to the casino for verification?
• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without a bonus?

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

Hello

1. I mainly played sports betting, but I also played slots and casino games.
2. No, my acoount was not verified yet, they have never asked me for any documents.
3. Yes, I have already made 1 successful withdraw before (around 2 weeks ago).
4. I used the first deposit bonus in October, and I also used weekly reload bonus in November.

Thank you in advance for your help.

Kind regards

Did you accumulate any winnings from playing slots and casino games, or are your winnings from sports betting only?

Also, please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

Hi

Most of the winnings come from sports betting, only small amount of winnings come from slots.

My communication with the casino costumer support is already sent to your mail.

Thank you in advance for your help.

Kind regards

Hello ciprianook,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ciprianook

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, Martina (martina.b@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

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear ciprianook,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bankonbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been closed?

Thank you in advance for providing the information.

Dear ciprianook,

Thank you for reaching out to us.

We would kindly like to inform you that we are currently further investigating your case and will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Bankonbet Casino

Dear Bankonbet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear ciprianook,

We would kindly like to ask you to check your emails where we informed you about the missing documents in order to verify your account.

Please attach the documents to your reply.

We thank you for your cooperation.

Kind regards,

Bankonbet Team

Hello

I already sent required documents.

Kind regards

Dear Bankonbet Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the ciprianook´s verification process.

Please let us know at your earliest convenience.

Dear ciprianook,

Thank you for your reply and the provided documents.

Please be informed that your documents are currently under review and we will contact you as soon as possible with further information and updates.

We thank you for your cooperation and understanding.

Kind regards,

Bankonbet Team

Dear Bankonbet Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear ciprianook,

Thank you for the provided documents.

We would kindly ask you to check your emails where we requested your bank details in order to proceed with the withdrawal.

Please reply with the requested information.

Thank you for your understanding and cooperation.

Kind regards,

Bankonbet Team

Thank you Bankonbet Casino for the update!

Dear ciprianook, can you please let me know, once you provide the required document to the casino? Thank you so much in advance

Hello

I already sent required documents to the casino.

Kind regards

Dear ciprianook,

thank you for letting me know.

Dear Bankonbet Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the ciprianook´s verification process.

Please let us know at your earliest convenience.

Dear ciprianook,

Thank you for your reply.

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation and wish you all the best.

Kind regards,

Bankonbet Team

Hello

I can confirm that I received my money back.

Thank you very much for yor help.

Kind regards

Dear ciprianook, Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 https://www.trustpilot.com/evaluate/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.