Bankonbet Casino - Jogador enfrenta dificuldades com retirada devido à rejeição de documento.

Hello everyone. I've been trying to verify my Bankonbet account for weeks so I can finally withdraw my winnings, but my documents keep getting rejected. Bankonbet is now requesting a statement from my crypto wallet showing my deposits and my personal information. I've already uploaded the statement, but it keeps getting rejected because no personal information is visible. I went to live chat and tried several times to explain that a crypto wallet doesn't contain any personal information like name or address. The employee wasn't interested and kept repeating that I had to provide the document the department had requested. After I mentioned again that I couldn't upload a document that didn't exist, I was kicked out of the live chat.

I need your help, otherwise I will probably never receive my money.

Hallo zusammen. Ich versuche seit vielen Wochen meinen account bei Bankonbet zu verifizieren um endlich meine Gewinne auszuzahlen aber meine Dokumente werden immer wieder abgelehnt. Jetzt forder Bankonbet einen Auszug meines Crypto Wallets auf dem die Einzahlungen sichtbar sind und meine persönlichen Daten. Ich habe den Auszug schon hochgeladen aber es wird immer wieder abgelehnt weil keine persönlichen Daten sichtbar sind. Ich bin in den Live chat gegangen und habe mehrfach versucht zu erklären dass ein Crypto Wallet keine persönlichen Daten wie Name oder Adresse enthält. Es hat den Mitarbeiter nicht interessiert und er wiederholte immer wieder dass ich das Dokument liefern muss dass die Abteilung gefordert hat. Nachdem ich nochmals erwähnte dass ich nicht ein Dokument hochladen kann dass nicht existiert, wurde ich aus dem live chat gekickt.

Ich benötige bitte Hilfe von Ihnen, da ich mein Geld sonst vermutlich niemals erhalten werde.

Dear Blizzard44888,

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 share the communication with casino support regarding which documents are required for verification?
• Have you made deposits to the casino using crypto exclusively?
• Could you please list which documents you have already submitted during the verification process?
• Did you achieve your current balance with the help of a bonus?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Blizzard44888,

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.

Hello, all my deposits were made exclusively with crypto.

The casino requested my ID, a selfie of my face, proof of address, a selfie with my face and ID, and the casino website in the background. Everything was accepted, and then they requested a transaction history from my crypto wallet for April + crypto wallet contact details must be visible.

I uploaded the transaction history of my crypto wallet, but it keeps getting rejected because it doesn't contain a name or physical address. I've explained several times via live chat that a crypto wallet doesn't contain any personal data, and the agent's response was always the same: He understands what I'm telling him, but I'm being asked to provide the document or I won't get my money. Then he kicked me out of the live chat. What Bankonbet is demanding simply doesn't exist, and it's unacceptable that I can't get my money now, even though I've provided all the requested documents!

Unfortunately, I don't have any screenshots of the chat, and although I requested the transcript, I never received it in my email.

I made my winnings without a bonus.

Hallo alle meine Einzahlungen wurden ausschließlich mit Krypto getätigt.

Das Casino hat von Ausweis, Selfie von meinem Gesicht, Adressnachweis, Selfie mit meinem Gesicht und ausweis und casino website im hintergrund erhalten. Alles wurde akzeptiert und dann wurde eine Transaktionshistorie von meinem Krypto-Wallet für April verlangt + Krypto-Wallet Kontakt Daten müssen sichtbar sein.

Die Transaktionshistorie von meinem Krypto-Wallet habe ich hochgeladen aber es wird immer wieder abgelehnt weil dort kein Name und keine physische adresse steht. Ich habe mehrfach dem Live Chat erklärt dass ein Krypto-Wallet keine personen bezogenen Daten enthält, die Reaktion des Mitarbeiters war immer die gleiche: Er versteht zwar was ich ihm mitteile, aber ich wurde aufgefordert das Dokument zu liefern oder ich bekomme mein Geld nicht. Dann hat er mich aus dem Live Chat geworfen. Das was Bankonbet fordert existiert einfach nicht und es kann nicht sein dass ich jetzt nicht an mein Geld komme obwohl ich alle Dokumente geliefert habe die angefordert wurden!

Ich habe leider keine Screenshots von dem Chat verlauf und das Transkript habe ich zwar beantragt gehabt, aber nie auf meine E-Mail erhalten.

Meinen Gewinn habe ich ohne Bonus erzielt.

Thanks for you reply.

Could you please share your interaction with the casino support regarding the missing personal information? Send it to my email at tomas@casino.guru

Could you please explain which service you are using as a crypto wallet?

Dear Blizzard44888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Blizzard44888. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Hello, unfortunately the problem still exists. I have also contacted the casino several times via live chat. They told me to write an email, which I have done several times, but after waiting several weeks, I only receive meaningless replies. I have been waiting six months for my winnings, which is really unbelievable.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Blizzard44888,

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 personal information is needed from statement from trust wallet? This is not possible in this case. Is there any other document the player can submit to be sufficient?

Thank you in advance for providing the information.

Dear Blizzard44888,

Thank you for contacting us.

Having checked your account, I can see that we have received your April transaction history,

which is currently under review by the relevant department.

Thank you for submitting this document.

As you are aware, we asked you to upload your crypto wallet contact details as proof of account ownership as well, if possible.

I will inform the relevant department that you said it was not possible to find this information,

as I understand it is an anonymous crypto wallet.

We will keep you updated regard this matter.

Thank you for your patience.

Kind Regards,

Bankonbet Casino Team

Dear Blizzard44888,

We are pleased to inform you that your account has been successfully verified.

You can now proceed with your withdrawal requests.

Thank you for your patience.

Best Regards,

Bankonbet Casino Team

Those are very good news! Thank you Bankonbet Casino Team.

Dear Blizzard44888,

Could you please try to withdraw your funds and let us know how the process goes? We’d appreciate it if you could keep us updated on the progress.

Hello I received some payouts and now there is only 600€ left.

Great! Thank you Blizzard44888!

Please keep us informed!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Blizzard44888,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina