Bankonbet Casino - O saque do jogador está atrasado devido à verificação.

Good morning,

I've been dealing with this problem for almost two months. I have approximately €2,300 plus €500 in withdrawals (which are blocked). The BANKONBET casino requested verification documents, which I provided, but they haven't verified them for about two months now. This is preventing me from withdrawing almost €3,000. I've tried contacting them via chat and email, but all they do is give me the runaround, saying they're overwhelmed with work and haven't been able to verify my information yet, that they're very sorry, and offering their sincerest apologies, etc.

It's shameful, nothing like this has ever happened to me before. I've tried emailing and chatting with them and nothing...

Please, I need a solution. Thank you very much.

Buenos días,

Llevo casi dos meses con este problema. Tengo unos 2300€ aproximadamente + 500€ en retito (bloqueado). El casino BANKONBET me solicito los documentos de verificación, les facilite todo lo solicitado y llevan desde hace aproximadamente unos dos meses, sin verificarme la documentación´´on y esto deriva a no permitirme hacer el retiro de casi 3000€ que tengo dentro. Todo es abrir chat y escribirles por mail y lo único que hacen es darme largas, que por volumen de trabajo que no han podido aun verificarlo, que lo sienten mucho, que me piden sus mas sinceras disculpas etc...

Es vergonzoso, nunca me había sucedido nada igual y es que todo es escribirles por mail y por chat y nada...

Por favor necesito solución. Muchas gracias.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Alvaro1369, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Attila

Good afternoon,

The documents provided were: The transaction history of the card I used to log in, done. Photo of the credit/debit card, done. (Since it's a virtual card, the document provided was a screenshot, as the rules state that if it's a virtual card like mine from WISE, a screenshot is allowed.) Selfie photo, done.

I uploaded these three documents about two months ago. After waiting several weeks (since it said they were under review), I logged into my account and saw that they were now asking me again for a photo of my credit/debit card. They weren't asking for the other two (transaction history and selfie). I uploaded a screenshot of my virtual WISE card two or three weeks ago, and I'm still waiting; it's still under review. All I do is exchange emails and chat with them, and all they do is apologize for the delay, add a note to the relevant team, and say it will be ready as soon as possible, as they have a heavy workload. Two months of waiting in total.

Buenas tardes,

Los documentos proporcionados han sido: El historial de transacciones de la tarjeta con la cual ingrese, hecho. Foto de la tarjeta de credito/debito, hecho. (al ser una tarjeta virtual el documento proporcionado fue una captura de pantalla, como bien pone en las normas, que si es una tarjeta virtual como la mía de WISE que si que se puede una captura. Foto Selfie, hecho.

Estos 3 documentos los subí hace 2 meses aproximadamente, despues de estar varias semanas esperándome (ya que ponia que estaban bajo revisión) entre a la cuenta y vi que ahora me estaban volviendo a solicitar la foto de la tarjeta credito/debito, las otras dos (historial de transacciones y foto selfie) ya no me lo pedian; subi captura de mi tarjeta WISE virtual hace 2-3 semanas y desde ahi sigo a la espera y sigue bajo revision. Todo es cruzar mails con ellos y hablarles por chat y lo unico que saben es pedirm disculpas por la demora que ponen nota al equipo correspondiente y que estara lo antes posible, que tienen mucha carga de trabajo. 2 meses esperando total.

Hello,

Any news?

Thank you so much

Hola,

¿Alguna novedad?

Muchas gracias

Dear Alvaro1369,

Thank you for your reply. Has the casino indicated that there might be a problem with approving specific documents?

Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Good morning,

First of all, please excuse the delay in responding, I have been traveling.

No, they haven't informed me of any problems with the document approval. In fact, whenever I've spoken to them via live chat asking for explanations or through Gmail, all they do is offer their sincerest apologies and say they don't understand what happened, that they're very sorry. It's always the same, but they never actually solve the problem.

I am forwarding all the email threads with them to the email address provided.

Buenos días,

Primero que todo disculpad por la demora en la respuesta, he estado de viaje.

No, no me ha informado de ningún problema en la aprobación de los documentos. De hecho siempre que he hablado con ellos por el chat en vivo pidiendo explicaciones o por el gmail lo unico que hacen es pedirme sus mas sinceras disculpas y que no entienden lo sucedido, que lo lamentan mucho, es siempre lo mismo, pero nunca acaban de solucionarme el problema.

Le reenvio todos los hilos de correos con ellos al mail indicado.

Dear Alvaro1369,

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, Peter (peter.c@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,

Attila

Hello there,

Thank you Alvaro1369 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bankonbet Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

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.

Good afternoon,

They're not answering? How is this possible?

I've never had anything like this happen with a bookie before; it's shameful that they're not going to pay me almost €3,000.

Buenas tardes,

¿No contestan? ¿Como es posible esto?

Nunca me había pasado nada igual con una bookie, es vergonzoso que vayan a no pagarme casi 3.000€

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority. You will receive an email notification once there is an update.

Best regards,

Bankobet Team