The player from Spain had his Bankobet account blocked since before March 6th and was unable to proceed with his withdrawal despite providing all necessary documentation. Since then, he had not received a response from the casino and was seeking a refund. After ongoing communication with the Complaints Team and the casino, the player's withdrawal request was eventually processed, and he confirmed receipt of his funds. The issue was resolved, and the complaint was marked as 'resolved' in the system.
Bankonbet Casino - Player’s account has been closed.
Amount: €500
Bankonbet Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
3 months ago
Translation
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.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
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
Public
Public
3 months ago
Translation
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.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Thank you for your reply and explanation of the situation, Pabloiglesias.
As you might know, our forum www.kpvfaw.com, 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.
Public
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3 months ago
Translation
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.
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Public
Public
3 months ago
Translation
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.
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Complaint Specialist
Public
2 months ago
Thanks for your reply.
Could you please explain which casino games you played with your most recent deposit?
Please let me know.
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Public
2 months ago
Translation
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.
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Public
Complaint Specialist
Public
2 months ago
Thank you very much, Pabloiglesias, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
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: [email protected]. It will not be shared with anyone, including the player. Thank you!
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Public
2 months ago
Translation
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
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
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.
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2 months ago
Translation
Okay, we'll wait then. If I receive any notification about it, I'll let you know immediately.
a cordial greeting
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Sensitive attachment
Sensitive attachment
2 months ago
Translation
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.Automatic translation:
Public
Casino representative
Public
2 months ago
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.
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Public
2 months ago
Translation
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
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello Bankonbet team,
has there been any news regarding the player's issue?
Public
Casino representative
Public
1 month ago
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)
? 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
Public
Casino representative
Public
1 month ago
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.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Pabloiglesias, let us know as soon as you will receive an update!
Public
Casino representative
Public
1 month ago
Hello Pabloiglesias,
We are happy to inform you, that your withdrawal has been complete.
Thank you for your patience.
Kind regards,
Bankonbet team.
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1 month ago
Translation
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
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
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/www.kpvfaw.com, 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
www.kpvfaw.com
