Hello,

The casino continually rejects my proof of deposit.

I used a Paysafe debit card and sent the evidence in the correct format (.pdf).

I only have this view of the transactions and have already informed the casino about this.

But it keeps being rejected without comment.

Please help me solve the problem and get my money, as this whole procedure has already taken over a month.

Hallo,

das Casino lehnt immer wieder meinen Nachweis der Einzahlung ab.

Ich habe eine Debit-Karte von Paysafe benutt und den Nachweis im richtigen Format (.pdf) geschickt.

Ich habe nur diese Ansicht der Transaktioenen und das auch bereits dem Casino mitgeteilt.

Aber es wird unkommentiert immer wieder abgelehnt.

Bitte helfen Sie mir, das Problem zu l?sen und mein Geld zu bekommen, da das Ganze Prozedere bereits über einen Monat dauert.

Hello Fridem3007,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bankobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

The Verification process is ongoing since beginning of December.

As you can see on screenshot my ID, Adress, Credit Card as itself are approved.

Last thing is the transaction History, as I sent them several times but get it declined ervery time.

Spoke about 2 weeeks ago with the Casino about it, but Didn′t get a clear hint, what is wrong.

so?

Hello Fridem3007 and thank you for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Now they simply closed my account and confiscated my money EVEN THOUGH everything was verified and that's why I requested a payout.

Jetzt hat man einfach mien Konto geschlossen und mein Geld eingezogen OBWOHL alles auf verifiziert stand und ich deshalb eine Auszhalung beantragt habe.

Hello Fridem3007,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Bankonbet Casino,

Could you possibly provide additional information regarding the proof of deposit and subsequent account closure and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for contacting us.

We have sent you an email with the explanation about the case and the necessary evidences. We are looking forward to your reply.

Thank you for understanding!

Best Regards,

Bankonbet

Thank you Bankonbet Casino for the message.

Dear Fridem3007,

After examining the evidence provided to me I can see that you used funds for depositing at the casino that were sent to you by a player registered at the same casino. Could you explain the situation to us?

I know him from School.

We are both part of an online Community about Betting and he lend me Money for Playing.

I played at the Casino because he recommended it as they have good Promotions and Odds...

Why is this a problem?

It is a problem because another player's funds were used to play at the casino in your account. In other words, there is a strong suspicion that a third party has used your account. A player should never use anyone else's funds to play but his own.

As mentioned above, I have reviewed the evidence provided to me by the casino that suggests you have directly violated the following terms and conditions of Bankonbet Casino:

''9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited

and will be considered a material breach of these General Terms and Conditions:

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;''

Due to the circumstances above, I have no choice but to reject this complaint.