About two months ago, I won approximately 30,000 Euros playing roulette.

They paid me 10,000 Euros and simply deducted the remaining 20,000 Euros along with the account.

I was at Level 4 and they demoted me to Level 1 without any reason (at Level 4, the daily payout is 1000 euros and at Level 1, it is only 500... obviously).

After a few payouts (roughly totaling to 10,000 Euros), they asked me to send them the following information,

Photo, passport, and last month's bank statement.

A couple of bills including my first and last name, and my address.

I did all that and sent them.

After two days, they requested my bank statements for the past three months. I sent them too.

The next day, when I tried to log in to make a payment - I couldn't... they had deleted my account with 20,500 Euros in it.

I wrote and sent an email... nothing.

I never received a response to my email.

They told me in live chat that I had violated Rule 9.1 and that I have no claim to the winnings... ever.

When I asked for a full explanation as to why they did this, they always referred back to Rule 9.1.

This rule lists fifteen potential fraudulent activities... they haven't specified even a single one for me.

Their answer was always Rule 9.1.

I apologize for the long post, but what BANKOBET has done to me without reason is really not humane..

Vor etwa zwei Monaten habe ich etwa 30.000 Euro beim Roulette gewonnen

Sie zahlten mir 10.000 Euro und strichen die restlichen 20.000 Euro zusammen mit der Konto.

Ich war auf Level 4 und sie haben mich ohne Grund auf Level 1 gesetzt (auf Level 4 betr?gt die Zahlung pro Tag 1000e und auf Level 1 nur 500... logischerweise)

Nach einigen Zahlungen (ungef?hr 10.000 Euro) bitten sie mich, ihnen die folgenden Informationen zu senden

Foto, Reisepass, Kontoauszug des letzten Monats

Ein paar Rechnungen mit meinem Vor- und Nachnamen und meiner Adresse.

Das habe ich alles gemacht und abgeschickt

Nach zwei Tagen werden sie nach meinem Kontoauszug für die letzten drei Monate gefragt. Den habe ich auch geschickt.

Am n?chsten Tag m?chte ich mich einmelden, um eine Zahlung zu t?tigen - ich kann nicht ... sie haben mein Konto mit 20.500 Euro gel?scht

E-Mail geschrieben und gesendet ... nichts

Ich habe nie eine Antwort auf meine E-Mail erhalten

Sie sagten mir im Live-Chat, dass gegen Regel 9.1 versto?en wurde und dass ich keinen Anspruch auf das gewonnene Geld habe ... niemals

Als ich nach einer vollst?ndigen Erkl?rung fragte, warum sie das getan haben, verwiesen sie immer auf Regel 9.1

Diese Regel listet fünfzehn Betrugsm?glichkeiten auf ... für mich haben sie keine einzige aufgeführt

Ihre Antwort war immer, dass Regel 9.1

Entschuldigung für den langen Beitrag, aber was BANKOBET mir ohne Grund angetan hat, ist wirklich nicht menschlich.

Dear Mann11,

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 were you a player of the casino and when exactly was your account blocked?
• Have you deposited using a payment method that is exclusively in your name, please?

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

Best regards,

Tomas

Hello Tomas

I opened an account with BANKOBET in April 2023

I was active every month... I made payments from the only account I have... with my first and last name and such for all 6 months. I made payments to the same account a few times but there was never a problem until I won 30k.

On September 14th they deleted my account with 20,500 euros

And what's more, they once simply deleted my winnings from rullet...that was in the 1800s

Hallo Tomas

Ich habe im April 2023 ein Konto bei BANKOBET er?ffnet

Ich war jeden Monat aktiv ... Ich habe Zahlungen von meinem einzigen Konto get?tigt, das ich habe ... mit meinem Vor- und Nachnamen und so für alle 6 Monate. Ich habe ein paar Mal Zahlungen auf dasselbe Konto get?tigt, aber es gab nie eine ein Problem, bis ich 30k gewonnen habe.

Am 14. September haben sie mein Konto mit 20.500 Euro gel?scht

Und noch dazu die haben mir ein mal mein Gewin bei rullet einfach gel?scht..das war 1800e

Thank you very much, Mann11, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.  

Thanks Tomas

It's really not nice when you have won money legally and "they" delete your account with 20k euros for no reason. I think it's like a scam

Danke Tomas

Es ist wirklich nicht sch?n wenn du geld legal gewonnen hast und "sie" l?schen dein Konto mit 20k euro ohne Grund das zu machen.Ich finde das wie ein Betrug

Hi  Mann11,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Bankonbet Casino to join the conversation and contribute to the resolution of this complaint.

Dear Peter,

Thank you for reaching out.

We would like to inform you that we sent an email to [email protected]. Looking forward to your reply!

Best regards,

Customer Support

Thank you Bankonbet Casino team for your reply and evidence. I sent you some additional questions.

Hi Peter

Thanks for your support.

I hope that bankonbet will tell you why they deleted my account with 20,000 euros.

What kind of casino is this that can do something like that?

I registered with another casino without any problems. Everything is fine with my documents and papers.

If necessary I will send you all the documents I sent you so you can explain to me what is wrong..?.if Bankonbet can't already do that!.!

Thank you very much, Petre, and I hope for a positive answer from you.

Hallo Peter

Danke für deine Unterstützung.

Ich hoffe, dass bankonbet Ihnen mitteilen wird, warum sie mein Konto mit 20.000 Euro gel?scht haben.

Was für ein Casino ist das, das so etwas kann?

Ich habe mich ohne Probleme bei einem anderen Casino registriert. Mit meinen Dokumenten und Papieren ist alles in Ordnung.

Bei Bedarf sende ich Ihnen alle Dokumente, die ich ihnen gesendet habe, damit Sie mir erkl?ren k?nnen, was falsch ist..?.wenn Bankonbet das nicht schon kann!.!

Vielen Dank, Petre, und ich hoffe auf eine positive Antwort von dir.

Dear all,

Thank you for your patience.

We would like to inform you that after a careful review of the account, we have come to a decision to reopen the account and credit back the amount.

Since the amount was manually credited back, it is required to come to chat to request the withdrawal requests to be placed manually (in accordance with limits stated in our Terms and Conditions), otherwise there would be a requirement to complete the wagering of the deposit. The customer support was informed accordingly.

Best regards,

Customer Support

Dear Tomas,Dear Peter

Thank you very much...I received my money back from Bankonbet...you are THE BEST!!!!!!!!!

I hope that I can now pay out the money without any problems

The main thing is that you two helped me a lot.

I'm very grateful for that.

Thank you 1000000 times

Kind regards

Casino Guru The Best??????????

Lieber Tomas,Lieber Peter

Vielen Vielen Dank...ich habe meine Geld bei Bankonbet wieder erhalten...ihr seid THE BEST!!!!!!!!!

Ich hoffe das ich jetzt ohne Problem das Geld auszahlen kann

Hauptsache ist das ihr zwei haben mir seher seher geholfen.

Ich bin seher Dankbar dafür.

1000000 mal dankesch?n

Sch?ne Grü?e

Casino Guru The Best??????????

Dear Bankonbet Casino team,

Thank you for reconsidering your decision.

Dear Mann11,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Mann11, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter