Complaint #4 Bankonbet Sportsbook

Bet Not Refunded After Player Retirement

By Zelows

7 months ago

Hello,

I would like to file a complaint against Bankonbet regarding a bet I placed that was not handled in accordance with their own terms and conditions.

Bet Details:

Bet Number: 4185531156

Event: Félix Auger-Aliassime vs Jaume Munar

Bet Date: 23/10/2025

Stake: €10.85

Summary of the Situation:

I placed a bet on Félix Auger-Aliassime for the above-mentioned match. He did play in the earlier rounds of the tournament, winning his matches against Gabriel Diallo (Round of 16) and Marin Cilic (Round of 8). In the quarterfinals, he retired from the match.

According to Bankonbet’s Terms & Conditions, section 17.21.3:

“If a player (or pair) withdraws or is disqualified during a match, all bets on that player or pair shall be void, unless the outcome of the bet has already been determined.”

In this case, the player participated in the tournament and retired during the match, which directly applies to the situation described in section 17.21.3. However, Bankonbet processed my bet as lost, incorrectly citing section 17.21.2, which only concerns players who did not participate in the tournament at all. Their response ignores the facts: Félix Auger-Aliassime did participate and only retired during the tournament.

I have tried to resolve this issue directly with Bankonbet by sending multiple emails detailing the situation and citing their own rules. To date, they have not refunded my bet, which constitutes a clear violation of their terms and conditions.

Request:

I kindly request AskGamblers to:

Review this situation and confirm that Bankonbet did not comply with their own terms.

Ensure the refund of my €10.85 bet, in accordance with section 17.21.3 of their T&Cs.

Attached is the full correspondence with Bankonbet for your reference.

Thank you in advance for your assistance.

Disputed sportsbook Bankonbet Sportsbook

Reason Wrong official result

Amount €10.85

Discussion

Zelows

6 months ago

Hello, BankonBet replied to me 30 minutes ago with this message: “Dear Enzo,

Thank you for contacting the Bankonbet.com support team.

Thank you for the further clarification on what had happened. However, we have checked in with the Sports department again and got the confirmation that the bet has been settled correctly, as it had been placed on an Outright market..

Thank you for your understanding.

If you have additional questions, please feel free to contact us via email support@Bankonbet.com or via Live Chat.”

BankonBet still refuses to reimburse me, yet their article 17.21.3 clearly states that the bet must be cancelled and I will be reimbursed.

AskGamblers

• Support Team

7 months ago

Dear Bankonbet Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Bankonbet Sportsbook Complaint Stats

Resolved 0 / 8

Avg. Amount $896

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Bankonbet Sportsbook Complaints

See all complaints for this sportsbook

Holding funds and withdrawals

Dear Askgamblers,

I am kindly asking for your help in order to to settle my problem I have with Bankonbet.

I currently have 3 withdrawals pending of approx 11 000 NOK, and every time I contact them (by live chat, they are not answering a single of my emails nor giving me a single update on my case, even though they say they will provide this) they just tell me to have patience. At first I had no issue in waiting ,but now, after 7-8 weeks I am starting to believe they are purposely holding my funds.

Some background and context: My account is currently closed with them and I can’t even log in. However, I still have 3 pending withdrawals which is the last of my funds I have on this account. A while ago they made an “administrative decision” without giving me a reason and closed my account. This is a few weeks after they limited my account and basically made it so I cant place bets for more than 10 cents, so I’d say it’s safe to assume its because I made too much profit with them. Fair enough, as long as they pay out. After they limited my account I started withdrawing everything I could. The first two times I had no issues, and the 3rd withdrawal is where my issues occurred. These 3 withdrawals have been pending now for 7-8 weeks (12, 13 and 14th of January, 2026).

2 weeks later they closed my account, on 28th of January they asked for a lot of documentation on email, which I happily provided the exact same date (pictures of my bank cards, bank statements etc). To this day, over 5-6 weeks later they are yet to reply to this response where I provided everything they asked for, even slightly outside my comfort zone, nor have they provided a single update on my case along the way. As they are not replying, and their livechat keeps saying the relevant department is reviewing the case I still don´t know if anything else is needed from my side, if they are purposely holding my funds, or if I simply just have to keep waiting..

I have seen the only solution for others to actually finalize this process is by the help and assistance of you guys, so I am kindly asking for your help to resolve this matter. At this point I feel like they are not taking me seriously, but they seem to respond instantly when contacted by you.

Unresolved

kr11,000

Account suspended with over 1400 balance and no response from support

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I am raising a formal complaint against BANKONBET regarding the sudden and unexplained suspension of my account.

I am currently unable to access my account to verify my exact final balance. However, I am certain that it was well above €1,400 at the time of the lockout. As evidence, I have attached a screenshot taken shortly before the suspension, showing a balance of €2,471.89.

Additionally, I had two withdrawals pending at the time of the suspension: one for €450 and another for €490. I am attaching screenshots of the confirmation emails I received when these requests were placed. This further confirms that I was actively trying to withdraw my legitimate winnings before my access was suddenly revoked without explanation.

Please take note of the following facts:

Full Compliance: I have strictly adhered to all Terms and Conditions and have not violated any rules.

KYC Completed: I have already submitted my identity documents for the KYC verification process.

Silent Support: I have reached out to the casino's support team via email multiple times to seek clarification, but they have completely ignored my inquiries.

It is highly concerning that a casino can freeze such a significant amount of money without providing any justification or communication.

I am requesting the full restitution of my remaining funds. I hope that through your mediation, the casino will finally provide transparency and release my balance.

Thank you for your help.

Best regards,

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I contacted your customer service for the first time on October 25, 2025, and again on October 28, 2025, but I have not received any response to my messages. This lack of communication is very disappointing and contrary to your obligations of transparency towards your users.

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I originally sent the request for withdrawal in August. I waited weeks and was very patient. Every time I go to support, I'm given the same response: "wait times are long and it's in the final processes".

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