Complaint regarding a withdrawal validated on October 22 2025 but not received

Hello AskGamblers Team,

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,

My story starts from about october when I first contacted Bankonbet support/KYC, because I couldn't log in. I knew that it was most likely due to verification, and later got an email about it. I told them through email multiple times that I can not log in, so I can't upload the files via the website, and for a month they kept asking me to upload through the website. I spoke with the online chat twice after that and they said I could send them via email. I did it multiple times, but I only got back messages that the relevant department is working on it. It has been 2 months now, since I first sent them the documents and 2 weeks since the last time I sent them it. It seems like they don't want me to be able to log in. They never said if the documents are good/bad or if I have to send some other documents(I sent everything that the online chat told me to send)

I would like them to either send the money to my skrill account or go through this verification already.

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.

Hello,

I've been waiting for my Interac e-transfer of 500$ for months.

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".

I then cancelled my withdrawal and re-submitted it a couple of weeks ago. Then I was prompted to do my verification again, which I did, and I still have not received anything.

I get the same copy-and-paste generic reply from their support on the website. I took my issue to email, and was told once again it's in the final stages, and my account is fully verified, etc, with no issues.

I have been waiting months for what they say is a 3-day process.

Hi, I requested three withdrawals three weeks ago of 500 euro each, and to this day they haven't been sent. They haven't asked for verification, the withdrawals are still pending. Clearly 3 weeks is too much for a withdrawal and they are delaying the withdrawal on purpose due to the being of high amount.