Complaint #11 Bankonbet Sportsbook

Self excluded and allowed deposit and play

By Shauna F.

3 months ago

I asked to be self excluded after making bankonbet aware that I had a gambling problem. On May 12th they said that I was self excluded and account closed I have the email evidence. A week or two later I was able to deposit and bet even though I was self excluded. I went on the chat to make them aware and have since sent a complaint letter and looking for a refund of monies i deposited since been self excluded. But they are ignoring me. This is a very serious breach of policy and I will be taking this matter further if not resolved . I would keep away from this site.

Disputed sportsbook Bankonbet Sportsbook

Reason Self-exclusion

Amount $1075

Discussion

AskGamblers

• Support Team

3 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.

Fpn70

• Ireland • 1 reviews

3 months ago

I have already sent the email chain to ask gamblers showing my request for self exclusion on May 12th. In regard to the amount I have added all deposits made since May 12 and the total is 1075

AskGamblers

• Support Team

3 months ago

Dear @Fpn70,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Bankonbet Sportsbook Complaint Stats

Resolved 0 / 11

Avg. Amount $836

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Bankonbet Sportsbook Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 8 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 7 days.

Bankonbet Sportsbook Complaints

See all complaints for this sportsbook

Delayed payment 9 days

have been waiting for my €470 withdrawal for over a week. Neither the live chat nor email support has been able to provide me with any helpful information or resolve the issue.

Today, the withdrawal process has completely disappeared from my account, and I can no longer see any information about its status or progress. This is extremely concerning.

Unresolved

€470

Delayed withdrawal for two weeks

Delayed Withdrawal Since 2 June – No Meaningful Updates From Casino

I am submitting this complaint regarding a delayed withdrawal that I requested on 2 June 2026. As of today, I still have not received my funds.

I have contacted the casino's live support several times and have also sent multiple emails to the support. Unfortunately, I only receive the same generic responses stating that there are delays due to high volume and that I should continue waiting. No specific reason for the delay has been provided, and I have not been given any estimated processing date.

The support team has repeatedly told me that there is nothing to worry about and that the withdrawal will be processed soon, but after more than two weeks, I still have not received my money. The Finance Department has also failed to provide any meaningful update regarding the current status of my withdrawal.

I believe I have been patient and cooperative throughout this process. I am requesting assistance in obtaining a clear explanation for the delay and a definite timeframe for when my withdrawal will be processed and paid.

Unresolved

kr4,000

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

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,

Unresolved

€1,400

Account closed and can not withdraw my balance

Hello! I could not log in to my account and I wrote an email to Support on 2025.11.16. They answered the same day, that my account has been closed. I did not understand why my account was closed, so I asked them and to transfer my whole balance to me. They did not explain why my account has been closed, but asked me to do kyc. On 2025.11.20. I sent them everything they asked, but I got only a reply to upload the data on the website. I explained them again, that I can't log in to my account, so accept the documents via email. They did not answered since then any of my email, and I did not get my money either. I got the last email from them a month ago, which is unacceptable.

Unresolved

€1,250

Verification keep getting stalled and locked out of profile

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.

Unresolved

Ft200,000

Bet Not Refunded After Player Retirement

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.

Unresolved

€11

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

I am writing to inform you of an issue regarding a withdrawal of 20 euros made from my Bankonbet account.

This withdrawal was validated on October 22, 2025, but as of November 1, 2025, I have still not received the funds in my bank account.

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.

Unresolved

€20

No payment for 2 months

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.

Unresolved

$500

Withdrawal delay 3 weeks

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.

Unresolved

€1,500