The money has not been paid

Dear AskGamblers Complaint Team,

I am asking for your assistance with an unresolved compensation payment from Bankonbet of 11,206 NOK.

Background of the compensation

This is not a normal withdrawal or a dispute over gambling winnings. The amount relates to a complaint I raised against Bankonbet concerning their handling of my self-exclusion.

My complaint was based on Bankonbet's breach of the legal obligations applicable to my self-exclusion. Following the complaint and the subsequent dialogue with Bankonbet, they agreed to compensate me as a resolution of the matter.

The compensation was therefore agreed as a consequence of the underlying complaint. However, despite Bankonbet agreeing to the compensation, I have still not received the payment.

I have now been dealing with Bankonbet/VIP/Complaints regarding this matter for approximately 8–9 months. During this period, I have cooperated fully and have repeatedly provided whatever information and payment details Bankonbet has requested.

The problem with the payment

Bankonbet has attempted to arrange the compensation through several different payment methods. I have provided numerous alternative bank details as well as cryptocurrency addresses when requested.

The most recent sequence of events is as follows:

- On 18 September 2026, Bankonbet stated that the two cryptocurrency addresses I had previously provided had not passed their validation process.

- They also stated that they had attempted a manual withdrawal using my Skrill details, but that this had failed because of the system restriction: “Error Blocked outgoing balance payment for country.”

- Bankonbet then requested alternative bank details in order to return my 11,206 NOK.

- I provided the requested information and supporting evidence.

- After doing so, I did not receive a substantive response from the relevant VIP/Complaints department.

- I repeatedly contacted Live Support and was told that my messages would be forwarded to the relevant department and that the matter would be reviewed.

- On 23–24 September, I sent a formal complaint because my latest correspondence had not been addressed and I had been waiting for a substantive response.

- Instead of receiving a response from the relevant Complaints/VIP department, I received another email from ordinary Support on 28 September 2026.

- That email simply repeated the same explanation regarding information allegedly requested since August 19 and again asked me for alternative bank details. It did not address my latest complaint or explain what information was supposedly still missing.

I have now sent Bankonbet one final email. I have again provided my bank details and cryptocurrency address for completeness, specifically so that there can be no further argument that Bankonbet is waiting for information from me.

My position

I have fulfilled my part of the process and have repeatedly cooperated with Bankonbet. The compensation itself was agreed as the resolution of the underlying complaint concerning my self-exclusion.

The remaining issue is therefore the actual payment of the agreed 11,206 NOK.

What I find particularly concerning is that, rather than addressing my latest complaint, Bankonbet continues to refer back to old correspondence and repeat requests for information that I have already provided.

I am not asking Bankonbet to pay me gambling winnings or to reverse a normal withdrawal. I am asking them to honour the compensation payment they agreed to as part of the resolution of my complaint.

What I am asking from AskGamblers

I would therefore appreciate your assistance in getting Bankonbet to:

1. Process and pay the agreed compensation of 11,206 NOK;

2. If Bankonbet maintains that the payment cannot be processed, provide a clear and specific explanation of exactly what is preventing payment;

3. Identify precisely what information or documentation they claim is still missing or invalid, if any; and

4. Address the fact that my latest formal complaint has repeatedly not been answered substantively.

I have attached relevant emails, screenshots and correspondence documenting the history of the case, including the correspondence concerning the original complaint, the agreed compensation, the various payment attempts, my submitted payment information, and Bankonbet's latest responses.

I am happy to provide any additional documentation required.

Thank you for your assistance.

Kind regards,

< full name removed >

Hello,

I have been waiting for nine business days, 13 days in total, for a withdrawal from Bankonbet.

I have received withdrawals from them before. It is 600$. I have talked to dozens of live support people, sent countless emails... it keeps giving me the high-volume excuse.

I do not need to verify my account; I did play with a bonus but wagered the requirements...It has been sitting as: under review: since Aug 27th.

I've attached the withdrawal info plus screenshots of my live support chats.

I'm at a loss as to what to do next.

Thank you for your cooperation.

I have a problem with withdrawing money from Bankonbet:

I have 3 requests for withdrawal of 3x500€ and another 4000€ on the account, which are waiting for withdrawal.

The first request was submitted on 21.7, and according to their rules, the first payment should have arrived by Friday, i.e., by 24.7, but the money still hasn't arrived.

In the past, I have deposited and withdrawn money from this site without any problems. I don't know what happened that they don't want to pay me out. I won most of the money from betting on matches - they have already extremely limited my betting to a maximum bet on matches of 1-2€...

I write to support several times a day, but they always write back the same thing: our financial department does everything to make sure you are satisfied, etc.

Dear AskGamblers Mediation Team,

I am submitting this formal complaint against [Insert Casino/Betting Site Name Here] regarding a delayed withdrawal of €126 that I initiated on June 24, 2026.

Summary of the Issue:

On June 24, 2026, I requested a payout of €126 from my account. More than one week has now passed (today is July 1, 2026), and the funds have still not been received. Despite contacting the site's support team multiple times via live chat and email, I have only received repetitive, unhelpful, and contradictory responses.

The support agents first claimed the delay was due to it being a weekend. This excuse was unsatisfactory, as many betting platforms successfully process crypto and other withdrawals 7 days a week. Later responses simply referred to a vague “delay” without providing any specific reason, expected processing time, transaction reference, or resolution plan. Every interaction feels scripted and robotic, with agents repeating the same information without any real effort to investigate or escalate the matter.

This prolonged delay for a relatively small amount is causing me significant inconvenience and frustration. I have been a customer in good standing, and I expect timely processing of withdrawals as advertised by the casino.

Actions Taken So Far:

Withdrawal requested: June 24, 2026 (€126)

Multiple live chat contacts with no resolution

Email communications with identical scripted replies

No transaction ID, tracking information, or concrete timeline provided

Requested Resolution:

I kindly request AskGamblers to mediate this matter and urge the casino to:

Immediately process and release my €126 withdrawal.

Provide a clear explanation for the delay and confirmation of the transaction.

Hello,

i am a long term VIP Customer. I make huge turnovers and was Level 5 VIP (the highest) Once i started withdrawing they lowered my level after a certain time to level 1.

So i was only able to withdraw 7k a month. (Higher VIP Level means higher withdraw limits)

Well i could live with that,but since 2 weeks, they have changed the software and now starting to delaying withdraws. Chat is no help at all, always same answers.

@Bankonbet I want you to stop delaying my withdraws if you want to keep me as a customer.

Also I make every month a crazy turnover and i am still Level 1 , how can this be? I should be easily Level 5!

I think I am one of the biggest customers you have, you should threat me better tbh, so please sent out my withdraws and increase my VIP Level or increase my withdraw limits, I know you can do that.

Thanks

I have been a customer of BankOnBet for more than one year.

I have deposited over €15,000 and had several withdrawals and wins without any issues in the past.

In December, I won €3,800.

I requested a withdrawal of €1,500, which is still pending.

I also still have €2,300 on my account balance.

Only after these significant winnings did BankOnBet suddenly request a full account verification. I submitted all required documents on December 11, 2025.

Today is January 5, 2026. More than three weeks have passed, and the verification has not been completed, the withdrawal has not been paid, and no clear timeframe has been provided.

This situation strongly appears to be an unjustified retention of player funds.

I am requesting immediate completion of the verification, payment of the €1,500 withdrawal, and full access to my remaining balance.

If this matter is not resolved promptly, I will continue with further regulatory and consumer protection actions.

I am publishing this complaint to warn other players.