Complaint #81 Bankonbet Casino

Withdrawal blocked for over 3 weeks and unacceptable verification delay

By Melane S.

6 months ago

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.

Disputed Casino Bankonbet Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

5 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Bankonbet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Bankonbet Casino

• Representative

5 months ago

Dear @AskGamblers,

We have sent an email to you sharing the evidences via email for further review.

Upon reviewing the account, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which the player had acknowledged upon the creation of the account on our website:

4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

- the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

<...>

9.1 :- The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

- using the Website for commercial purposes or in someone else’s name or interest;

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

<...>

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

- void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

<...>

In accordance with the articles previously mentioned, we would like to reiterate that the balance has been voided. Consequently, these funds cannot be returned pursuant to our Terms and Conditions.

We trust that this information will assist in clarifying the matter for you.

We are looking forward for your update.

Warm regards,

Bankonbet team.

AskGamblers

• Support Team

5 months ago

Dear Bankonbet Casino,

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.

Thanks in advance for your cooperation.

Salam95230

5 months ago

Hello,

I note that my account has been closed only after I achieved significant winnings, while all my deposits had previously been accepted without any issue.

I consider this situation deeply unfair and indicative of an unbalanced practice: deposits are accepted without immediate control, but verifications suddenly become blocking at the time of withdrawals.

This way of proceeding is unacceptable. I will not abandon this case and will pursue all necessary actions to assert my rights and obtain a resolution regarding my funds.

Bankonbet Casino Complaint Stats

Resolved 35 / 36

Avg. Amount $1,748

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Bankonbet Casino Complaints

See all complaints for this casino

I am facing a payment problem, its been 8 days and they haven't gotten me my payout

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.

Rejected

€126

Delayed withdraws

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

10h left

€81,806

Account review and no withdrawal

Hi, my account was closed on this casino or put into review as they say, anyways, I've been sending emails to the casino to get teh withdrawal of my funds, which that I have are 406 euros, however, they told me to wait 3 weeks ago and since then I've not heard anything from them. I haven't passed kyc as they haven't requested any documents and have not responded to my email. The account was closed probably around the start of January so it's already been a long time with no advances regarding the withdrawal

Unresolved

€406

Delayed withdrawal of 800EUR

Hello,
I have made 800€ withdrawal request on 26.01.2026. Bankonbet terms state that payment takes to three business days. They should have been paid out already. When I contact support they send me always the same answers that there is delay due to many withdrawals and will be processed soon but nothing happens.
Such delay is unacceptable.
On verification site it says that my account doesn't require verification.
Additionaly as VIP player I was assured that my withdrawals will be faster. As you can see it's not faster but even delayed.
Please help.

Rejected

€2,600

3 weeks waiting for 3200 EUR payout

Dear AskGamblers Team,

I am writing to file a formal complaint against Bankonbet Casino regarding a significantly delayed withdrawal that has now been pending for over three weeks.

On October 26, 2025, I requested a withdrawal of 500€ via crypto after successfully meeting any wagering requirements from my deposits and gameplay. According to Bankonbet's stated withdrawal policy, which promises processing within 3-5 business days, this should have been completed by now. However, it remains stuck in "pending" status without any clear explanation or resolution.

I have contacted their customer support multiple times via live chat and email. Initially, they assured me it was being processed and asked for patience due to "high volume," but subsequent follow-ups have resulted in generic responses like "it's under review" or "we're escalating it," with no updates or timelines provided. I have attached screenshots of my withdrawal request, chat transcripts, as proof.

Best regards,

Resolved

€3,200

Closing my account with roughly 125000 NOK balance

I am writing this complaint today after I have, without any further notice, had my account closed (5 days ago). They have also failed to answer my request as to why my account has been closed, or where I can officially complain about their decision. Total silence ever since I received the message.

I created the account in July, and deposited 20.000NOK twice. Obviously, everything was smooth sailing as long as I was losing, and the VIP agents were friendly and very willing to chuck bonuses my way. Then, when I won big and wanted to withdraw some of it, all of this happened. I withdrew approximately 60,000 NOK with success before they didn't let me log in anymore, with an error message saying (Account under review). Will add proof to this in the attached files.

Hoping for a positive outcome and some clarity here, since this is a lot of money for me. And also, since I am fed up with being overrun by shady operators in this business.

Resolved

kr125,000

Impossible to receive withdrawals

I highly suggest to anyone willing to try this casino: don’t use it!!

It takes 5 seconds to deposit on the website but when you are trying to withdraw your money, it will never work.

My withdrawals are way passed the 3 business days limit they tell you and I have yet to receive any.

I contacted the support line and they give me generic answers that they will send my money shortly but guess what, I have yet to see a penny of my money.

This site is a fraud.

Rejected

Delayed just like last time

This will be just like last time, I don't have time to wait for the withdrawals and they don't want to talk to me. Why can't you accept the withdrawals within reasonable time? Please accept my withdrawals. Last time you had me waiting for many weeks! This is annoying and you keep on saying you don't know when it will be threw? And when I write complaint here last time you responded immediately…

Resolved

kr14,000

Withdrawal dragged out

I have requested a withdrawal on the 25/06/25 of 500 euro and another withdrawal of same amount the 26th. I have contacted bankonbet every second day and I keep getting the same answer saying that they have made my case priority and it's under review. They can not give me a date when it will be processed. The website says 5 working days. It's becoming very frustrating getting the same reply back.

Resolved

€1,000

Waiting since June 25th for360

I have been waiting on my withdraw since 06/25/25 they told me it will take up to 3 business days to receive and every time i reach out they tell me that i will receive my funds that there is a delay because of processing time but they won't tell me they i can do is been well over the 3 business days withdraw time

Resolved

$360