Bankonbet Casino - Endless loop of excuses

Dear @clemzich,

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.

Dear AskGamblers complaint team,

I would like to clarify that the total amount of the disputed payment is 3,515 euros.

Please let me know if there is any further information you need from me.

Thank you for your assistance.

Dear @clemzich,

Thank you for reaching out to us.

We have reviewed your recent withdrawal requests and would like to inform you that they were automatically cancelled due to the use of a VPN or masked IP address at the time of the request.

For security and regulatory reasons, our system requires that withdrawal requests be made from a public or residential network that accurately reflects your registered location. Using a VPN can interfere with this verification process and result in the cancellation of transactions.

To resolve this issue, we kindly suggest that you disable any VPN or proxy service and attempt to make your withdrawal from a regular public or home network connection.

Thank you for your understanding and cooperation.

Kind regards,
Bankonbet Casino Team

Dear Bankonbet,

I have just contacted your support team using a mobile network, as instructed. However, I was informed once again that I need to wait for an email response. Additionally, all withdrawal options on your website remain grayed out and disabled for me.

I have followed all the instructions provided repeatedly, and it is frustrating to encounter continuous delays without a clear resolution.

Thank you for your immediate attention to this issue.

Regards,
Clément

Dear @clemzich,

Thank you for the information provided.

After investigating the issue, it seems that you entered without vpn and we would like to inform you that your account has been verified successfully.

Please, kindly inform us if you could now proceed with your withdrawal requests.

Thank you in advance.

Best regards,
Bankonbet Casino Team

Thank you for your recent update informing me that my account has been successfully verified.

However, I am still unable to proceed with any withdrawal requests as all withdrawal methods remain grayed out and inaccessible on my account. Could you please look into this issue further and provide guidance on how I can successfully complete a withdrawal?

Regards,
Clément

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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear @clemzich and Ask Gamblers Team,

We would like to inform you that we have initiated the standard procedure to assist the player facing withdrawal issues. We have contacted you @clemzich via email and requested screenshots of the error message that you are receiving or a screenshot that could help us escalate it to the technical team so can be checked further.

Additionally, we have offered the option of a manual withdrawal and asked the client to provide the necessary bank details via e-mail, including:

-Full Name (including middle names)

-E-mail

-Bank Account Owner’s Name

-IBAN/Account Number

-Bank Name

-Bank Location (Country)

-SWIFT/BIC

We are currently awaiting the response to proceed further.

Please let us know if you have any questions.

Best regards,
Bankonbet Casino Team

Dear Bankonbet casino team and Ask Gamblers team,

I am writing to inform you that I have finally managed to unlock the withdrawal options on the website. As a result, I have successfully submitted a withdrawal request via bank transfer.

Please note that there is a daily withdrawal limit of 800 euros, and I have more than 3,400 euros to withdraw. Therefore, it will take several days to complete the entire withdrawal process. I will keep you updated on the progress of these transactions.

Thank you for your assistance and understanding.

Best regards,
Clément

Dear Clement,

We would like to thank you for the update. We would like to inform you that withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

Your current status allows you to withdraw up to 800 every 24 hours up to a maximum of 3 active withdrawal requests.

Thank you so much for your understanding and your patience is much appreciated!

Best Regards,
Bankonbet Casino Team

Hello,

I would like to inform that I have successfully made two bank transfers, adhering to the withdrawal conditions specified. However, it has been more than 48 hours since my requests have been "under review."

I will keep you updated on any changes or progress regarding these transactions.

Thank you for your attention to this matter.

Dear @clemzich,

Thank you so for the update.

We would like to inform that your request has been escalated to the payments department and your withdrawals will be completed as soon as possible.

Thank you so much for your patience and understanding to the matter!

Kind regards,
Bankonbet Casino Team

Hello,

Thank you for the update and for escalating my request to the payments department.

I am pleased to inform you that two of the withdrawals have been successfully processed. I will keep you updated on the progress of the remaining transactions.

Thank you for your assistance and patience.

Kind regards,
Clément

Dear @clemzich,

We kindly thank you for your patience. We are here for you if anything else is needed.

Kind regards,
Bankonbet Casino Team

Still withdrawal in waiting. I'll keep the update here.

Still pending since the 11/06. I will wait.

Dear @clemzich,

We hope you are well.

We would like to kindly inform you that in order for your withdrawal requests to proceed, you need to send us some documents for verification as we were informed from the verification team. You may find what is needed exactly on your Verification tab on your casino profile. If you need any help regarding this matter, we will be glad to assist you.

Best regards,
Bankonbet Casino team

Dear @clemzich,

The AskGamblers Complaint Team is kindly asking you to assist the Bankonbet Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Hi,

I find your recent request for additional verification documents quite surprising. In previous communications, it was confirmed that everything was in order, and I have already successfully completed two withdrawals. Could you please clarify what has changed since then?

Additionally, I would like to inform you that I have not received any emails regarding this matter, and there are no new requests visible in the verification tab of my profile. Could you please specify exactly what information or documents you require this time?

Regards,
Clem

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.

Dear @clemzich,

Thank you for your patience and for bringing your concerns to our attention.

We would like to clarify that, as part of our ongoing commitment to regulatory compliance and responsible gaming, there may be instances where additional verification documents are requested, even after previous verifications and successful withdrawals. This is a standard part of our enhanced due diligence procedures, which are occasionally necessary to ensure the security of all accounts and transactions.

At this time, we kindly ask you to check the Verification section within your BankonBet account. You should be able to see any documents that are currently being requested to complete this stage of verification.

Please confirm if you can now see the listed documents there. If anything remains unclear or if you're unable to view the request, do let us know and we will gladly assist further.

Thank you for your understanding and cooperation.

Best regards,
BankonBet Casino Team

Hello,

As I mentioned earlier, there are no requests or indications for additional documents in the Verification section of my account. To further clarify, I am attaching a screenshot of the Verification section as it appears to me.

Please review the screenshot and advise on what steps I should take next. If there are specific documents you need that are not listed, kindly let me know directly.

Thanks

Dear @clemzich,

We hope this message finds you well.

We wanted to clarify the status of your account verification at Bankonbet Casino. There was an internal oversight during the verification process, but I’m pleased to inform you that your account has already been fully verified—you don’t need to send us any more documents, and everything is now in order.

We are also happy to update you that two of your withdrawal requests have been successfully processed and completed. The final withdrawal is in the queue and will be released as soon as possible, with our team prioritizing its immediate execution.

We appreciate your patience and sincerely apologize for any worry this situation may have caused. Moreover, you may freely try to withdraw your remaining balance.

Thank you for your trust in Bankonbet. If you have any questions or need further assistance, please don’t hesitate to reach out.

Best regards,
Bankonbet Casino Team

Dear @clemzich,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.