Bankonbet Casino - Withdrawal blocked for over 3 weeks and unacceptable verification delay

Dear AskGamblers Team,

In order to assist with this case and proceed with our investigation, we have sent an email to your official address requesting the player's registered email address.

We kindly ask you to provide this information at your earliest convenience so we can locate the account in our system and provide a detailed update. Thank you for your cooperation.

Best regards,
Bankonbet Casino Team

Dear Bankonbet Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind 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 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.

Hello,

Thank you very much to the AskGamblers team for reopening this complaint and for your assistance in helping both parties reach a fair resolution.

I remain fully cooperative and available to provide any additional information needed to resolve this matter.

For clarification, at this time only my passport has been approved.
All other documents submitted on December 11, 2025 are still pending verification.

My €1,500 withdrawal, requested on December 11, 2025, is also still pending.

Thank you again for your support and assistance.

Kind regards,
Melane Salam

Hello,

I have submitted all the documents that have been requested from me so far as part of the verification of my account.

However, I have just noticed that my withdrawal function has been blocked without any explanation or prior notification.

I would therefore appreciate it if you could inform me of:
– the exact reason for this block,
– the current status of my account verification,
– and the estimated timeframe for the reactivation of my withdrawals.

I am fully cooperating with your compliance process and expect clear and transparent handling of my case.

I look forward to your prompt response.

Kind regards,
Melane Salam

Dear Salam95230

Following a review of your account in relation to your concerns, we would want to inform you that once your account completes verification process you will be able to attempt withdrawals once again.

To proceed further with the verification process, we kindly suggest you to please upload a clear image of with the card 513165******9520 front and back, showing first 6 and last 4 digits, through the verification tab in your profile. 

The middle 6 digits and CVV code have to be covered. We will not accept the image without information covered or covering any other information apart from middle 6 digits and CVV code.

Once again, please make sure to upload a clear image for both front and back through the verification tab in your profile. 

We are looking forward to your update.

Kind regards,
BankonBet casino team.

Hello,

Following your recent email, you requested that I upload a clear image (front and back) of the card 513165******9520 via the Verification section of my account.

However, there is currently no option available on my profile that allows me to upload this card in the Verification tab.

Additionally, I would like to inform you that this card belongs to a friend. It was used on an exceptional basis with their full consent. If required, I am able to provide a copy of their ID as well as a written statement confirming their authorization for me to use this card.

Could you please either:
• advise me exactly where I should upload this document on your platform, or
• open a dedicated upload section so that I can submit it directly?

I remain available and ready to provide any documents you may need without delay.

Kind regards,
Melane SALAM

Dear Salam95230

Thank you for your prompt reply and sharing the details.

We have forwarded the details to the relevant team and requested for an immediate update.

Therefore, we believe, we should be able to provide an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Kind regards,
BankonBet casino team.

Hello,

I am contacting you again as the situation has now become unacceptable.

It has been more than two months since my case has been pending, with no clear resolution or meaningful update from your side. We are not talking about a small amount here — the total sum involved is €3,800, including a €1,500 withdrawal still pending and €2,300 remaining blocked on my account balance.

I have fully cooperated and provided all requested documents a long time ago. Despite this, there has been no real progress or clear communication regarding my case.

I am therefore requesting a fast and precise update, as well as a clear timeframe for the completion of the verification process and the release of my funds.

I look forward to your prompt response.

Kind regards,
Melane SALAM

Dear Salam95230

Upon checking with the relevant team we would want to inform you that we are still waiting for you to provide us the requested images of the card.

Once again, we would want to inform you that only once your account completes verification process you will be able to attempt withdrawals again.

Therefore, to proceed further with the verification process, we kindly suggest you to please upload a clear image of with the card 513165******9520 front and back, showing first 6 and last 4 digits, through the verification tab in your profile.

The middle 6 digits and CVV code have to be covered. We will not accept the image without information covered or covering any other information apart from middle 6 digits and CVV code.

Once again, please make sure to upload a clear image for both front and back through the verification tab in your profile and not via email.

Should you require any additional assistance, please do not hesitate to reach out to us.

We are looking forward to your update.

Kind regards,
BankonBet casino team.

Hello,

I have already explained this several times, and I am concerned that my messages are not being properly reviewed.

On my account, there is NO option available in the Verification section to upload my card. I have checked both on the website and on the mobile application, and there is no place where I can submit these documents.

Despite this, you keep asking me to upload the card “through the verification tab”, which is technically impossible on my profile.

I am fully willing to cooperate and provide the requested images immediately, but I cannot do so without access to the proper upload section.

Please:
• Either activate the upload option on my account,
• Or tell me exactly where I can upload the documents,
• Or allow me to submit them via another secure method.

I am attaching screenshots to show that no upload option is available on my side.

After more than two months of waiting, this situation must be resolved urgently.

I expect a clear and concrete solution, not another generic response.

Kind regards,
Melane SALAM

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 Salam95230

Upon reviewing the screenshot which you had attached earlier on the AskGamblers thread. After translation we can see : " Verification required. Please upload the requested documents below to verify your account. "

We believe you should be able to upload the documents after clearing cache and cookies. Or you can send the requested images via email.

We are still waiting for you to provide us the requested images of the card.

We would like to bring this to your attention that this is our third reminder, only once your account completes verification process you will be able to attempt withdrawals again.

Therefore, to proceed further with the verification process, we kindly suggest you to please upload / attach, a clear image of the card 513165******9520, both, front and back, showing first 6 and last 4 digits, either through the verification tab in your profile.

Or via the same email we sent you on January 29, 2026.

The middle 6 digits and CVV code have to be covered. We will not accept the image without information covered or covering any other information apart from middle 6 digits and CVV code.

Once again, please make sure to upload / attach, a clear image for both front and back either through the verification tab in your profile or via the same email we sent you on January 29, 2026.

We are looking forward to your update.

Kind regards,
BankonBet casino team.

Dear @Salam95230,

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.

Hello,

I would like to confirm that I have now sent you the requested images of the card 513165**9520 via email, in accordance with your instructions.

The documents were sent with the required information properly covered.

Please confirm receipt of these documents and proceed with the completion of my account verification and the release of my funds.

I look forward to your confirmation and a prompt resolution.

Kind regards,
Melane SALAM

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 Salam95230,

We kindly ask for your continued patience as we await an update from the relevant department regarding your request.

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.

We sincerely appreciate your patience during this time. Thank you for your understanding.

Kind regards,
BankonBet casino team.

Hello,

I am contacting you again as I still have not received any response from your side regarding the documents I sent.

As requested, I have already provided the card images by email, in full compliance with your instructions. Despite this, I have received no confirmation, no update, and no clear information about the status of my verification and withdrawal.

This situation has now been ongoing for far too long. My funds have been blocked for more than two months, and this lack of communication is unacceptable.

I expect an immediate review of my case, a confirmation of receipt of my documents, and a clear timeline for the release of my funds.

If I do not receive a proper response shortly, I will have no choice but to escalate this matter further through official complaint platforms and regulatory channels.

I look forward to your prompt reply.

Kind regards,
Melane SALAM

Hello,

I want to make it very clear that I will not give up on this case.

My funds have been blocked for more than two months now, despite my full cooperation and submission of all requested documents.

There is no valid reason for this continued delay.

I am determined to pursue this matter until it is fully resolved, including taking legal action if necessary.

I am asking once again for a clear deadline for the completion of my verification and the release of my €3,800.

I sincerely hope this can be resolved amicably, but I am prepared to escalate further if required.

Thank you.

Dear Salam95230,

We can try to understand your frustration. It is not our intention to keep you waiting. We assure you we are making every effort to resolve this matter as expediently as possible.

We have once again requested our relevant team to check your case on a priority basis. Therefore, we believe we should be able to provide with an update at the earliest opportunity.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much.

Kind regards,
BankonBet casino team.

Hello,

My case has been pending for more than two months and I keep receiving the same responses without any concrete result.

I am now requesting a clear and exact date for the completion of my verification and the release of my €3,800.

Without a specific deadline, I will consider that this matter is not being handled seriously and will take further action.

I expect your prompt reply.

Kind regards,
Melane SALAM

Dear Salam95230,

We apologize for the delay in resolving this matter. Please be assured that we are making every effort to reach a resolution as expediently as possible.

We have requested the relevant team to prioritize your case and expect to provide an update shortly. We are working diligently to ensure all necessary protocols are followed.

Thank you for your continued patience and understanding.

Kind regards,
BankonBet casino team.

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.

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 @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.