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