Bankonbet Casino - Spelarens konto har stängts.

Hello, on July 10th my bankonbet account was blocked without any explanation. I request that my remaining balance be refunded.

Salve, in data 10 Luglio mi è stato bloccato il conto bankonbet senza nessuna spiegazione, richiedo che il mio saldo residuo venga restituito.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for the KYC process?
• Have you contacted customer support to ask about the reason why your account was suspended?
• What types of games did you play at this casino to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

• I was not asked to complete the KYC;
• yes I contacted them but they didn't answer me;
• I played Hacksaw and Pragmatic slots;
• without bonus

Ciao Veronika,

• non mi è stato chiesto di completare il kyc;
• si li ho contattati ma non mi hanno risposto;
• ho giocate alle slot hacksaw e pragmatic;
• senza bonus

Please forward me the communication that you sent to the casino regarding the closure of your account at veronika.f@casino.guru. If you received any response from the casino in the meantime, kindly forward it to me as well.

The casino has not responded to my request for a refund of my funds.

Il casino non ha risposto in merito alla mia richiesta di avere un rimborso dei miei fondi.

Dear Spa815

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Spa815,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Bankonbet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Bankonbet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

We kindly inform that the account has been closed due to the below T&Cs:

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

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;

• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Thank you for your understanding.

Best regards,

Bankonbet Team

Dear Bankonbet Casino,

I have read your communication regarding the closure of my account and the consequent confiscation of the funds in it.

I formally contest this decision, as I believe I have fully complied with your Terms and Conditions. Specifically:

• I have not used the account for commercial purposes or on behalf of third parties;
• I have not engaged in any fraudulent activity or used unauthorized payment methods;
• I used the bonuses by regularly completing the wagering requirements before the funds were converted to real balance.

In light of the above, I ask you to provide a clear, detailed, and specific explanation of the reasons that led to the closure of my account and the confiscation of my balance.

In particular, I ask you to indicate:

• What specific violation of the Terms and Conditions is being contested?
• the precise clause of the Terms and Conditions on which you base your decision;
• what behaviors or transactions would have constituted such a violation.

In the absence of a properly reasoned explanation and concrete evidence to support your decision, I will consider the confiscation of the balance unjustified and reserve the right to submit the case to the competent regulatory authority as well as the relevant dispute resolution bodies.

I await your feedback and a review of the case.

Best regards

Gentile Bankonbet Casino,

ho preso visione della vostra comunicazione relativa alla chiusura del mio conto e alla conseguente confisca dei fondi presenti sullo stesso.

Contesto formalmente tale decisione, in quanto ritengo di aver rispettato integralmente i vostri Termini e Condizioni. In particolare:

• non ho utilizzato il conto per finalità commerciali né per conto di terzi;
• non ho posto in essere alcuna attività fraudolenta né utilizzato metodi di pagamento non autorizzati;
• ho utilizzato i bonus completando regolarmente i requisiti di wagering prima che i fondi venissero convertiti in saldo reale.

Alla luce di quanto sopra, vi chiedo di fornire una spiegazione chiara, dettagliata e specifica dei motivi che hanno portato alla chiusura del conto e alla confisca del mio saldo.

In particolare, vi chiedo di indicare:

• quale specifica violazione dei Termini e Condizioni mi viene contestata
• la precisa clausola dei Termini e Condizioni sulla quale basate la vostra decisione;
• quali comportamenti o transazioni avrebbero costituito tale violazione.

In assenza di una spiegazione adeguatamente motivata e di elementi concreti a sostegno della vostra decisione, riterrò la confisca del saldo ingiustificata e mi riservo di sottoporre il caso all'autorità regolatoria competente, nonché agli organismi di risoluzione delle controversie pertinenti.

Resto in attesa di un vostro riscontro e di una revisione del caso.

Cordiali saluti

Hello everyone,

Dear Spa815,

Thank you for your detailed response. I understand your position, and I agree that simply referring to general Terms and Conditions does not by itself explain what actually happened in this particular case.

You do not need to take over my role in investigating the complaint. I will ask the casino to provide the specific facts and evidence behind its decision, rather than simply referring to the clauses that give it the right to take action.

Dear Bankonbet Casino,

Thank you for joining the complaint and for providing your response. I have noted the Terms and Conditions you referred to.

However, the clauses you provided only explain what actions the casino may take in certain circumstances. They do not explain what specific activity or conduct in this particular case led you to conclude that the player breached those terms.

Therefore, I would appreciate it if you could provide:

• the specific conduct, betting activity, transactions, or other circumstances that you considered problematic;
• the exact rule or provision that you believe this specific activity breached;
• the relevant evidence supporting your conclusion; and
• a clear explanation of how the evidence demonstrates the alleged violation in this particular case.

I would like to assess the actual facts and evidence behind the confiscation, rather than simply the casino's general right to confiscate winnings when a breach occurs.

Thank you both for your cooperation.

Dear Samuel,

Please kindly check your inbox, we have provided some details regarding the matter.

Thank you for your cooperation.

Best regards,

Bankonbet Team

Hello everyone,

thank you, Bankonbet Casino, for your cooperation throughout the investigation and for providing the additional evidence and detailed explanation regarding the player's gameplay.

I have now reviewed the information provided, including the player's gameplay history, and I have been able to see how the bonus was actually used and how the relevant gameplay developed.

Dear Spa815,

I understand your position that you completed the wagering requirements before the funds were converted to real money. However, after reviewing the gameplay history provided by the casino, I see the situation differently.

The records show that you used the bonus funds to purchase feature rounds in the games, but you did not complete those feature rounds immediately. Instead, the bonus funds used to purchase the features were effectively spent, and the system therefore treated the bonus as having been lost without any wagering requirements being generated from those feature rounds.

Afterwards, you proceeded to play with free spins, from which you won only approximately €4.50. This resulted in a substantially lower wagering requirement than would have applied to the original €700 bonus.

After completing the free-spin activity, you returned to the games where you had previously purchased the feature rounds with the bonus funds and continued playing in order to complete the remaining wagering requirements. You subsequently requested a withdrawal, after which the verification process and the issues described in this complaint followed.

Having reviewed the actual gameplay history, I consider this sequence of actions to be a deliberate use of the bonus mechanics in a way that significantly reduced the wagering requirements associated with the bonus.

Therefore, this is not simply a case where you played normally and subsequently completed the wagering requirements. The way the bonus and purchased features were used materially affected how the wagering requirements were generated and allowed you to continue with a substantially lower wagering obligation.

Based on the evidence provided by the casino and my review of the gameplay history, I consider the casino's decision to be justified under the applicable Terms and Conditions.

For this reason, I will now close the complaint as Rejected.

Thank you both for your cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru

Hello everyone,

Dear Spa815,

I have reopened the complaint at your request so that we can clarify this point.

Dear Bankonbet Casino,

Could you please clarify whether the real-money deposit associated with the bonus will be returned to the player?

If not, please explain why the player's deposited funds will not be refunded.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.