Bankonbet Casino - Spelarens uttagsbegäran är försenad på grund av verifieringsproblem.

They blocked the crediting of the withdrawal request for account verification

As per their request, I go to my account and upload the documentation, but it doesn't upload. I tried changing browsers and texted them from my phone asking if I could email it to them, but they told me verification can only be done from the account by uploading data.

Since this is not the case, because they also wrote to me, that I could send the documents by email, I ask the casino guru to give me a hand to resolve the situation.

Hanno bloccato l’accredito della richiesta del prelievo per la verifica dell’account

Io come da loro richiesta, vado in account e carico la documentazione e la documentazione non viene caricata. Ho provato cambiando browser e dal telefonino gli ho scritto se potevo mandargliela per email ma loro mi dicano che la verifica può essere fatta solo dall’account caricando dati.

Dal momento in cui non è così, perché me l’hanno scritto anche loro, che potevo girare i documenti per email, chiedo al casino guru di darmi una mano per risolvere la situazione

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Are there any documents you were able to upload on the website successfully?
• Have you paid attention to uploaded files that are in the correct format and not too big?
• Have you tried uploading new files, not just previously refused files, onto the website?
• Have you explained your difficulties with uploading documents to the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I can't upload them from my account, I reported it to the casino

I upload the files and the process is complete and everything remains unchanged

I reported it and asked for an email where I could send them but I didn't find any cooperation

the card is a digital postepay not physical so I have attached the transactions

I am waiting for directives on this matter.

Io dall’account non riesco a caricarli l’ho fatto presente al casinò

carico i file è completa il processo e tutto rimane invariato

l’ho fatto presente e ho richiesto un e-mail dove poterli inviare ma non ho trovato collaborazione

la carta è una postepay digital non fisica quindi ho allegato i movimenti

Rimango in attesa di direttive in merito

Thanks for the detailed explanation.

• Has the casino approved your documents since your last post?
• Did the casino proceed to pay out some or all of your winnings to your bank account?

Please let me know.

As previously stated, they do not communicate and remain on their position. I asked them to give me an email address where I can send them but nothing.

If you could help me solve it

Come detto in precedenza non dialogano rimangono sulla loro posizione gli ho chiesto di darmi un e-mail dove inviarli ma nulla

Se mi potreste aiutare a risolvere

Dear Valospid,

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, Mirka (miroslava.d@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,

Tomas

Dear Valospid,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bankonbet Casino representative to join this conversation.

Dear Bankonbet Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Deal all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Bankonbet

Dear Bankonbet Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience. Thank you for your attention to this matter.

I have already explained to you that it is a digital Postepay, not a physical card. To certify everything, I can send PDF files of the Postepay digital transactions.

I await confirmation on this matter.

in the meantime I'll proceed with the selfie

Vi ho già spiegato che è una postepay digital non è una carta fisica per attestare il tutto posso mandare file pdf dei movimenti delle postepay digital

Attendo conferma in merito

intanto procedo con il selfie

Dear Valospid,

Thank you for the reply.

We would like to inform you that after checking with the relevant department they inform us that you need provide an ownership confirmation of the digital card issued by Postepay in original PDF.

Kind regards,

Bankonbet

Where can I send my Postepay East account statement in PDF format? Can you provide an email address to send it to?

Dove mi mando l’estratto conto in PDF della Postepay East, mi fornite un’e-mail dove mandarla?

Dear Bankonbet Casino,

Can you please advise the player on a communication channel, that can be used to submit the bank statement?

Thank you.

Good morning, I completed the verification from the link you posted here in the forum. I am waiting for an email where I can send the transactions of the Postepay digital card in PDF format.

Buongiorno ho completato la verifica dal link che avete messo qui nel forum attendo e-mail dove inviare i movimenti della carta postepay digital in pdf

Dear Valospid,

Thank you for the reply.

We would like to advice you to provide the documents here if u can.

Kind regards,

Bankonbet

I don't know why, but it doesn't give me the option to upload PDF files here. I'll upload them as a screenshot if you like; otherwise, you'll need to provide me with an email address where I can send these documents.

Non so come mai, ma qui non mi dà la possibilità di caricare i file in PDF. Io ve lo carico se vi va bene come screenshot altrimenti, mi dovete dare un’e-mail dove inviare tali documenti.

Dear Valospid,

Thank you for the patience.

We would like to inform you that we send you email regarding the matter.

Kind regards,

Bankonbet

To the email you sent me, I attached a PDF of the card movements as a return email.

All’email che mi avete inviato, vi ho allegato come email di ritorno un PDF dei movimenti della carta

Dear Valospid,

Thank you for the reply.

We would like to ask you to retry to send the email as we didn't received it.

Kind regards,

Bankonbet

I already sent it to you

Io ve l’ho già inviata

Dear Bankonbet Casino,

Can you please provide us with an update on the player's submitted document?

I feel like you're making fun of me and being disrespectful. You're wasting time, using more and more excuses to avoid paying 45 euros, and the situation is getting awkward.

So now you're telling me the problem is that the expiration date isn't visible on the statement. Okay, I'll post the card here via a screenshot from the app.

the card balance with the data relating to the card associated with the screenshot of the transactions

I don't have a computer so I'll write it here for you.

Now what other excuse are you coming up with?

La mia sensazione è che mi state prendendo in giro e mi state mancando di rispetto . Fate passare il tempo utilizzate sempre più scuse pur di non pagare 45 euro la situazione diventa imbarazzante.

allora ora mi dite che il problema è che nell’estratto conto non si vede la data di scadenza . Ok ora la carta la pubblico qui tramite screenshot da applicazione

il saldo della carta con i dati relativi con la carta associata allo screenshot dei movimenti

io non ho il compiuter quindi ve lo scritta qui

ora che altra scusa tirate in ballo ?

Dear Bankonbet Casino,

Please provide us with an update on the player's verification process. If there are any issues or other verification documents, or requirements that need to be supplied after the PostePay statement, please request them all at once so the verification process can be completed as soon as possible.

Thank you.

Dear all,

Thank you for the patience.

The relevant department inform us that you can provide documents via email , please provide the following :

We need an official ownership (Attestazione di titolarità) issued by PostPay in original PDF. Not a screenshot of a bank statement.

Kind regards,

Bankonbet

Which email address since you say they don't arrive?

I can provide the movements in PDF format, I can't do more.

Write here the email address to which the PDF should be sent

A quale e-mail visto che poi dite che non arrivano

io posso fornire i movimenti in pdf di più non posso fare

scrivete qui e-mail a cui inviare il pdf

Dear Valospid,

We kindly advice you to check your email and provide there the requested documents.

Kind regards,

Bankonbet

Dear Bankonbet Casino,

Can you please provide us with an update on the player's verification process?

Dear Valospid,

Thank you for the reply.

We would like to inform you that due to a recent technical error with our email system, we were unable to receive the documents you previously sent. Please check your inbox for our latest email and resend your documents to this email.

We sincerely apologize for the inconvenience and appreciate your cooperation.

Best regards,

Bankonbet

Dear Valospid,

Thank you for the reply.

We would like to inform you that your documents has been accepted. Please provide in the same email the following:

ID + Selfie + Selfie ID AOS

Kind regards,

Bankonbet

No no you've bored me and the 5th time I've sent them to you over and over again, always the same things, you should be ashamed of making fun of people, you sent me the link and from that link I've uploaded them to you several times, now you close the matter and send me the amount of 45 euros and go around taking someone else, I have to work, just reread the chat

No no mi avete stufato e la 5 volta che ve li mando a ripetizione sempre le stesse cose vi dovreste vergognare a prendere in giro le persone mi avete mandato il link e dal quel link ve li ho caricati più volte ora voi chiudete la pratica e mi inviate l’importo dei 45 euro e in giro prendete qualcun altra io devo lavorare basta rileggere la chat

Dear Valospid,

I understand your frustration, particularly because you have already submitted several documents multiple times. However, the casino has now confirmed that your Postepay document was accepted.

To complete the verification, please reply to the casino’s latest email and attach the requested ID, selfie, and selfie with your ID. Please do not post these documents publicly in the complaint thread.

Although you previously completed the verification through the supplied link, it appears that the casino still requires these documents by email. Unfortunately, if you decide not to provide them, we may be unable to continue pursuing the complaint, as completing reasonable identity verification is necessary before a withdrawal can be processed.

At the same time, once you resubmit these documents, we expect the casino to confirm their receipt, review all of them together, and complete the verification without further unnecessary delays or repeated requests for the same documents. If anything remains insufficient, the casino should clearly explain the specific issue instead of asking you to repeat the entire process again.

Please let me know once the documents have been sent.