Bankonbet Casino— player complaints: 15 in English

Reason: Refund declined Dear AskGamblers Complaint Team,I am asking for your assistance with an unresolved compensation payment from Bankonbet of 11,206 NOK.Background of the compensationThis is not a normal withdrawal or a dispute over gambling winnings. The amount relates to a complaint I raised against Bankonbet concerning their handling of my self-exclusion.My complaint was based on Bankonbet's breach of the legal obligations applicable to my self-exclusion. Following the complaint and the subsequent dialogue with Bankonbet, they agreed to compensate me as a resolution of the matter.The compensation was therefore agreed as a consequence of the underlying complaint. However, despite Bankonbet agreeing to the compensation, I have still not received the payment.I have now been dealing with Bankon­bet­/VI­P/C­omp­laints regarding this matter for approximately 8–9 months. During this period, I have cooperated fully and have repeatedly provided whatever information and payment details Bankonbet has requested.The problem with the paymentBankonbet has attempted to arrange the compensation through several different payment methods. I have provided numerous alternative bank details as well as cryptocurrency addresses when requested.The most recent sequence of events is as follows:- On 18 September 2026, Bankonbet stated that the two cryptocurrency addresses I had previously provided had not passed their validation process.- They also stated that they had attempted a manual withdrawal using my Skrill details, but that this had failed because of the system restriction: “Error Blocked outgoing balance payment for country.”- Bankonbet then requested alternative bank details in order to return my 11,206 NOK.- I provided the requested information and supporting evidence.- After doing so, I did not receive a substantive response from the relevant VIP/Complaints department.- I repeatedly contacted Live Support and was told that my messages would be forwarded to the relevant department and that the matter would be reviewed.- On 23–24 September, I sent a formal complaint because my latest correspondence had not been addressed and I had been waiting for a substantive response.- Instead of receiving a response from the relevant Complaints/VIP department, I received another email from ordinary Support on 28 September 2026.- That email simply repeated the same explanation regarding information allegedly requested since August 19 and again asked me for alternative bank details. It did not address my latest complaint or explain what information was supposedly still missing.I have now sent Bankonbet one final email. I have again provided my bank details and cryptocurrency address for completeness, specifically so that there can be no further argument that Bankonbet is waiting for information from me.My positionI have fulfilled my part of the process and have repeatedly cooperated with Bankonbet. The compensation itself was agreed as the resolution of the underlying complaint concerning my self-exclusion.The remaining issue is therefore the actual payment of the agreed 11,206 NOK.What I find particularly concerning is that, rather than addressing my latest complaint, Bankonbet continues to refer back to old correspondence and repeat requests for information that I have already provided.I am not asking Bankonbet to pay me gambling winnings or to reverse a normal withdrawal. I am asking them to honour the compensation payment they agreed to as part of the resolution of my complaint.What I am asking from AskGamblersI would therefore appreciate your assistance in getting Bankonbet to:1. Process and pay the agreed compensation of 11,206 NOK;2. If Bankonbet maintains that the payment cannot be processed, provide a clear and specific explanation of exactly what is preventing payment;3. Identify precisely what information or documentation they claim is still missing or invalid, if any; and4. Address the fact that my latest formal complaint has repeatedly not been answered substantively.I have attached relevant emails, screenshots and correspondence documenting the history of the case, including the correspondence concerning the original complaint, the agreed compensation, the various payment attempts, my submitted payment information, and Bankonbet's latest responses.I am happy to provide any additional documentation required.Thank you for your assistance.Kind regards,< full name removed > --- Ответы в треде --- Bankonbet Casino • Representative 2 hours ago Dear Player, We are pleased to confirm that your refund of your remain balance has been processed and complated today, October 4. Depending on your payment provider and bank, please allow 3 to 5 business days from the processing date for the funds to appear in your account. As the payment has been scheduled, we now consider this matter resolved. Thank you for your patience and cooperation throughout this process! Best regards, Bankonbet Team hansmartin_s • Norway 23 hours ago AskGamblers, is this a valid answer from Bankonbet when I have waited on a proper answer since September 8th. They continue to stall and won't provide an answer. Bankonbet Casino • Representative 23 hours ago Dear Player, Thank you for your follow-up message. Rest assured, we have forwarded your matter to the relevant team. Once there is an update, we will notify you immediately. Kind regards, Bankonbet Team hansmartin_s • Norway 4 days ago Dear Bankonbet, Thank you for the quick response. However, this is exactly the issue I have been trying to explain in my latest emails. Your response does not address my latest correspondence from September 8 and September 20. Instead, you are repeating the same information regarding August 19 and August 21. I have already been informed by Bankonbet what information you require from me. In my latest emails, I provided exactly what you requested, together with supporting evidence showing that the information is valid and that there is no issue on my side. This is what I need an answer to: Why has Bankonbet not addressed the information and evidence I provided in my latest emails, and what exactly is still preventing you from processing the agreed compensation of 11,206 NOK? I am happy to provide information again if something is genuinely missing, but simply repeating the same request from August does not answer my latest correspondence. I would therefore appreciate a response specifically addressing my September 8 and September 20 emails and the information/evidence I provided there. Kind regards

The player from Austria has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.The player from Austria has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 29 Sep 2026 Automatic translation:

The player from Germany was facing an account block at a casino after requesting a withdrawal of €500, following a €125 deposit. Despite being assured of the payout within three days, the account was blocked based on an "administrator's decision," and no explanation had been provided for either the account closure or the payout delay. We closed the complaint because the account was blocked after sports betting activity, and we did not have enough expertise or insight to assess the casino’s internal investigation fairly. As a result, we were unable to judge the case or verify the reason for the block and payout delay.The player from Germany was facing an account block at a casino after requesting a withdrawal of €500, following a €125 deposit. Despite being assured of the payout within three days, the account was blocked based on an "administrator's decision," and no explanation had been provided for either the account closure or the payout delay. We closed the complaint because the account was blocked after sports betting activity, and we did not have enough expertise or insight to assess the casino’s internal investigation fairly. As a result, we were unable to judge the case or verify the reason for the block and payout delay. Written by KristinaComplaint Resolution Center Team Lead Submitted: 16 Sep 2026 | Closed : 21 Sep 2026Automatic translation:

Reason: Delayed payment Title: BankonBet Withdrawal Pending Since August 25 – No Progress or Clear ExplanationI am submitting a complaint against BankonBet regarding a withdrawal I made on August 25, 2026.Today is August 31, 2026, and I still have not received my money. My withdrawal is still pending, and it seems that there has been no progress since I submitted the withdrawal request.I have contacted BankonBet customer support several times, but I keep receiving the same response that my withdrawal is still under review or verification. However, I have not been asked to provide any additional documents for verification, and I have not received a clear explanation regarding the reason for the delay.I understand that withdrawals may sometimes require additional processing or verification. However, I would appreciate a clear update on the current status of my withdrawal and an explanation of why there has been no progress since August 25.I am fully willing to cooperate and provide any documents if they are required.I would therefore appreciate AskGamblers’ assistance in contacting BankonBet and helping me obtain a clear answer regarding my withdrawal and when I can expect to receive my money.Withdrawal date: August 25, 2026Current date: August 31, 2026Withdrawal amount: 500$ + 600$ +200$ --- Ответы в треде --- AskGamblers • Support Team 1 month ago Dear @djamelbk40,The AskGamblers Complaint Team kindly asks you to update your complaint and clarify whether you have cancelled your withdrawals. Please note that if you fail to respond within the given timeframe, we will consider your case rejected, 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 complaints 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. Bankonbet Casino • Representative 1 month ago Dear Player, Thank you for contacting us. We would like to clarify the timeline regarding your withdrawal requests and account status. While processing times may occasionally be extended for routine security checks under Section 6.16 of our Terms and Conditions, our records confirm that all of your withdrawal requests were canceled on your end prior to processing: Submitted Aug 22, 2026 (9:16 PM) — Canceled by player on Aug 26, 2026 (2:30 AM) Submitted Aug 26, 2026 (2:44 AM) — Canceled by player on Sep 1, 2026 (1:31 AM) Submitted Aug 26, 2026 (10:11 PM) — Canceled by player on Sep 1, 2026 (1:31 AM) Submitted Aug 27, 2026 (3:28 AM) — Canceled by player on Aug 27, 2026 (10:24 PM) Submitted Aug 27, 2026 (10:25 PM) — Canceled by player on Sep 1, 2026 (1:30 AM) Additionally, please note that your gaming account was permanently closed on September 1, 2026, as per your request and in accordance with our responsible gaming protocols following concerning statements received in your correspondence. We hope this clarifies the matter for you. Kind regards, Bankonbet Team AskGamblers • Support Team 1 month ago 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. Bankonbet Casino • Representative 1 month ago Dear AskGamblers Team, Thank you for contacting us. Could you please provide the email address associated with the player's account so we can locate their profile and investigate this matter further? Thank you in advance for your assistance. Kind regards, Bankonbet Team

The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.The player from Italy has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 02 Sep 2026 Automatic translation:

The player from Ireland self-excluded from Bankonbet due to a gambling problem, but was still able to deposit and place bets afterward, despite the closure confirmation. She submitted a complaint for a refund of her deposits made during the self-exclusion but received no response. We reviewed the self-exclusion evidence and casino communications, and the casino later confirmed the account was permanently closed and agreed to return €1,095 from her net losses. After the refund was completed, the complaint was marked as resolved.

The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported multiple withdrawals marked as completed but delayed in payment, with a total balance of around €9,000 pending. It was confirmed that withdrawals were being processed regularly but with a delay of approximately 12 days, which was longer than advertised but consistent. We closed the complaint as the casino was paying out winnings regularly, while advising the player to contact us again if further issues arose.

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The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn’t been received yet. Verification went smoothly, and she said previous payments had been received normally, but this withdrawal was still being processed after 3 days. We explained that withdrawals could take several days and advised waiting for the casino’s standard processing time. The complaint was later marked as resolved by her, so we closed it as resolved.

The player from Germany requested account closure at Bankonbet Casino due to gambling addiction but was initially ignored and lost several thousand euros before the account was finally closed. He now seeks to reclaim the lost funds after his initial closure request and has asked the casino for a statement of his deposits, but has not yet received a response.

The player from Italy faces issues with withdrawing funds as her account is blocked for verification. Despite attempting to upload documents as requested, the system fails to accept them. She seeks assistance to resolve this conflicting information regarding document submission.The player from Italy faces issues with withdrawing funds as her account is blocked for verification. Despite attempting to upload documents as requested, the system fails to accept them. She seeks assistance to resolve this conflicting information regarding document submission. Written by TomasComplaint Specialist Submitted: 27 Jul 2026 Automatic translation:

The player from Germany requested a permanent account closure from Bankonbet Casino due to gambling addiction, with a clear indication to prevent account reopening. Despite this, he was able to reopen his account quickly through live chat. He was seeking a full refund of his €750 deposits and a permanent closure of his account. We reviewed the case and the casino later agreed to return his €750 deposited amount as a goodwill gesture after forwarding the matter to the relevant department. After he provided his bank details, the payment was processed and the complaint was marked as resolved.

The player from Finland demands a refund of all deposits made since requesting a permanent account closure at Bankonbet due to repeated failures in honoring his requests. He has faced numerous instances where his account was reopened after requesting to close it, leading to significant financial losses estimated at €5000. He cites irresponsible marketing practices from the casino that encouraged him to gamble despite his closure requests.The player from Finland demands a refund of all deposits made since requesting a permanent account closure at Bankonbet due to repeated failures in honoring his requests. He has faced numerous instances where his account was reopened after requesting to close it, leading to significant financial losses estimated at €5000. He cites irresponsible marketing practices from the casino that encouraged him to gamble despite his closure requests. Written by MartinCasino Analyst & Complaint Specialist Submitted: 28 Jun 2026 Automatic translation:

Reason: Delayed payment Hello, i am a long term VIP Customer. I make huge turnovers and was Level 5 VIP (the highest) Once i started withdrawing they lowered my level after a certain time to level 1. So i was only able to withdraw 7k a month. (Higher VIP Level means higher withdraw limits)Well i could live with that,but since 2 weeks, they have changed the software and now starting to delaying withdraws. Chat is no help at all, always same answers.@Bankonbet I want you to stop delaying my withdraws if you want to keep me as a customer. Also I make every month a crazy turnover and i am still Level 1 , how can this be? I should be easily Level 5!I think I am one of the biggest customers you have, you should threat me better tbh, so please sent out my withdraws and increase my VIP Level or increase my withdraw limits, I know you can do that. Thanks --- Ответы в треде --- Stefanbm 1 day ago I have now 3 pending withdraws.Please speed them up.Thank you Stefanbm 3 days ago Requested the first withdraw today of 500 Euro, because of new month, will inform you once i have 3 pending. Stefanbm 5 days ago Keep alive post... Bankonbet Casino • Representative 1 week ago Dear Stefanbm, Thank you for your patience. It is much appreciated. Best regards, Bankonbet Team

The player from Chile faced account blockage and canceled withdrawal requests totaling over €500 from 13 casinos owned by the same company, including “Bankonbet.” He had previously been able to withdraw funds, and he was confused about the sudden account closure and sought clarification on his options for filing a complaint. We initially pursued the case because the casinos had not provided sufficient evidence for the block and confiscation, and we challenged the large deduction from his winnings. However, after his later explanation confirmed he had been coordinating bets across several casino accounts on an event he could directly influence, we considered this an unfair advantage. The complaints were then closed and rejected because the account closures and confiscation of the associated balances were deemed justified.