Bankonbet Casino - Вывод средств игроком заблокирован.

Player: Stephane D.

Email: [hidden by Casino Guru]

Username: [hidden by Casino Guru]

Issue:

Withdrawal of 10,318.65 EUR blocked despite full compliance.

Provided evidence:

– Full Coinbase KYC

– Full blockchain transaction proof

– Signed MyCrypto ownership message

– Ledger Live screenshots

– Dated balance screenshot

Casino demands a document impossible to produce from a Ledger hardware wallet.

Requested resolution:

– Verification of account

– Release of withdraw

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello,

The documents were sent 3 days ago. I received a reply saying they want proof of a Ledger account with my name on it, which is impossible.

My account verification has been ongoing since October, with document processing taking an average of 2 weeks.

Could you please clarify if the casino suggested any alternative ways to verify your Ledger account, for example a video?

The last document I sent, which proves that Ledger belongs to me, was rejected. They keep asking me for the same thing, and customer support is not responding

Hello Aneler00,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I sent the signature using my Ledger key, but they refused it. Bankobet wants the name, but with a Ledger it’s impossible.

Could you please ask the casino what proof they expect for a Ledger, since it is impossible to have a name on it? I have sent them emails, but the casino is not responding to me. Thank you.

Dear Aneler00

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 ([email protected]). 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 player,

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?

Thank you in advance.