Bankonbet Casino - Тегленето на играчите е значително забавено.

I've been trying to make a withdrawal from my account for 3 months and haven't been able to. They asked me for various forms of proof, and I sent them all. I tried to contact them via chat, and they asked me to send an email. I sent an email with all the details, but they still haven't replied. Please help me.

Estou tentando fazer um saque na minha conta a 3 meses e não estou conseguindo, me pediram varias formas de comprovações e eu enviei todas. Tentei entrar em contato com o chat pediram para enviar um email. Enviei um email com todos os detalhes e ainda sim não me responderam, me ajudem.

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.

Dear liihboth123,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the secondary KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I've already completed the KYC process; they asked for a photo of me and my ID, and then they asked for information about the deposit and proof of ownership of my crypto wallet (which is a bit difficult to provide since it's a cold wallet). Even so, I sent all the relevant information, and they just rejected the documents without any explanation.

I went to the casino’s chat and they asked me to contact them via email. I put together a file with all the information I have, but they still haven’t replied to my email.

Ja realizei o KYC, pediram uma foto minha e meu documento de identidade e depois pediram informações sobre o deposito e comprovante de titularidade da minha carteira crypto (o que é um pouco dificil de conseguir por ser uma cold wallet). Ainda sim eu enviei todas as informações relevantes e eles só recusam os documentos sem nenhuma explicação.

Fui ao chat do cassino e pediram para eu entrar em contato por email. Fiz um dossie com todas as informações que eu tenho e ainda sim não responderam meu email.

If you can help me, I'd really appreciate it

Se puderem me ajudar, agradeço muito

Dear liihboth123,

Thank you very much for your reply.

To allow us to review the verification process more closely, could you please send me copies of all the documents and information you previously submitted to the casino for verification, particularly the documents regarding your deposit and proof of ownership of your crypto wallet?

You can send them to [email protected].

Please make sure that any sensitive personal information that is not relevant to the case is redacted before sending the documents.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla, I've already emailed you all the documents.

Ola Karla, ja fiz o envio para seu email de todos os documentos.

Dear liihboth123,

Thank you for letting me know.

Unfortunately, I am unable to locate your email in my inbox.

Could you please confirm which email address you used to send the documents? Alternatively, please resend the email with all the relevant documents and information to [email protected].

I apologize for the inconvenience and thank you for your cooperation.

Karla M.

Dear liihboth123,

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, Martin L., ([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,

Karla Mayfly

Hello liihboth123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Bankonbet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why is the user unable to initiate a withdrawal? Are there any outstanding verification requirements?

Thank you in advance for providing us with your view of the issue and guidance on how to proceed.

Dear 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 casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear liihboth123,

Thank you for the patience,

We would like to inform you that after review your case with the relevant department they inform us that you need to provide the following documents :

proof of ownership of Crypto wallet that was used for deposits + Proof of deposits

Kind regards,

Bankonbet

I submitted the form through the website. If you'd like me to send the receipts here as well, just let me know.

Fiz o envio pelo site, caso queiram que eu mande os comprovantes aqui tambem, me avisem.

They didn't accept my document again

nao aceitaram novamente meu documento

Dear liihboth123,

thank you for keeping us updated.

Please sent the the document you are providing the casino to [email protected]. I will be happy to examine it and ask the casino about the document's exact shortcomings.

Dear casino representative,

thank you for your cooperation so far.

Could you please clarify why were the documents rejected, so we can amend the issue?

I've sent it to you via email.

Fiz o envio para você no email.

Dear all,

Thank you for the reply.

We would like to inform you that we are checking why the documents rejected and we will come back to you.

Kind regards,

Bankonbet

Dear all,

Thank you for contacting us.

We would like to inform you that you need to provide screenshot showing the used crypto address + holder's names.

Kind regards,

Bankonbet

Dear casino representative,

thank you for your message but I believe the player has already complied with this request.

Alternatively, is it possible that player had submitted the evidence only in PDF/different format, not straightforward as a screenshot?

Dear liihboth123,

Thank you for your cooperation so far.

Is it possible that you have only uploaded the screenshot as part of a PDF file? It seems that the casino requires the wallet-ownership screenshot to be uploaded directly as an image file, rather than embedded in the PDF document you created.

Please locate the screenshot in your phone’s gallery that shows the signed message, your name, the relevant wallet address and the cryptographic signature, and upload that image directly through the casino’s verification form.

I had already sent this message before. As a gesture of good faith, I will take a new photo with a new signature to prove that I am the owner of the cryptocurrencies.

Ja tinha enviado essa mensagem antes. Como forma de boa fé, irei fazer uma nova foto com uma nova assinatura para provar que sou a dona das cryptos.

I've already sent the new message with my name, address, and signature

Ja fiz o envio da nova mensagem com meu nome, endereço e assinatura

It wasn't accepted again, even though I submitted it with a photo of my signature

Não foi aceito novamente, mesmo enviando com imagem a assinatura

Dear casino representative,

it seems the player has now submitted a new image showing their name and wallet address, but it was rejected again.

Could you please clarify the exact reason for this rejection and explain what specific information or format is still required? Please let us know so the player does not submit the same evidence repeatedly without knowing what is missing.

Dear all,

Thank you for the reply.

We would like to inform you that the relevant department inform us that the player need to provide specific details for verification :

we require the crypto wallet used for deposits, and we need a screenshot from her crypto wallet the page with the QR code and wallet address, and a screenshot from the page with personal details.

Reason of rejection of the documents :

Player did provide those details as PDF document, however, we need direct screenshots from her wallet.

Kind regards,

Bankonbet

I'm sending the screenshots; I sent the screenshot of the payment made, and I sent the screenshot with my name and email address, all signed by the device itself. However, it still wasn't accepted.

If I compile all the screenshots that were sent as PDFs into a folder containing the images, would that be accepted?

Eu estou enviando as capturas de tela, enviei a captura de tela do deposito feito, enviei a captura de tela com meu nome, email, todos assinados pelo proprio aparelho. Porem ainda assim não foi aceita.

Caso eu reúna todas as capturas de tela que foram enviadas pelo pdf, em uma pasta com as imagens. Seria aceito ?

Dear casino representative,

thank you for your message and update.

Dear liihboth123,

thank you for your continued cooperation. Before asking you to submit anything again, please send me the exact original image files you most recently uploaded after the casino clarified its requirements, together with a screenshot showing that they were rejected.

Please send them privately to [email protected] without combining them into a PDF or folder. This will allow me to compare each image with the casino’s requirements and identify what, if anything, is still missing.

I'll send it to you.

Irei te enviar.

Dear liihboth123,

Thank you, I have received and reviewed the images.

Please provide me and the casino with the original screenshot from OneKey showing the QR code and full wallet address. Also, please confirm whether OneKey offers any account or profile page displaying your personal details, or whether the signed-message screen is the only available way to link your name and email address to the wallet.

Please never disclose your private key, seed phrase, recovery words, or wallet access.