Bankonbet Casino - Ο παίκτης αποτυγχάνει να επαληθεύσει ένα πορτοφόλι κρυπτονομισμάτων.

Hello,

I would like to request your help in verifying my account with the provider.

My documents and selfie have been verified, however the provider is asking for proof of my crypto wallet.

I have provided this, but this is an anonymous wallet, therefore, apart from the screenshots, I have no way of proving that it's my account.

Please assist me in this matter.

Hallo,

ich möchte Sie bitten, mir zu helfen meinen Account beim Anbieter zu verifizieren.

Meine Dokumente und Selfie sind bestätigt, alledings möchte der Anbieter einen Nachweis über mein Krypto-Wallet haben.

Den habe ich geschickt, allerdings handelt es sich um eine anonyme Wallet, somit habe ich, außer der Screenshots keine Möglichkeit nachzuweisen, dass es sich um mein Konto handelt.

Bitte helfen Sie mir dabei zu vermitteln.

Hello bueskay,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bankobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Is there any information on the wallet that would prove that it belongs to you - any e-mail or verification within the wallet?

When was the last time the casino responded to you regarding the verification and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

thanks for the quick reply.

the verification process has been running for 2 weeks.

I wrote to the wallet's support, but they told me that there was no way to provide proof. I would be happy to forward this email to you.

I only communicated with the casino via chat and they said they were looking into the case.

However, my uploaded documents were changed from "under review" to "required".

Hallo,

danke für die schnelle Antwort.

der Verifizierungsprozess läuft seit 2 Wochen.

Ich habe den Support des Wallets angeschrieben, die haben mir allerdings gesagt, dass es keien Möglichkeit des NAchweises gibt. Gerne leite ich diese Mail an Sie weiter.

Mit dem Casino habe ich nur per Chat kommuniziert, dort hieß es, man würde den Fall prüfen.

Allerdings wurden meine hochgeladenen Dokumente von "in Prüfung" auf "erforderlich" zurück gesetzt

Hello bueskay,

Please forward the mentioned evidence to nikolas.b@casino.guru.

I sent you

Habe ich Ihnen geschickt

Thank you bueskay for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello bueskay,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Bankonbet Casino to join the conversation.

Dear Bankonbet Casino,

Could you please clarify how the player should verify their wallet if it's anonymous? Kindly specify which documents the player needs to provide for verification.

Dear Customer,

We would like to inform that your account has been successfully verified and the withdrawal will be paid soon.

Thank you for your patience!

Best Regards,

Customer Service

Great, thank you very much!

I can confirm that my account shows as verified.

Supi, vielen Dank!

Ich kann bestätigen, dass mein Konto als verifiziert angezeigt wird.

Thank you for your response, Bankonbet team.

Dear bueskay,

I'm glad that your account has been successfully verified. Please let me know once you receive the withdrawal so that we can mark your complaint as resolved.

Dear Customer,

We would like to inform that your pending withdrawal has been paid and your recently requested withdrawal will be paid out soon.

Therefore, we consider the case to be resolved. Thank you for your cooperation!

Best Regards,

Customer Service

Hello,

Yes, I can confirm that I received the first payout on April 20th.

Thank you BankonBet that this has now worked. I am happy to continue playing with you 🙂

Hallo,

ja, ich kann bestätigen, dass die erste Auszahlung am 20.04. erhalten habe.

Danke BankonBet, dass das jetzt geklappt hat. So bin ich auhch gerne bereit, weiter bei Ihnen zu spielen 🙂

Great news, bueskay. I'm glad to hear that you successfully received your winnings. I trust all your future withdrawals will be processed the standard way. Is

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru