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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.

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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 karla.m@casino.guru.

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 karla.m@casino.guru.

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., (martin.l@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,

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.