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Hello,

On April 11th, 2023 I applied for 500 euros out of a profit of 3500 euros. Then daily another 500 total 1500 more 2000 are on my player account.

I spoke to the chat staff almost daily, they said there are so many requests, the money will come soon. After about 2 weeks I was told in the chat I had to verify myself. I did so immediately. Didn't get a confirmation email

I've been checking back every few days since then. Now they tell me the verification is delayed.

My email requests are being ignored. I was a regular player, had a smooth payout before, within hours.

Since I get no answer to my emails, I don't know what to do anymore.

Hallo,

ich habe am 11.04.2023 500 Euro von 3500 Euro Gewinn beantragt. Dann tägl. weitere 500 gesamt 1500 weitere 2000 stehen auf meinem Spielerkonto.

Ich habe beinahe tägl. mit den Chat-Mitarbeitern gesprochen, die meinten es gibt so viele Anfragen, das Geld kommt bald. Nach ca 2 Wochen sagte man mir im Chat ich müsste mich verifizieren. Dies tat ich sofort. Kam keine BEstätigungs-Mail

Melde mich seitdem wieder alle paar Tage und frage nach. Jetzt sagt man mir die Verifizierung verzögert sich.

Meine Anfragen per Mail werden ignoriert. Ich war STammspieler, hatte vorher schon eine reibungslose Auszahlungen, binnen Stunden.

Da ich auf meine Mails keine Antwort bekomme, weiß ich mir nicht mehr zu helfen.

Dear SABINE1963,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful cashout from the casino in the past? Did you accumulate your winnings with the help of a casino bonus or a promotion?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I didn't play with bonus!

Before I had to verify myself, I had several withdrawals within hours without any problems

Hallo,

ich habe nicht mit Bonus gespielt!

Bevor ich mich verifizieren musste hatte ich mehrere Auszahlungen ohne Probleme binnen Stunden

Did the casino mention any specific problem that causes the delay with verification?

Were there any specific documents that weren't accepted by the casino?

Could you please forward any communication (emails, chat transcripts) between you and the casino, where you discuss the issue?

My email is tomas@casino.guru

I'll await your reply.

Hello, as I said, I have not received any replies to my emails.

I have sent my ID card front and back, phone bill and bank statements multiple times. No reply received.

In the chat I was told that the verification will take a little longer because of the many requests. Unfortunately, I don't have a copy of the talks and I wasn't told if anything was still missing. Everything is fine and I'll get a notification from the finance department

I should be patient and WAIT.

Hallo, wie schon gesagt, ich habe keine Antworten auf meine Mails bekommen.

Mehrfach habe ich meinen Ausweis vorn und hinten, Telefonrechnung und Kontoauszüge geschickt. Keine Antwort erhalten.

Im Chat sagte man mit die Verifizierung dauert etwas länger, wegen vieler Anfragen. Leider habe ich keine Kopie von den Gesprächen und man hat mit auch dort nicht gesagt, ob noch etwas fehlt. Es sei alles okay und ich bekomme von der Finanzabteilung BEscheid

Ich soll GEduld haben und wARTEN.

Thank you for the email, SABINE1963, and for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you SABINE1963 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bankonbet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear Sabine,

Thank you for reaching out.

Unfortunately, we haven’t received any documents from your registered email address. In order for us to proceed with verification, we would like to kindly ask you to send us the requested documents from your registered email address. The list of the needed documents was last sent to your email on 22.05.2023. We will make sure to check the documents with priority when you send them. Thank you in advance!

Best regards,

Customer Support

All sent by mail today .Thank you

Alles per Mail heute geschickt .Danke

Dear Sabine,

Thank you for your reply.

Unfortunately, we have not received any new emails from your registered address since your last message. Would you be so kind as to provide us with a screenshot of the sent email? Thank you in advance.

Best regards,

Customer Support

Kopen sent again on 17.6

Kopen am 17.6 nochmals geschickt

Dear SABINE1963,

I have reviewed the mail you have forwarded me and I would recommend to make sure you have used your mail registered at the casino to send the required documents and also create a new email instead of responding to previous email chains. Let me know if you'll be able to get your documents approved or if you need any further assistance.

Thank you in advance!

I used my business email address once at the beginning. I noticed this and used my email address the same as here and there several times.

The documents have already been submitted for 2 months. Several times. I have received neither an acknowledgment of receipt nor any other answer!!!!!!

I sent you a chat, nothing comes out.

What are you going to do about this now?

ICh habe am ANfang meine Geschäftsemail-Adresse einmalig verwendet. DIes ist mir aufgefallen und habe mehrfach meine wie hier und auch dort gleiche Mail-Adresse verwendet.

Die Dokumente habe die schon seit 2 Monaten eingereicht. Mehrfach .Ich habe weder eine Empfangsbestätigung noch eine andere Antwort bekommen!!!!!!

Chat habe ich Ihnen geschickt, kommt nichts bei raus.

Was werden Sie in dieser Sache nun tun`?

Have you spoken to the responsible person or asked why??? Why are these delays??????

What did you do? If I may ask. How can you help`? I'm here for the 1st time with a complaint. I don't know.

Haben SIe mit den zuständigen gesprochen und odernach dem Grund gefragt??? Warum diese Verzögerungen sind??????

Was haben Sie unternommen? Wenn ich fragen darf. Wie können Sie helfen`? Bin zum 1ten Mal hier mit einer BEschwerde. Kenne mich nicht so aus.

I would like to address some of your concerns:

We are mediators between casinos and players when there are any issues to be resolved. I assure you I'm doing everything in my power to help resolve your complaint. I have tried to contact the casino repeatedly but had little success. I'm afraid there is not much that can be achieved without cooperation from its side. Therefore I'm trying to help the way I can, making sure you have submitted your documents correctly. I am sorry we could not be of more help on this occasion.

Dear Sabine,

Thank you for forwarding us the documents.

They have been forwarded to the relevant department to be checked. You will receive an email as soon as there is an update. We appreciate your patience.

Best regards,

Customer Support

Dear SABINE1963,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.