Bankonbet Casino - A retirada do jogador está atrasada.

Dear Sir/Madam,

At the end of last month, I made my first deposit of 500 euros and received an additional 200-euro bonus.

I did not use this bonus and had it canceled. I then placed bets on football matches on the platform, which I won. On September 1st, I requested a withdrawal of 500 euros and on September 2nd, I requested another 500 euros, totaling 1000 euros. As of now, I have not received this money. When I inquired with customer support, I was told that everything was completed. After explaining my problem multiple times, they informed the finance department, which was supposed to contact me. Unfortunately, another week has passed, and I have now been waiting for a good 17 days.

Guten Tag

Ich habe Ende letzten Monats 500 Euro eingezahlt das erste Mal eingezahlt und einen Bonus von zusätzlichen 200 Euro erhalten.

Diesen Bonus habe ich nicht benutzt und stornieren lassen, habe dann fussball wetten auf der Plattform abgeschlossen die ich gewann . Ich habe am 01.09 500 Euro auszahlen lassen und am 02.09 nochmal 500 Euro, also 1000 Euro die ich bisher nicht sah, auf Nachfrage beim kundensupport wird mir mitgeteilt das alles abgeschlossen sei , nachdem ich mein Problem öfters erörtert habe haben sie die finanzabteilung benachrichtigt und diese wollte sich melden aber leider ist wieder eine Woche vergangen so das ich schon gute 17 Tage warte

Dear Diren46, 

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 withdrawals before?

Could you please confirm that you have passed the KYC verification?

When was the last time you communicated with customer support regarding your withdrawals?

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, 

Veronika

Hello, thank you for helping me.

I have never made a withdrawal at this casino, just a deposit of 500 euros which was made via real-time bank transfer and was processed in a matter of seconds. I did not have to verify myself there and it seems I will not have to do so in the future. The last time was today, they told me that they are trying to use the ran number to track everything, where the money went, etc. The funny thing is I paid with my giro account and as far as I know ran numbers are only available for credit cards.

They also told me that I should wait until the finance department was finished and that they had transferred the money and that the problem was with my financial institution... nonsense.

Hallo Danke das sie mir helfen.

Bei diesem Casino habe ich noch nie eine Auszahlung ausgeführt, jediglich eine Einzahlung von 500 Euro die über echtzeit Bank transfer verlief und sekundenschnelle erledigt war.ich musste mich dort nicht verifizieren und scheine es auchweiterhin nicht tun zu müssen.das letzte mal war heute , sie teilten mir mit das anhand der ran nummer versucht wird alles zuverfolgen wohin das geld ging usw. Das lustige ist ich habe mit meinem giro Konto bezahlt und ran nummer gibt es soweit ich weiss nur bei Kreditkarten.

Sie teilten mir zudem mit das ich warten solle bis die finanzabteilung fertig sei und sie ja das Geld überwiesen hätten und das Problem bei meinem Finanzinstitut liegen soll ... Schwachsinn.

Before we proceed with the investigation, please forward me all the communication between you and the casino regarding the delay in your withdrawal at veronika.l@casino.guru. Thank you for your patience and your cooperation.

In the meantime, the Casino Bankonbet has sent receipts proving that they have instructed it. After I contacted the financial service provider today, they confirmed that the transfer was requested manually today and that it could take 1-3 working days for the money to arrive.

I am excited

Mittlerweile hat das Casino Bankonbet Belege zugeschickt die beweisen das sie es angewiesen haben, es wurde von dem finanzdienstleister nach kontakt meiner Seits heute bestätigt das sie überweisung heute Manuell angefordert wurde und es 1-3 Werktage dauern könne bis das Geld ankommt.

Ich bin gespannt

Thank you for letting me know. Have you received your winnings yet?

Dear Diren46,

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.

Hello

It has now been paid out

The problem was with the financial service provider, thank you

Hallo

Es wurde mittlerweile ausgezahlt

Das Problem lag am finanzdidnstleister zimperlich danke Ihnen

Dear Diren46,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Lash 

Casino.Guru