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I have submitted three withdrawal requests of 500 euros each since 10/08 and they are still being processed. Every time I contacted them either by email (they don't answer everything of course) or through technical support they kept telling me the same lie....be patient, your money is safe, you will receive it soon and other such excuses...Do you have anything to suggest to me? It has already been eleven days and I am almost certain that I will never receive a single euro.

Έχω υποβάλλει τρία αιτήματα ανάληψης των 500 ευρώ το καθένα από τις 10/08 και ακόμα είναι υπό επεξεργασία. Όσες φορές επικοινώνησα μαζί τους είτε μέσω mail (δεν απαντούν βέβαια σε όλα) είτε μέσω τεχνικής υποστήριξης μου έλεγαν συνέχεια το ίδιο ψέμα....να έχετε υπομονή, τα λεφτά σας είναι ασφαλή, θα τα λάβετε σύντομα και άλλες τέτοιες δικαιολογίες...Έχετε κάτι να μου προτείνετε? Έχουν περάσει ήδη έντεκα μέρες και είμαι σχεδόν σίγουρος πως δεν θα λάβω ποτέ ούτε ένα ευρώ.

Dear player, 

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for your money to appear in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good evening. When verifying my account, I get the following message: It seems that your account does not require verification. Enjoy our games. I have not had to send any supporting documents, nor have they asked me to. Also, all three requests I have made are currently in the Under Review stage. What can I say, I will be patient until Monday when 15 calendar days have passed since my first request in case something changes. We will be in touch. Thanks in advance.

Καλησπέρα. Στην επαλήθευση του λογαριασμού μου βγάζει το εξής μήνυμα : Φαίνεται ότι ο λογαριασμός σας δεν απαιτεί επαλήθευση. Απολαύστε τα παιχνίδι μας. Δεν έχει χρειαστεί να στείλω κάποιο δικαιολογητικό ούτε βέβαια και εκείνοι μου έχουν ζητήσει. Επίσης και τα τρία αιτήματα που έχω κάνει βρίσκονται μέχρι και τη στιγμή που μιλάμε στο στάδιο Υπό εξέταση. Τι να πω, θα κάνω υπομονή μέχρι τη Δευτέρα που θα έχουν περάσει 15 ημερολογιακές από το πρώτο μου αίτημα μήπως και αλλάξει κάτι. Θα είμαστε σε επικοινωνία. Ευχαριστώ εκ των προτέρων.

Hopefully today I complete 15 days from the first withdrawal request. The last contact with the company was last night, through customer service, who once again gave me the same classic excuses. How do you suggest I proceed?

Αισίως σήμερα συμπληρώνω 15 ημέρες από την πρώτη αίτηση ανάληψης. Η τελευταία επικοινωνία με την εταιρεία ήταν χθες το βράδυ, μέσω της εξυπηρέτησης πελατών, που για ακόμα μία φορά μου είπαν τις ίδιες κλασσικές δικαιολογίες. Πως μου προτείνετε να κινηθώ?

Dear player, 

• Could you please share a screenshot of your withdrawal request?
• Have you made any successful withdrawals before using the same payment method?  
• Have you accumulated your winnings with or without an active bonus? 
• Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

I have sent you what you requested to your email.

Σας έχω στείλει όσα ζητάτε στο μαιλ σας.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Ok. Thank you very much!

Οκ. Σας ευχαριστώ πολύ!

Dear Kntonto,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bankonbet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bankonbet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Kntonto,

We would like to inform you that we are currently looking into your request.

Once there is an update we will notify you promptly.

Thank you for your patience.

Kind Regards,

Bankonbet Casino team

Good evening. All 3 pending withdrawals have been successfully completed. Thank you all for your cooperation. I hope I will not face similar difficulties in any future withdrawals.

Καλησπέρα. Ολοκληρώθηκαν επιτυχώς και οι 3 αναλήψεις που ήταν σε εκκρεμότητα. Ευχαριστώ όλους για τη συνεργασία. Ελπίζω να μην αντιμετωπίσω αντίστοιχες δυσκολίες σε τυχόν μελλοντικές αναλήψεις.

Dear Kntonto,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo