Bankonbet Casino - O levantamento dos prémios dos jogadores está atrasado.

Good evening.

For the second time in a row, this casino is taking over 14 days to process withdrawal requests. I submitted the first of my three requests on August 26th and so far I have not been paid.

Καλησπέρα.

Για δεύτερη συνεχόμενη φορά το εν λόγω casino καθυστερεί πάνω από 14 ημέρες στην διεκπεραίωση των αιτημάτων ανάληψης. Έχω υποβάλει το πρώτο από τα τρία αιτήματα μου στις 26 Αυγούστου και μέχρι στιγμής δεν έχω πληρωθεί.

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 before your money appears 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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 does, 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.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, unfortunately none of the three withdrawal requests I have made have been processed as of this writing. They remain in the same status, under review.

Καλημέρα, δυστυχώς κανένα από τα τρία αιτήματα ανάληψης που έχω κάνει δεν έχει διεκπεραιωθεί μέχρι και τη στιγμή που μιλάμε. Παραμένουν στην ίδια κατάσταση, υπό εξέταση.

Dear player, 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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hi Dominika.

I have sent you what you requested to your email.

Dear player, have you received the money?

Of course not...21 days and I'm still waiting...

Φυσικά και όχι…21 ημέρες κ ακόμα περιμένω…

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Dear Kntonto,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bankonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bankonbet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear all,

Thank you for bringing our attention to this matter and inviting us to participate.

We understand the importance of a swift withdrawal and would like to extend our apologies for any inconvenience caused by this delay.

Please allow us some time to investigate the issue and we will post a reply once there is more information.

Your patience is much appreciated.

Kind regards,

BankonBet Team

Dear Bankonbet Casino,

Thank you for your response and for the information you have provided. Could you please provide us with a valid reason for why the player's withdrawal has not yet been processed? Your cooperation is greatly appreciated.

I'll be awaiting your reply.

Dear all,

Thank you for your patience so far.

We are happy to confirm that all withdrawals have been processed.

Please be informed that the payments were temporarily delayed due to internal review of the account. The account check is now complete and we wish to reassure the player that his account is fully operational again.

We are grateful for your understanding. If there are any other questions or concerns, we will be happy to address them.

Kind regards,

Bankonbet Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kntonto,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan