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

I signed up to their online casino for the generous welcome bonus that was awarded after my first deposit. I made an initial deposit of €25 and a second of €60, but then I played the instant games on the site with my real money, and my cash balance rose to €309.50 from winnings. My withdrawal request is still awaiting approval, but other casinos typically take less time to release my winnings. The site requires a total of four phases to complete the payment process, but mine has been stuck at phase 1 since March 15th. I hope you can resolve the issue or at least provide me with more details and information. Thank you.

Mi sono registrato al loro casino online per il corposo bonus benvenuto che veniva erogato dopo il primo deposito. Ho effettuato un primo deposito da 25 euro ed un secondo da 60, poi però ho giocato agli instant game presenti sul sito con il saldo reale ed il mio saldo contanti è salito a 309.50 euro derivanti dalle vincite. Ora la mia richiesta di prelievo è ancora in fase di approvazione, ma di solito gli altri casino impiegano meno tempo per erogare la vincita. Il sito prevede in totale 4 fasi per ultimare il processo di pagamento, il mio è fermo alla fase 1 da giorno 15 Marzo, spero voi possiate risolvere il problema o quantomeno ricevere maggiori dettagli e fornire a me più informazioni, grazie.

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Dear Luca91,

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 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

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

Dear Luca91,

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.

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Thank you in advance for your time and feedback.

Best regards,

Karla