Bankonbet Casino - Player facing delayed refund after account closure.

on 19 December 23 I closed my account at the aforementioned bookmaker. to date 01/03/24 they have not refunded me the remaining balance or even communicated how they would refund me. They haven't responded to emails for days and in chat they only know how to say wait.

Dear Alano83,

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.

• Can you confirm whether your account underwent full verification before you initiated the closure request?
• Also, could you clarify the significance of the disputed amount? Does it represent your active balance at the time of the closure?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

hello: disputed amount and the remaining balance at the time the account is closed. I didn't do any checking as I was never asked

I wanted to give an update: this morning I received an email from the casino saying that they canceled my withdrawal. I asked in chat and they told me that there was a problem with the provider and therefore it will be resolved. I asked how they can send it if they don't have an IBAN or other data and his answer is always the same: we'll let you know. for me and just to take time

Hi Alano83,

Could you please forward any relevant communication before we contact the casino directly?

Thank you.

Dear Alano83,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.