Bankonbet Casino - Player’s withdrawal has been delayed.

I made a deposit of 20€ and won 500€, put money on withdrawal on 22.04, today is already 05.05 and the money in my account has not come. I contacted the support service with a question if they could send confirmation that they sent money to my account, they said that they would resolve the issue with the team and send me an email. 10 WORKING DAYS PASSED AND THERE IS NO MONEY IN MY ACCOUNT.

Dear Heisenber997,

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?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

This was my first deposit and withdrawal in this casino, I did not pass the verification because they did not ask. The winnings were with an active bonus, but when withdrawing, I refused it because it was said there that when withdrawing money with an unclaimed bonus, it is withdrawn. If this is a problem, then I think they should have warned me that I would win back the bonus, otherwise the withdrawal will be canceled. I consider it cheating or even cheating when players are not warned about all the possible risks. They hid the problem from me and appropriated the money for themselves without explaining the situation. In the support service, besides the fact that they transferred the money, they don’t say anything else, that I have to confirm my identity or that I had to win back the bonus before withdrawing the money, I think this is not fair.

Thank you very much for your reply, Heisenber997. Do I understand correctly that you canceled an active bonus? Did the casino confiscate your winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I contacted my bank with the question that they did not transfer money to my account, and this is what they answered me

Could you please post here a screenshot of your withdrawal history?

Dear Heisenber997,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.