The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. The player had been in communication with the Complaints Team regarding a delayed withdrawal of 1500 euros from an online casino. After several correspondences, the casino had stated that the delay was due to issues with the payment provider and offered to manually process the payment if the player provided bank details. However, the player had lost patience and decided to play down his balance to zero and requested account closure. Due to this, we were unable to assist further and had to reject the complaint.
Bankonbet Casino - Player’s withdrawal has been delayed.
Amount: €1,500
Bankonbet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello Casino Guru,
I have several pending withdrawals at Bankonbet Casino, and I haven't received any of them in my bank account yet. I am aware that the daily withdrawal limit is 500 Euros and that it takes 3 days for the request to be processed, and 3-5 business days for the money to arrive.
I requested the first withdrawal of 500 Euros on October 29th, 2023, and according to the email and live chat confirmation from the casino, it was processed on November 2nd. However, I haven't received the first 500 Euros in my bank account yet, even though 5 business days have passed. The live chat told me yesterday that they're forwarding the matter to the finance department, but I haven't received any information so far.
Here is my withdrawal request from October 29th
I seek your assistance, Casino Guru.
Thank you in advance.
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1 year ago
Dear benzj044,
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
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1 year ago
Translation
Hello Kristina,
No, unfortunately I haven't received a single payout from the casino yet.
I have contacted support several times and they always tell me the same thing, that my withdrawals have been processed and that they will forward it to the finance department. It's now November 12th, 2023 and I still haven't received my first payout of 500 euros from October 29th. I was also told in the chat that 2 withdrawals that had already been processed were returned for some reason that I didn't know, be it from the payment provider or something else. These two withdrawals were credited back to my account as a deposit and then I was unable to make any further withdrawals. In short, I still have 2500 euros on the casino account that I cannot pay out and 3 withdrawals of 500 euros each have been processed but I have not received a single one on my bank account. This is quite frustrating considering that my deposits arrive in the casino account immediately.
I asked the chat if there were any problems when they made withdrawals or transfers to Germany and he said no, everything was normal. Then I ask myself why I haven't received a single payout for 2 weeks. This is not acceptable and this is not how you build trust in the player or keep the player. I checked my Iban number several times but everything was correct. Then I ask myself why I haven't received a single payout yet even though they are being processed.
I ask that my payouts be processed correctly and reach my bank account as quickly as possible.
Thank you for your support Kristina.
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1 year ago
Thank you for your reply, benzj044. 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?
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1 year ago
Translation
No, no successful withdrawal has been made yet and no one has responded to my email. Almost a month has passed. I played without a bonus and they didn't ask me about it... I've been waiting for my money for 24 days now. 1500 are supposedly paid out but they haven't come an.. unfortunately I lost the rest of 2500 because I no longer have patience.. and the 1500 were supposedly transferred but nothing came
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1 year ago
Thank you very much, benzj044, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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1 year ago
Hi benzj044,
My name is Mirka, and I will be in charge of your case from now on. I would now like to invite the Bankonbet Casino representative into this conversation.
Dear Bankonbet Casino,
Could you please provide more information about this case to clarify the situation?
Thank You in advance.
Mirka
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1 year ago
Dear Customer,
Thank you for contacting us.
We would like to inform you that your withdrawals in the sum of 1500 EUR was not processed by the payment provider and it was re-credited back to your gaming account balance.
We sincerely apologize for any inconvenience caused.
In order to rectify the issue, we have decided to pay out the balance manually and therefore we kindly request you to provide us with your following bank details to our support email at support@bankonbet877862.com
Full Name (please include all names including middle names)
Bank Account’s Owner name
IBAN/Account no.
Bank Name
Bank location (Country)
SWIFT/BIC
We assure that the payment will be carried out with priority as soon as we receive your bank details.
Thank you for understanding!
Best Regards,
Customer Service
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1 year ago
Translation
That's over, I downplayed the money because I don't believe anything anymore... Please close my account permanently. Because of your behavior and unwillingness to pay, you have lost a player. Please close my casino account permanently
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1 year ago
Thank you, benzj044 , for your reply.
Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.
I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Kind regards,
Mirka
Casino.Guru
