Bankonbet Casino - Player's withdrawal has been repeatedly cancelled.

Hello team.

I am trying to withdraw the amount of 700pln since the 03/03/24.

They cancelled the first 2 attempts and credit it to the account pretending it was the payment provider error.

I requested the last withdrawal On the 19/03/24 few days later it did disappeared from the account and never heard back from them.

Their chat customer service keeps advising me to wait day after day.

Lately they said it will be processed by 05april24.

They never replied to my emails.

Iam available for any other info

I have screenshots.

Thank you in advance

Have a great night.

Dear abdelhedimedrami, 

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? 

Do I understand correctly that your last withdrawal request from 19 March was successfully processed by the casino but you have not received it yet?

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, 

Veronika

Hello Véronika, Romi

Thank you for your reply.

To answer your first question, I never got or did any successful withdrawal with them.

It was my first experience with them that night 03/03 I just made a new account played few hours and decided to withdraw and they never asked for verification it clearly says in the verification section "account not verified " your account does not require verification.

Lately I suggested to do so for the live chat they said it not required.

For the winnings they were not with any active bonus or anything I made sure not use or activate or of that.

As a last update today credit back the amount to my account again for the third time!!! And again in the weekend by sending the same general template about the possible errors and tips how to make a transfer how to clear cash memory for PC android...

As per last interaction in live chat the same answer its mismatch in the info for the payment provider even though they accepted 4 deposits when I started playing with them .

I don't know where is this going with them. Back to the start again more than a month already.

Thx for your support

Hello,

How can I forward the emails and the screenshots please? .

Thx

Thank you for your replies. Please send me the screenshots and any communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Hello all

I have made the last withdrawal attempt on the 8th of April 24 as of now, it remains pending.

Additionally I have successfully submitted the necessary screenshots to Veronika.

Thank you all for your continued support, I will keep you informed of any progress.

Warm regard.

Hello .

Last update, they cancelled again on Friday and their support advised that their financial department will proceeded it manually on Monday which didn't happen ofcourse and now their support advised me to change the withdrawal method. Even though it is a bank transfer the safest method I prefer, how can I get in contact with their financial department if they are not answering to emails and keep replying by templates and closing the chat ? Any suggestions what to do with them ?

Thank you very much, abdelhedimedrami, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello abdelhedimedrami,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Bankonbet Casino to join the conversation.

Dear Bankonbet Casino,

Can you please provide more information on why is the bank transfer withdrawal not processed successfully? What other payment method is guaranteed to work?

Hello michal

Thank you for your support.

My last update now:

Their consultant in the live chat claims that the last withdrawal was cancelled because I played with the money which is not true because I never played with them since the first withdrawal.

Now I gave them via live chat support my banking details to proceed it manually. It is normal that3i never received an official email from them ?

Thx again

When I tried to change the method of withdrawal the system didn't allow me with a message error that the withdrawal should be the same as the deposit!!

Dear Customer,

We apologize for any inconveniences caused.

Our relevant department has created a manual withdrawal of your balance and it will be paid out soon.

Thank you for understanding!

Best Regards,

Customer Service

Hi all.

The withdrawl was done today to my e-wallet Mifinity, i am under the process of verification with them, it should be released soon.

Thx for your help casino guru, much appreciated 🙏🙏🙏🙏

Thank you for your response, Bankonbet Casino.

Dear abdelhedimedrami,

I'm glad the casino team has paid your winnings to your Mifinity wallet. I trust the Mifinity verification will go smoothly and you will be able to get your funds soon.

As your main issue seems to be solved can we consider your complaint resolved, or is there anything else I can assist you with?

Dear Customer,

Your withdrawal has been successfully paid. Thank you for your patience!

Best Regards,

Customer Service

Dear Michal, thank you very much all the team for your help, yes you can close the case as resolved, thx again casino guru for your support.

Have a good day

Dear abdelhedimedrami,

Thank you for the confirmation.

As the complainant confirmed, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru