The player from Portugal had been waiting for her prize of €362 since August 13th and continued to receive vague responses about delays despite having completed the account verification process. After communication with the Complaints Team, the casino processed her withdrawal request, and she confirmed receiving her winnings. The issue was then marked as resolved in the system.
Bankonbet Casino - Player's withdrawal is delayed.
Amount: €362
Bankonbet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Translation
I have been waiting since August 13th to receive my prize of €362. They simply tell me there is a delay, and yet they have already verified my account.
Automatic translation:
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3 weeks ago
Dear manulinda,
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 full 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,
Veronika
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3 weeks ago
Translation
Good morning, Veronica.
I wasn't able to make any kind of withdrawal. It was my first time playing at the casino. I made a deposit and got a bonus, I think. I can't even remember. But I don't hear back from the casino, they just tell me that my winnings are safe. I have to wait because there is a delay in payments. My account hasn't been verified yet. They haven't asked me for anything.
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2 weeks ago
Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support that could be relevant to the investigation at veronika.l@casino.guru.
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2 weeks ago
Thank you for your email. Do I understand correctly that the casino processed your withdrawal request yesterday? Have you received your winnings yet by any chance?
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2 weeks ago
Translation
Good morning Veronica
The casino made the transfer to my card yesterday. Thank you
Automatic translation:
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2 weeks ago
Dear manulinda,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
