The player from Germany had requested a withdrawal of 1000 euros two weeks ago but had not received the funds. Despite canceling a bonus and winning bets, the player continued to face delays and had yet to receive a response from the finance department after multiple inquiries. The issue was resolved when the player confirmed that the funds were eventually paid out, attributing the delay to the financial service provider. The complaint was marked as 'resolved' in the system.
Bankonbet Casino - Player's withdrawal is delayed.
Amount: €1,000
Bankonbet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
Dear Sir/Madam,
At the end of last month, I made my first deposit of 500 euros and received an additional 200-euro bonus.
I did not use this bonus and had it canceled. I then placed bets on football matches on the platform, which I won. On September 1st, I requested a withdrawal of 500 euros and on September 2nd, I requested another 500 euros, totaling 1000 euros. As of now, I have not received this money. When I inquired with customer support, I was told that everything was completed. After explaining my problem multiple times, they informed the finance department, which was supposed to contact me. Unfortunately, another week has passed, and I have now been waiting for a good 17 days.
Automatic translation:
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1 month ago
Dear Diren46,
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?
When was the last time you communicated with customer support regarding your withdrawals?
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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1 month ago
Translation
Hello, thank you for helping me.
I have never made a withdrawal at this casino, just a deposit of 500 euros which was made via real-time bank transfer and was processed in a matter of seconds. I did not have to verify myself there and it seems I will not have to do so in the future. The last time was today, they told me that they are trying to use the ran number to track everything, where the money went, etc. The funny thing is I paid with my giro account and as far as I know ran numbers are only available for credit cards.
They also told me that I should wait until the finance department was finished and that they had transferred the money and that the problem was with my financial institution... nonsense.
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1 month ago
Before we proceed with the investigation, please forward me all the communication between you and the casino regarding the delay in your withdrawal at veronika.l@casino.guru. Thank you for your patience and your cooperation.
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1 month ago
Translation
In the meantime, the Casino Bankonbet has sent receipts proving that they have instructed it. After I contacted the financial service provider today, they confirmed that the transfer was requested manually today and that it could take 1-3 working days for the money to arrive.
I am excited
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1 month ago
Dear Diren46,
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.
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1 month ago
Translation
Hello
It has now been paid out
The problem was with the financial service provider, thank you
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4 weeks ago
Dear Diren46,
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 Lash
Casino.Guru
