Bankonbet Casino - Player's withdrawal is delayed.

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.

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

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.