The player from Germany faced issues with withdrawing money from Bankonbet, where three withdrawal requests of 500€ each had been canceled since December 22, 2024. Despite previously approved withdrawals, the player received standard responses from chat support and had not received replies to emails, leaving a total of 2300€ pending in the account. After providing detailed information and expressing frustration, the player later requested to close the case, indicating a realization of possible fault on his part. Consequently, the complaint was rejected as per the player's explicit request.
Bankonbet Casino - Player’s withdrawals are being delayed.
Amount: €2,300
Bankonbet Casino
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Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello,
A few weeks ago, I created an account at Bankonbet. Verification was not necessary even upon request and this remains unchanged in my account.
The first withdrawal requests were approved, and I received the money.
Since December 22, 2024, all requested withdrawals have been canceled by the site a few days later. In the chat, if it is available, I only receive the standard responses stating the withdrawals are queued at the finance department. My emails to customer support have gone unanswered.
I have chosen the same withdrawal method (Bank Transfer) again for the requested and subsequently canceled requests. I requested 3 withdrawals of 500€ each, as this seems to be the daily maximum withdrawal limit.
Thus, a total of 2300€ is at stake in the gaming account (3 x 500€ pending and declined requests and 800€ remaining in the account, since only 3 requests can be active at once).
I kindly ask for your assistance in resolving this issue.
Sincerely,
Automatic translation:
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3 months ago
Dear Start2025,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’re facing with your withdrawal requests and the lack of response from customer support. To better understand the situation and assist you effectively, could you please clarify the following?
Withdrawal History:
- Have all your previous withdrawals been processed using the same bank transfer method without any issues?
- Could you confirm if you’ve received any formal communication from the casino explaining why the recent withdrawals were canceled?
Account Verification:
- You mentioned that account verification was not required when you registered. Could you confirm if the casino has requested any documents for verification since December 22, 2024?
Communication Attempts:
- Could you forward any email conversations or screenshots of chat responses regarding this issue to petronela.k@casino.guru?
- Have you tried contacting the casino via alternate means, such as a different email or support channel?
Please note that it’s quite common for withdrawals to take several days or even weeks, especially during periods of high activity. We kindly advise you to wait at least 14 days from the date of your initial withdrawal request before escalating further. If the issue remains unresolved after this period, please let us know, and we will intervene to assist you.
Your cooperation is crucial for us to proceed with your case, as we need detailed information and supporting documentation to effectively mediate with the casino.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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3 months ago
Translation
Good evening,
The following comments on the above points:
Payout history:
Since registering on the site, I have received 4 payouts (3x500, 1x 300€), each time with the same payout method in the form of a bank transfer. These were confirmed and the last payout was made on December 22nd, 2024.
I did not receive a formal explanation from the provider. I was only able to communicate via live chat, but that was not helpful.
I have chatted with several employees several times and have repeatedly heard that my withdrawals were awaiting processing by the finance department and that they would be processed within 3 working days. When I asked, I was told that there had been technical difficulties or that the applications had been canceled due to a system error.
Another time it was explained that there was a delay in processing and that my applications were pending processing in the finance department.
I had done everything correctly and should not worry. I would definitely get my money and everything would be fine.
In addition, the platitudes that the employees in the chat had given a hint to the finance department to process my applications with the highest priority and to speed up the process and that they would be completed very soon.
In another chat I was told, in a contradictory way, that I had made the cancellations myself (which of course I had not done). In the same conversation, the employee told me that everything was correct and that I should use the same method for withdrawal again.
Unfortunately, you are only given false hope.
Account confirmation:
The account still says no verification is required. I also proactively asked and agreed to do it. It would not be necessary and I would be notified if it was required.
So I haven’t received any request to date.
communication attempts:
I have numerous screenshots and a chat log. I also have 2 emails to official customer support.
I will send this to the email address you provided.
I thank you for your support and hope for a quick and positive outcome.
Best regards
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2 months ago
Thank you very much, Start2025, 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 your issue is resolved to your satisfaction in the near future.
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2 months ago
Translation
Forget the case and close it. I screwed it up myself.
Automatic translation:
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2 months ago
Hello Start2025,
I'm Michal, and I have taken over your case. Do I understand correctly that you most likely realised that there might be a fault on your part and I can close this case?
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2 months ago
Dear Start2025,
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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2 months ago
Although we have not received a second confirmation from the player as they haven't responded to our messages, based on the latest response, we are rejecting this complaint as per the player’s explicit request.
Dear Start2025,
Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
