The player from Germany faces issues with withdrawing money from Bankonbet, where three withdrawal requests of 500€ each have been canceled since December 22, 2024. Despite previously approved withdrawals, the player receives standard responses from chat support and has not received replies to emails, leaving a total of 2300€ pending in the account.
Bankonbet Casino - Player’s withdrawals are being delayed.
Amount: €2,300
Bankonbet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
4d 17h 8m 28s
Case summary
yesterday
Public
Public
4 days 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:
Public
Public
3 days 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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