The player's verification is delayed for over a month. The complaint was resolved as the player received his money.
Bankonbet Casino - The player's verification is delayed.
Amount: €250
Bankonbet Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Hello,
I submitted my withdrawal request to the casino on May 4th, 2023 and a few days later I received an email from the "Financial Department" to whom I also sent my documents for verification. A few days later I was supposed to send more documents, I received this e-mail on May 12, 2023 and this was also the last e-mail. I have also written to the live chat a few times, but so far I have only gotten the answer that I should wait and that you are working on my withdrawal request. I still haven't received an answer from the "Financial Department" and I don't know what to do anymore, so I am contacting you guys as I also found this casino through your website.
Thank you for your help
Best regards
Fabian H
Automatic translation:
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10 months ago
Hello fabihammers,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bankonbet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Hello!
The Verification proccess started on 12th of May and the last received E-Mail is yesterday, they answered me since 1 Month now - but they want one more document (a bankstatement for the proof of deposit method)
ID and my address got verified i think
So iam waiting since 12th of May and the verification proccess is still ongoing
Greetings
Fabian
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10 months ago
Today i got the money from the casino - i dont know how lucky this is, that i write a complaint and then get my money after over 1 month of waiting.
Thanks a lot 🙂
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10 months ago
Dear fabihammers,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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