The player from Portugal had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved when the player received the funds after the recommended timeframe had passed. We noted the player's concerns regarding the delay and emphasized the importance of patience during the withdrawal process. Ultimately, the player confirmed the receipt of their winnings but expressed dissatisfaction with the lengthy wait.
Bankonbet Casino - Withdrawal of player's winnings has been delayed.
Amount: €400
Bankonbet Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
I requested a withdrawal on 10/20/2024, and it has been pending until today. Every day I receive the same responses: "Be patient", "sorry", "we're doing our best", "it's a provider delay". The standard responses are always the same, whether through chat or email. They haven't asked for any documents; I even took the liberty of sending my documents by email but was simply ignored.
It seems to me that this casino is trying to push the customer to the limit so they use and lose their funds; I can't see another explanation. It's regrettable. They also present on their page a complaints site where their casino doesn't even appear, how relevant.
They can keep my money, but I won't cancel the withdrawal; we'll see how far they will go.
Oh well!
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2 months ago
Dear Verinha37,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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2 months ago
Translation
I've played at several casinos and never has a withdrawal taken this long without a response. What's more, this casino has mentioned, when requesting a withdrawal, that it takes between 1 and 3 days!
What's more, I know that there are players at this casino who have already received their withdrawals after mine.
What is happening is completely unfounded, and the conclusion is simple: get the player to cancel the request in order to gamble and lose.
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1 month ago
Translation
I still haven't received my money. However, I received an SMS 3 with a bonus offer! Fantastic. I obviously didn't take it. They do everything they can to make us lose our money. Lamentable!
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1 month ago
Dear Verinha37,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
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Good afternoon,
the matter was resolved today! I received the amount, however I will never recommend this casino unless you are willing to wait for your money for 14 days!
Thank you.
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1 month ago
Dear Verinha37,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
