Bankonbet Casino - Player believes that their withdrawal has been delayed.

I requested a cashout on the 12 of february and in the terms it says, that it will take up to 3 days. I sent all my verification documents.

Dear nsL71234,

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.

so what else should I do? I have sent all the documents, although some of them are really ridiculous and I also wonder if it is legal to request such documents. They have already rejected a document 3 times without giving any reason. They have requested to send all transactions from 12.01 - 12.02 (I only made a deposit on 12.02). Why do they need to know all my payments? Is this legal? But of course I did it, but it is still rejected. I realise that everything on the documents is correct, they just want to delay the payout. And they also ignore all emails and the support has no idea when it comes to verification...

They keep rejecting that one document, to delay the cashout. I feel so bad for the owner of the casino, his life has to be so sad😕

they keep rejecting the same document to delay the cashout... pls contact the casino, thanks.

update: they still didn't verfiy that one document. What can I do?

Dear nsL71234,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Did they ever specified the reason for rejecting your documents?

Looking forward to hearing from you.

Regards,

Nick

I sent you the email, ignore the email I sent you yesterday, just look at the email I sent you some minutes ago

pls just help me now I cant take it anymore

Dear nsL71234,

Based on the e-mail from the casino, the deposit you made to the casino is not visible on the bank statement - can you please confirm if it's true or not?

Would it be possible to forward the statement to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

obviously you can see the transaction on the bank statement. Thats their strategy to delay the cashout. did you read the other reviews and complaints ? everyone has the same problem.

But after 3 weeks I am verified after resending the same documents for over 15 times. atleast I think that because it doesnt say under review anymore. I hope I will get the money now in the next 3 days.

I sent you the bank statement to confirm.

Is there any way to ensure that the casino loses its license? It can't be that a casino with a license can lie so brazenly without being punished.

Dear nsL71234,

Glad to hear that your account is now verified.

As stated above, withdrawals may take up to 14 days to be processed.

Please let us know once the money arrives or would take longer than the recommended period.

Awaiting your response.

Regards,

Nick

I did now receive the money.

How can we get the casino to lose their license, or how can the casino be punished for their deceitful behavior? It simply can't be legal to take the piss and lie to me (and every other customer) for weeks on end.

Please help.

Dear nsL71234,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Unfortunately, such cases are no reason for a casino to influence their license in any way as delayed payments are common in almost every single online casino.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru