The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue revolved around a delayed withdrawal of approximately €4,000 due to extended verification processes related to her German residence permit, which had expired but was legally valid pending renewal. After extensive document submissions and communication, the casino finally accepted her new physical residence permit and completed the verification. The withdrawal was processed, but the player experienced further delays receiving the funds due to banking processes. The complaint was resolved once the casino confirmed the withdrawal processing. However, the player raised additional concerns about uncredited bonus winnings and loyalty coins, which the casino denied based on their promotional terms. The original withdrawal issue was closed, while the bonus-related dispute remained separate and unresolved.
Bankonbet Casino - Player’s winnings haven’t been received yet.
Case closed
Amount: €4,000
Bankonbet Casino
Safety Index 8.3 HighCase summary
Translation
Hello, my permanent residence permit has expired.
I live and reside in Germany.
The earliest possible date is February 2026.
I received a letter from the authorities regarding this matter.
Certificate of a residence permit
I need your help with verification. I currently have €4000 in my account and €500 pending withdrawal.
Please help me verify my account; I've been waiting for a payout for almost 3 weeks.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear irinaurazaeva24119,
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
TranslationI need your help with verification. I've been waiting for the payout for 3 weeks. I have a total of 4500 euros.
That's not a small amount of money.
Dear irinaurazaeva24119,
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.
TranslationSubject: Complaint regarding delayed payment
Dear Team,
I have been waiting for over 30 days for my balance to be paid out at BankonBet.
€850 has already been successfully paid out; the remaining balance is approximately €4,000.
Verification is required before further payments can be processed.
No result is available yet, but it is expected that the review will find fault with the expired German residence permit.
I want to make this clear:
The residence permit is German and indefinite.
The title itself is permanent, thus ensuring my continued residence in Germany.
The residence permit has formally expired; the earliest date for issuing a new permit is in February.
As confirmation, I have an official certificate from the immigration office regarding my permanent residence permit. This clearly shows that my stay remains valid until the new residence permit is issued.
Additionally:
The payment method is in my name and has been correctly verified.
All data stored in the account (name, first name, date of birth, address) exactly matches the information on my documents.
I request a prompt review and release of the payment, as all necessary documentation is available and the funds are legally allocated to my account.
Thank you for your support.
Best regards
***** ********
Dear player, thank you for your response.
Do you have any updates for us in relation to the verification process? Has the casino accepted the submitted documents?
Thank you in advance for your reply.
TranslationHello,
Unfortunately, nothing has changed regarding the verification process at BankonBet. I am very disappointed and seriously worried, as I cannot withdraw my remaining balance of approximately €3,800 without completing the verification process, even though verification was not initially required. A partial withdrawal of €850 has already been successfully processed.
For verification purposes, I have submitted all the documents requested by the casino, including:
Selfie with ID and the website in the background
Bank statement with transaction history
Bank card (front and back)
ID card (front and back)
Additionally, I would like to clarify:
I have a permanent residence permit, which secures my stay in Germany indefinitely.
The permit is valid until the date for the issuance of the new residence permit.
My residential address is officially confirmed by a registration certificate.
Despite complete documentation, the casino has not yet given any concrete feedback on when the verification will be completed and the payout can be made.
I would be very grateful if you could ask the casino to actively cooperate in order to expedite the process.
Thank you so much for your support and your efforts.
Best regards
TranslationThe document confirms my residence in Germany
This document confirms that I can and may still temporarily identify myself with my expired residence permit or card.
Alternatively, I can also verify my identity with my passport if necessary.
Hello irinaurazaeva24119,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear irinaurazaeva24119,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila G.
Dear irinaurazaeva24119,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Bankonbet Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
Dear All,
Thank you for reaching out and for your cooperation.
We would like to reassure you that we are currently looking into this case. We have requested a detailed update from our relevant department regarding the status of the player’s verification and the subsequent withdrawal request.
As soon as we receive the necessary clarification, we will provide a comprehensive response here. Thank you for your patience and understanding in the meantime.
Best regards,
Bankonbet Casino Team
TranslationThank you for your feedback and for currently looking into this case.
Many thanks also to the Casino Guru team for their support and mediation. I continue to view this complaint positively and am confident that together we will find a fair and timely solution.
I would like to give a brief update:
I was recently asked to provide certain documents. I submitted these in full, both through my casino account and additionally via email, and am now uploading them again here as part of my complaint.
These are:
a bank statement in PDF format showing my first and last name, IBAN, Visa number and the relevant transactions
Additionally, the bank card, on which the name, Visa number and IBAN are also clearly visible.
Furthermore, the individual casino deposit is available as a separate PDF.
To clarify:
The deposit was made on November 14th, but the credit to the account was not processed until November 17th.
For this reason, the transaction is only visible in the bank statement from this date onwards, which is why the bank statement was created up to November 17th.
The required ID card with selfie was also submitted.
I have submitted my German residence permit along with my settlement permit. The settlement permit confirms that my residence is indefinite and remains valid, even though the residence card has visually expired. A current registration certificate has also been uploaded.
As I understand it, all the recently requested documents are now complete. I therefore hope that the verification can be completed promptly so that the payment process can continue.
Many thanks again to the casino and Casino Guru for handling this case. I am confident that we can resolve this matter smoothly together.
Dear irinaurazaeva24119,
Thank you for your update and for providing the documents.
We have reviewed the status of your verification with our KYC department. While we appreciate the files submitted, there are still a few outstanding requirements to finalize the process:
*Valid ID Document: Our team requires a valid identity document. Please note that we cannot accept expired documents.
*Full Transaction History: We require the original bank statement (in PDF file) for the full month of November. The current statement provided is incomplete for our review purposes.(Please ensure that the account holder's name is clearly visible on the statement along with the transactions).
We kindly ask you to upload these specific documents directly to your profile so our team can complete the verification without further delay. Thank you for your cooperation and understanding.
Best regards,
Bankonbet Casino Team
Dear irinaurazaeva24119 and Bankonbet Casino Team,
Thank you, Irina, for your detailed update and for providing the documents so far. I also appreciate the clarification from Bankonbet regarding the remaining KYC requirements.
At this point, I kindly advise you, Irina, to follow the instructions provided by the casino regarding the valid ID and the full November bank statement. Once you have uploaded the requested documents, please let me know here so I can continue to monitor the case and support a smooth resolution.
Thank you both for your cooperation, and I hope this matter can be resolved promptly and fairly.
TranslationRegarding
Clarification regarding the validity of my documents
Dear Casino Guru Team,
Thank you very much for your feedback and your support in this matter.
I would like to clarify a few points regarding the documentation situation, as there still seem to be misunderstandings here.
Even before the verification request, I pointed out that my residence permit was fully valid at the time I registered, deposited funds, and played. All deposits and winnings were generated before November 24th. The verification request only came in December. Therefore, it is clear that my residence permit was valid at the relevant time, which is also verifiable from the date printed on the card.
In addition, I submitted a residence permit. This explicitly confirms that my stay is indefinite and that the residence card remains valid until the new issuance date in February. The card is therefore not invalid, but remains legally valid.
Regardless, I also submitted my valid Russian passport for verification. This document is current and valid. Even though it might not be accepted by default according to the casino's terms and conditions, I submitted it as additional proof of identity to avoid further delaying the verification process.
In addition, I would like to clarify that I created and uploaded the transaction history for November that you requested, as an original PDF bank statement directly from my online banking. This PDF file clearly shows my full name (top left), the last four digits of the Visa number, and the corresponding IBAN. The bank statement was submitted unchanged in PDF format.
In light of this, I ask you to remind the casino once again that
to recognize the settlement permit as confirmation of the still valid residence card
and/or
Alternatively, a valid passport can be accepted for identity verification.
so that the verification can finally be completed and the payout made possible.
Thank you very much for your support and for reviewing this matter again.
Best regards
Irina
TranslationSubject: Update on residence permit and verification process
Dear Casino Guru Team,
I would like to inform you about the current status of my residence permit and clarify some important points regarding verification.
The appointment for the reissuance of my residence permit is scheduled for February 5th. However, the issuance and delivery of the new card is expected to take until March. In light of this delay, I request that you inform the casino to continue to accept the documents already submitted, particularly my residence permit, as valid proof of residence.
This confirms that my stay is indefinite and that the residence permit will remain valid until the new issue date in February.
In addition, I also presented my valid Russian passport for verification.
Even though this may not be accepted by default according to the casino's terms and conditions, I kindly request that you accept it due to the current situation and the long delay.
I want to emphasize that I met all the requirements at the time of my deposit and play. The delay in verification is not my responsibility, and I suspect it may be a tactic to delay the verification process so I continue to lose money. I have already lost €1,900, and this is unacceptable.
In light of this, I ask you to remind the casino once again to accept the residence permit and the Russian passport as valid proof of identity so that the verification can be completed quickly and the payout can be made possible.
Thank you for your support and understanding.
Best regards
Irina Urazaeva
Dear Irina and Bankonbet Casino,
thank you both for the detailed explanations.
Irina, thank you for clarifying your position and for outlining the documents you have already submitted. I acknowledge that you have provided multiple forms of identification as well as a bank statement for the requested period.
Bankonbet Casino, to help move this case forward and avoid further misunderstandings, I would kindly ask for clear and specific clarification on the following points:
- ID verification
- Which exact document is currently considered invalid for verification purposes?
- Can you please confirm explicitly whether the Russian passport submitted by the player can or cannot be accepted under your Terms and Conditions, and for what reason?
- Bank statement (November)
- Please confirm whether the PDF bank statement submitted by the player is considered incomplete, and if so, specify precisely what information is missing (e.g. missing dates, transactions, account holder details, or formatting issues).
Providing this clarification will allow the player to understand exactly what is required and will help prevent repeated submission of documents that may not meet your internal criteria.
Once this is clarified, I will be able to advise the player on the next steps and assess how we can proceed toward resolving this complaint.
Thank you both for your cooperation.
Dear All,
To provide the specific clarification you requested, please see our answers to your points:
1-3: ID Verification & Russian Passport We cannot accept the Russian passport for verification. This is due to two main reasons:
Excluded Jurisdiction: Under our Terms and Conditions, Russia is considered an excluded jurisdiction. Therefore, an identity document issued by the Russian Federation is not eligible for verification purposes on our platform.
Residency Requirement: As the player is registered from Germany, we require a valid identity document issued by the German authorities (such as a German Residence Permit) that confirms their legal right to reside and play from their registered location.
4-5: Bank Statement: We are pleased to confirm that the transaction history has been successfully reviewed and accepted. This requirement is now complete.
Outstanding Requirements To finalize the case, we only need:
*A valid German ID/Residence Permit: A high-quality, live photo of a document issued in Germany with a valid expiration date,holder's details and photo visible.
*Proof of Address (POA): A live photo of a recent utility bill (gas,water,electricity etc.), or a photo of a salary slip. Please ensure it is a direct photo of the physical paper document, ensuring all four corners are visible. The previous submission could not be accepted as it did not meet our standard security requirements for document format (it appeared to be a scan or a digital copy rather than a live photo of the original).
Once these German-issued documents are provided, we can conclude the verification.
Best regards,
Bankonbet Casino Team
Hello everyone,
thank you, Bankonbet Casino, for the clarification.
Dear Irina, the situation is now clear. The bank statement has been accepted, and to complete the verification, it is necessary to proceed strictly according to the casino’s requirements and submit the remaining requested German-issued documents in the specified format.
Please follow the instructions provided by the casino so the verification can be finalized without further delays. Let us know once the documents are submitted.
I will continue monitoring the case.
TranslationDear Bankonbet team, dear Casino Guru team,
I have duly submitted the documents you requested, namely my residence permit issued by the German authorities and the registration certificate. This concerns the confirmation of my identity and residence status, and I have provided all the necessary evidence.
With this response, I am attaching these documents again for clarity. I expect these documents to be accepted, as they fully meet the stated requirements.
I request that Casino Guru confirm this accordingly and ensure that a decision is made based on these documents. Thank you.
Best regards
Dear Bankonbet Casino,
thank you for the clarification provided earlier.
Irina has now confirmed that she has submitted the German residence permit and proof of address in the required format. I kindly ask the casino to review these documents and confirm whether they meet your verification requirements, or to clearly specify if anything is still missing.
Dear Irina,
thank you for the update. Please wait for the casino’s review and let us know if you receive any direct feedback from them.
I will continue monitoring the case.
Dear All,
Due to the complex nature of this case, our relevant department is still in the process of thoroughly reviewing the provided documents.
We kindly ask for a bit more of your time and patience while we conclude this review. We will provide an update as soon as we have a definitive resolution.
Thank you for your understanding.
Best regards,
Bankonbet Casino Team
TranslationDear Casino Guru Team,
I would like to inform you about the current status of the proceedings and briefly summarize the last contact with the casino.
I received an email from the casino's complaints department (Complaints Bankonbet).
In this email, I was explicitly asked to resubmit the documents most recently submitted as part of the complaint via the Casino Guru platform directly to the casino via email so that they could be reviewed again and the process could be completed.
Specifically, these were the same documents I had previously submitted via Casino Guru, namely:
the residence permit (official confirmation of the right of residence)
the registration certificate
These documents have already been reviewed by the Casino Guru complaints department and confirmed as correctly submitted, including the required format (high-resolution photos of the original documents with visible corners, no scans or digital copies).
I complied with the casino's request and have now also sent these documents directly to the casino via email so that they can carry out an internal review and complete the verification process.
I would like to inform you of this and will of course keep you updated on any further feedback from the casino.
Thank you for your support so far.
Best regards
Irina
TranslationDear Team,
Enclosed please find the certificate of legal residence, which was issued today by the competent German immigration authority (date is shown on the letter).
The certificate clearly confirms that I have an indefinite residence permit and that my right of residence in Germany remains fully valid.
Furthermore, it explicitly confirms that the new residence permit card has already been applied for and paid for. Issuance will be processed via an express procedure to ensure faster delivery.
This current official letter concerns precisely the requested matter and serves as official proof until the new card is received.
Best regards
Irina Urazaeva
TranslationTranslationDear Casino Guru Team, I have sent both my current registration certificate (dated today) and proof of legal residence, including the requested new card, to Casino Support and the complaints department. Both documents are dated today. I now request the fastest possible verification so that this process, after two months, is finally completed and I receive my withdrawal without further delay.
Dear irinaurazaeva24119,
Thank you for your update and for providing the additional documents.
We appreciate your cooperation and patience throughout this process.
We can confirm that your proof of address has been accepted; however, to finalize the process, our team still requires the physical ID/Residence Permit card.
Once your new card is issued and you are able to provide it, we will be able to consider the verification of your account.
Thank you for understanding.
Best regards,
Bankonbet Casino Team
Hello irinaurazaeva24119,
We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Hello everyone,
I’m back and available again. Thank you both, Irina and Bankonbet Casino, for your updates and cooperation.
Irina, could you please confirm whether you will be able to provide the physical residence permit/ID card once it is issued? Let me know so we can determine the next steps.
Thank you.
TranslationDear Team,
I hereby confirm that I have now received my new physical residence permit.
I am sending you the card as an attachment to this message (front and back, fully visible and easily legible).
All previously requested verification documents are now complete and up-to-date.
As I have communicated several times and documented in the Casino Guru complaint process, I have cooperated fully throughout the entire process and submitted all requested documents on time. The verification process has now been ongoing for some time.
In light of this, I kindly request that you now complete the verification process and release the funds available in my player account for withdrawal.
Thank you very much for the final editing.
Best regards
Irina.
TranslationDear Bankonbet Team,
I have now submitted all the requested documents in full, including my new physical residence permit.
The verification process has now been ongoing for more than two months. I therefore request that you complete my verification now and release my funds for immediate withdrawal.
Thank you for the prompt processing.
Best regards
Irina.
TranslationDear Team,
I would like to conclude this complaint on a positive note, as it is very important to me to bring the matter to my complete satisfaction.
Having submitted all the required documents, I hope the verification process is complete and my balance will be paid out promptly. That would resolve the matter satisfactorily for me.
Furthermore, I would like to thank you for your cooperation and support, even though the process as a whole took longer than I had originally imagined.
Thank you for your further assistance.
Best regards
Irina.
TranslationDear Casino Guru Team,
Thank you very much for your support and assistance with my complaint so far.
I would very much like to resolve this complaint positively. However, I can only consider the matter fully resolved once I have received my payment. Until the payment is successfully processed, I kindly request that you leave the complaint open.
Once the payment has been made, I will of course confirm the conclusion of the complaint.
Thank you for your continued support.
Best regards
Irina.
TranslationI hereby confirm that I have successfully uploaded my ID as requested, both here and on the casino website. I have also uploaded a recent selfie.
All requested verification documents have now been submitted in full.
TranslationI hereby request that you complete my verification without further delay and release my balance for payout, as all requested documents are valid and complete.
Thanks
Hello Irina,
thank you for your detailed update and for confirming that you have received and submitted your new physical residence permit along with all other requested documents.
I would like to assure you that I am here to assist you throughout this process and I will be happy to continue helping until the matter is clearly and properly resolved. For this reason, I will keep the complaint open until Bankonbet provides a clear statement and the situation is conclusively addressed.
Please also let us know how the situation develops in case the Bankonbet support team contacts you directly outside of this complaint thread, and inform us whether your verification and withdrawal request are accepted.
At this stage, I would now like to invite Bankonbet to provide an official response once the newly submitted verification document has been reviewed and processed, and to clarify the current status of the verification and payout.
Thank you for your cooperation.
Dear irinaurazaeva24119,
We are pleased to inform you that your account has been successfully verified! The review process is now complete, and you may now proceed with your withdrawal requests.
We would like to thank you for your dedicated cooperation and for providing the necessary information throughout this process.
We truly appreciate your patience.
Best regards,
Bankonbet Casino Team
TranslationAfter the long wait, I thank you for completing the verification process. I have now requested my first withdrawal and ask that all subsequent withdrawals be processed as quickly as possible. Only then can I resolve this complaint positively and thank you again.
Hello everyone,
thank you, Bankonbet Casino, for the update and confirmation.
Irina, please let us know how the withdrawal is progressing once it starts arriving.
TranslationDear Casino Team, I would like to inform you that I am still waiting for the withdrawals I requested, even though my account has finally been verified after two months. It would be helpful if you could tell me when I will receive my withdrawals. I would like a withdrawal schedule. Specifically, when will I receive my withdrawals?
Hello everyone,
thank you, Irina, for the update.
Bankonbet Casino, the player confirms that the withdrawals have been requested but have not yet been received. Could you please clarify the current status of the pending withdrawals and, if possible, provide an estimated timeline or withdrawal schedule?
Irina, once you start receiving the withdrawals, please keep us informed here so we can monitor the progress and decide on the next steps accordingly.
Thank you both for your cooperation.
Dear irinaurazaeva24119,
We wanted to kindly inform you that the appropriate department has been notified and is actively addressing the matter regarding your pending withdrawals as a priority.
Moreover, we would like to assure you that we will notify you promptly once they have been processed.
Thank you for your patience and understanding.
Kind Regards,
Bankonbet Casino Team
TranslationDear Bankonbet Team,
Thank you for your feedback.
Unfortunately, your reply does not contain any specific information regarding my outstanding payments.
My account has been fully verified since February 17th and the payouts have been requested for several days.
I therefore request a binding statement as to when exactly my outstanding payments will be processed and transferred.
A general notification that the matter has been forwarded is no longer sufficient for me after this long wait.
Please let me know the planned processing time or payment schedule so that I know when I can expect to receive the funds.
They stated that payouts could take up to 3 business days, and after 3 business days they stated 5 business days.
I've now been waiting 12 days for my payouts.
Casino Guru, I request your support; this process must finally be resolved.
I finally want to receive my payments.
Hello everyone,
thank you, Irina, for your update.
Bankonbet Casino, I kindly ask for a clear and specific update regarding the pending withdrawals, including an estimated timeline or schedule for when the funds will be processed. The previous message did not provide concrete information, and we would appreciate clarity so the player knows what to expect.
Irina, please keep us informed here as soon as the payments start arriving so we can monitor the progress and move toward closing the complaint.
Thank you both for your cooperation.
Dear All,
We would like to provide a clear update regarding this case.
We can confirm that all pending withdrawal requests have been successfully processed and completed as of today.
There are no more pending withdrawals or remaining balance left on the account. Please note that the time it takes for the funds to reach the player's bank account now depends solely on the bank's internal processing times.
Thank you for your patience and cooperation throughout this process.
Best regards,
Bankonbet Casino Team
TranslationYes, BankonBet, I had to wait 3 months and lose another 2,000 euros.
I cannot recommend this casino to anyone.
I give them a rating of 0 out of 10.
I would also like to warn other players: do not play on these platforms that cooperate with this casino; they own over 100 casinos. Pay attention to the license to make sure you don't end up with the same company.
Absolutely unfair conditions that are not adhered to.
This is nothing more than fraud.
Casino Guru only deals with casinos because of the payment process.
This can be seen in the rating.
You receive complaints every day, and most of them are about casinos with the same license as BankonBet casino.
I want to warn everyone.
Hello everyone,
thank you for the update.
Irina, I understand your frustration, however, at this point there is nothing further I can add. According to the confirmation from Bankonbet Casino, all withdrawals have been processed and there is no remaining balance on the account.
Please let me know once the funds arrive in your bank account so I can close the complaint accordingly. Alternatively, you are also free to close the complaint yourself
TranslationWhy can't I claim my bonus on the bankonbet website?
My coins and the profit council
I invested so much money to get this, I want to be able to use it.
I didn't receive the money either.
Hello everyone,
Irina, thank you for your messages. Please note that even though Bankonbet Casino has processed all withdrawals, it can sometimes take up to 2 weeks for the funds to appear in your bank account, depending on the payment provider.
Bankonbet Casino, could you please clarify if the player’s account has any limitations or restrictions that might explain the delay, or how else this situation can be explained?
Dear All,
Thank you for your inquiry.
We would like to clarify that there are no unusual restrictions causing a delay. The player's most recent withdrawals were successfully processed on March 3rd.
Please note that once a withdrawal is processed from our side, it may take a few business days for the funds to appear in the player's bank account, depending on the bank's internal processing times. If the funds have not arrived yet, they should be credited very soon.
Thank you for your patience and understanding.
Best regards,
Bankonbet Casino Team
TranslationWhy can't I redeem my bonus?
The coins that can be converted into money
That 
pielrat woman winnings can be received
None of my winnings were credited to my account.
I should also receive more coins that can be exchanged for bonuses; I have wagered a total of over €40,000.
And all my winnings from Wheel of Fortune spins were not credited to me; I won several cash bonus prizes.
I am waiting for a response from Bankonbet
Hello Everyone,
Irina thank you for your message and for sharing the details of your situation.
Bankonbet Casino Team, could you please clarify here in this thread why the player has not yet received:
- Their winnings from Wheel of Fortune spins,
- The coins eligible for conversion into bonuses, and
- Any other cash or bonus prizes mentioned.
A clear explanation from you will help Irina understand what is causing the delay and allow this matter to be resolved.
Thank you in advance for your cooperation.
Dear all,
We kindly inform you that we are checking on the matter thoroughly and we will have updates for you as soon as possible.
Thank you for your understanding.
Best regards,
Bankonbet Team
TranslationI would like the BankonBet casino to answer this question
Your winnings from the spins of the wheel of fortune,
The coins eligible for conversion into bonuses,
All other mentioned cash or bonus prizes.
I should receive significantly more coins.
I have never received my winnings from the wheel of fortune.
I have invested over €50,000.
I would like you to fix this error and credit my coins and my winnings from the Wheel of Fortune as well.
Hello everyone,
thank you, Bankonbet Casino, for your update. We will wait for your clarification on this matter.
Irina, in the meantime, could you please confirm whether you have already received all withdrawals related to this complaint? This will help us better understand what remains to be resolved.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear All,
We would kindly like to apologize for the delay.
Please be informed that we are currently further reviewing the case and will contact you as soon as possible with further information.
Thank you for your understanding.
Kind regards,
Bankonbet Team
TranslationI do not wish to comment until this matter is resolved.
I would like to draw your attention to the fact that this case has been ongoing for over 4 months and the casino is deliberately showing disinterest.
I wagered over €50,000 in the casino; my coins and winnings from the spinning wheel were not calculated correctly or were never paid out.
I must have earned significantly more coins; the coin count simply stopped at 800 even though I subsequently wagered over €30,000. Furthermore, I never received my winnings from the wheel; they were displayed, but I never received them.
During this long waiting period, I lost over €2000 in real money.
Therefore, I insist that my coins be properly credited for all the bets I have made.
I have bet several thousand euros of real money on blackjack in the live casino.
I never received my winnings from the wheel; they were displayed but not credited to my account.
I insist I played for this and used real money.
A total of over 50,000 euros
Otherwise, I would like to receive a cash bonus of 500 euros with wagering requirements; that is the minimum I must receive.
Hello everyone,
Irina, I understand your frustration, especially considering how long this case has been ongoing.
However, I would like to clarify an important point so we can move forward properly. This complaint was originally opened regarding a €4,000 withdrawal and verification issue, which, according to the casino, has already been processed and completed.
At this stage, the discussion has shifted to coins, Wheel of Fortune winnings, and bonus-related matters, which are a different issue than the original complaint.
Before proceeding further, I need to ask you to clarify the following:
- Have you already received the €4,000 (or the full withdrawal amount related to this complaint)?
- Or was this balance lost during gameplay before it could be withdrawn?
This is essential for us to determine whether the original issue has been resolved.
Please also note that matters related to loyalty coins, bonuses, or promotional features are generally considered separate from withdrawal complaints and may not always be enforceable in the same way as real money balances.
If the original withdrawal has already been paid (or lost), we will likely need to close this complaint as resolved, and any further concerns would need to be addressed separately.
I’ll wait for your clarification so we can proceed accordingly.
TranslationThe payments have been made.
But I haven't received my bonus winnings.
I think that's to be expected when you've invested over 50,000 euros.
Why don't they put any pressure on the casino?
They only put pressure on me when something is demanded, which I consider unfair.
Hello everyone,
thank you for the clarification.
Irina, I appreciate your confirmation that the payments related to the original withdrawal complaint have been completed. This means the main issue for which this complaint was opened has already been resolved.
The remaining discussion now concerns bonus winnings, loyalty coins, and Wheel of Fortune rewards, which is a separate matter from the original withdrawal and verification problem.
Bankonbet Casino, since this additional issue has now been under review for approximately three weeks, I kindly ask you to provide your final clarification regarding the player’s concerns about:
- Wheel of Fortune winnings
- loyalty coins eligible for conversion
- any bonus or promotional rewards the player believes were not credited
As the player clearly continues to dispute this matter, I would appreciate receiving your response as soon as possible.
Irina, please also note that this will be my final attempt to address this secondary issue within the current complaint thread. Since the original complaint has already been resolved through the successful payout of your withdrawals, and this new concern differs from the matter for which the complaint was initially opened, we will need to conclude this case after the casino provides its response here.
Thank you both for your cooperation.
Dear All,
Thank you for the opportunity to clarify this situation.
Regarding the player's claims concerning the Wheel of Fortune winnings, coin conversion, and other promotional rewards, we would like to state that the player has been excluded from our promotional program.
As per our Terms and Conditions, Section 7.3:
"We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable."
Based on this, the player is no longer eligible to receive or redeem any bonuses, coins, or promotional prizes. This decision is final and has been made in accordance with our internal policies.
As we have already addressed and resolved the original complaint to the extent required, we kindly ask the forum moderators to consider this matter closed.
Best regards,
Bankonbet Casino Team
Hello everyone,
thank you, Bankonbet Casino, for providing clarification regarding this matter.
Irina, based on the casino’s explanation and considering that the original issue (withdrawals) has already been resolved, could you please confirm whether I can now proceed with closing this complaint?
Please also let me know if the explanation regarding the promotional rules is clear to you.
Thank you.
TranslationDo you really think that's fair?
I have invested over 50,000 euros and I am not allowed to receive any bonuses without a real justification.
Don't they find that ridiculous themselves?
How can this casino have such a good rating?
How much does the casino pay them to make their ratings so high? I think that's absolutely unfair.
I strongly advise everyone against playing at this casino.
Casino Guru, I expected more, but thank you anyway for support that has been absolutely useless for over 4 months.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear irinaurazaeva24119,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Samuel
