The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported multiple withdrawals marked as completed but delayed in payment, with a total balance of around €9,000 pending. It was confirmed that withdrawals were being processed regularly but with a delay of approximately 12 days, which was longer than advertised but consistent. We closed the complaint as the casino was paying out winnings regularly, while advising the player to contact us again if further issues arose.
Bankonbet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,994
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
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2 months ago
Translation
Unfortunately, I have to file a complaint here, as Bankonbet keeps putting me off.
-First of all: I still have access to my account, the money was won without any bonuses (slots), no VPN was used and no verification has been requested so far.
There are currently 3 payouts being processed:
€500 - June 6, 2026
€499 - 7.6.2026
€498 - June 8, 2026
The support team gave me the usual excuses and stalling tactics:
High volume of withdrawals and they are taking care to ensure that the payments are made as quickly as possible - similar to many other complaints about Bankonbet.
In addition to the 3 payouts, there is still approximately €10,000 of real money credit in the casino account.
Considering the lack of KYC, the balance amount, Bankonbet's payment time and the "limited" payout option, I would be surprised if the whole thing is paid out within 2 months.
I hereby request Casino Guru's assistance with this problem.
Payouts so far have worked relatively well, with a payout time of approximately one week.
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2 months ago
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.
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2 months ago
Dear NetUser,
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
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2 months ago
TranslationBrief addendum:
€500 - June 6, 2026
€499 - 7.6.2026
€498 - June 8, 2026
All were marked as "Completed" on June 18, 2026, and were booked with me on June 19.
Further payments have been requested:
€500 19.06.2026
€499 20.06.2026
€498 21.06.2026 (Applied for tomorrow)
I would like to keep this case open until I have received the entire balance (without tomorrow's payout, it currently stands at €9000).
I will keep you updated and hope that the new payouts will be processed much faster than the last ones.
Until the balance is fully paid out, I will provide updates here (also to inform other players if necessary).
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2 months ago
Dear NetUser,
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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2 months ago
TranslationGood day,
As mentioned above, I have new payouts pending (€1497) + €8500 balance in my account. I'll keep you all updated. Best regards
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2 months ago
Dear NetUser, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
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2 months ago
TranslationGood morning,
Have you ever successfully made a withdrawal?
Yes, I have, most recently on June 18th.
Could you please confirm that you have passed the KYC verification?
No, this has not yet been requested by Bankonbet.
Did you achieve your winnings with or without an active bonus?
No, no bonus was used for that.
Did you play casino games or bet on sports?
About casino games
Could you please forward me your communication with the casino regarding the delayed payout? Please send emails or chat logs to my email address at karla.m@casino.guru Or post screenshots here.
The responses were simply the standard ones: your payment is safe, we are very busy, etc.
The current status remains:
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1 month ago
Dear NetUser,
Thank you very much for your response and for the additional information.
You mentioned that you had sent me your communication with the casino. However, I have carefully checked my inbox and, unfortunately, I could not locate any email from you.
Could you please let me know which email address you used to send the documents? If possible, I would also appreciate it if you could provide a screenshot of your Sent folder or any other proof showing that the email was sent. Alternatively, you can simply resend the communication to karla.m@casino.guru or attach it directly to this complaint thread.
Thank you very much for your cooperation. I look forward to your reply.
Karla
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1 month ago
TranslationGood morning,
I haven't had to send any documents so far. My email address is the one I provided at the beginning, the one my casino account was created under. I simply inquired again about my withdrawals. Attached is the last email response:
Further interim report:
€500 19.06.2026
€499 20.06.2026
€498 21.06.2026
All three have not been paid out yet.
Edited
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1 month ago
TranslationUpdate:
€500 19.06.2026
€499 20.06.2026
€498 21.06.2026
All payments were made on July 1, 2026.
So, just like the last batch, the processing time is exactly 12 days.
New payouts:
€500 1.7.2026
€499 2.7.2026
€498 3.7.2026 (Will be processed tomorrow)
I'll keep you updated!
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1 month ago
Dear NetUser,
Thank you very much for your regular updates.
I am glad to hear that the casino has processed another batch of your withdrawals. Based on your updates, the withdrawals appear to be consistently processed after approximately 12 days, with the previous batch and the most recent batch both following the same timeframe.
I understand that this waiting period is far from ideal. Although the casino advertises shorter processing times, delays of around 12 days are unfortunately not uncommon within the online gambling industry, and at this point the casino appears to be paying the withdrawals on a regular basis.
For this reason, I will now close this complaint. However, if the casino stops processing your withdrawals, significantly changes the payout pattern, or you encounter any further issues with receiving your remaining balance, please do not hesitate to contact us again. We will be happy to reopen the complaint and continue assisting you.
Thank you for your cooperation throughout this case, and I wish you that the remaining withdrawals are processed without any further complications.
Karla
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1 month ago
Dear NetUser,
Thank you very much for contacting us again. I am sorry to hear that you are still experiencing delays with your withdrawals.
To help me better understand the current situation, could you please clarify a few points?
- Could you please confirm the total amount you are currently waiting to withdraw?
- Could you please list the dates on which you requested your currently pending withdrawals?
- Could you also provide screenshots of your pending withdrawals as they appear in your casino account?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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1 month ago
Dear NetUser,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 weeks ago
TranslationHello, things are extremely bumpy at the moment. Occasionally a withdrawal is confirmed, but withdrawals are also constantly being canceled due to alleged "bank problems" on my part. I currently have 3 active withdrawals pending since last week.
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3 weeks ago
Hello NetUser,
We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 weeks ago
Dear NetUser,
Thank you very much for your update.
Could you please provide a screenshot of your three currently pending withdrawals as they appear in your casino account?
I would also appreciate it if you could send me any recent communication you have had with the casino regarding the canceled withdrawals and the alleged banking issues. You may attach the screenshots directly to this complaint or send them to karla.m@casino.guru.
This information will help me better understand the current situation and investigate your case.
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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2 weeks ago
TranslationHello Casino Guru,
There are currently 3 pending withdrawals. The process is very inconsistent; sometimes they process a request, then it's arbitrarily canceled. However, all current requests are less than 14 days old. The current status is: €4500 is still outstanding, the rest has been successfully paid out so far.
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1 week ago
Dear NetUser,
Thank you very much for your update.
Could you please confirm the total amount that has been successfully paid out to you by the casino so far?
This will help me determine exactly how much of your original balance has already been received and how much remains outstanding.
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear NetUser,
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,
Karla
