The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn’t been received yet. Verification went smoothly, and she said previous payments had been received normally, but this withdrawal was still being processed after 3 days. We explained that withdrawals could take several days and advised waiting for the casino’s standard processing time. The complaint was later marked as resolved by her, so we closed it as resolved.
Bankonbet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
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3 weeks ago
Translation
I applied for my 1000 euros on July 20, 2026 at 5:23 am.
These 1000 euros will no longer be displayed in requested payouts.
They are listed under completed payouts with the status "Processing".
Every day I'm told that the finance department is working on it with high priority. But nothing happens…
The payment number in question is: 1044601354
Automatic translation:
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3 weeks 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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3 weeks ago
Dear Tkay1990,
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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3 weeks ago
TranslationVerification went smoothly. I've always received my payments, and they were always the same amount. This is the first time I've had problems. Why is my request only being processed in 3 days?
Edited
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tkay1990,
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,
Jean
