The player from Germany had requested a withdrawal of €1,500 after clearing a bonus. Despite daily communication with the casino, he received vague responses about ongoing issues and was uncertain when he would receive his funds. After several weeks of waiting and multiple withdrawal requests, the casino eventually confirmed that his previous requests had been successfully completed, and new requests were being processed with high priority. The issue was marked as resolved following the player's confirmation of receipt of funds.
Bankonbet Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €2,570
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
Public
Public
11 months ago
Translation
I made a deposit and received a bonus. I successfully cleared this bonus, so the entire amount was transferred to my real money account. Then I wanted to withdraw the money. Initially, I was able to make three withdrawals of €500 each, for a total of €1,500. I thought that was fine, since I wanted to withdraw another €1,070 later until the entire balance was paid out.
Since then, I've been in daily contact with the casino. Each time, I'm told to be patient because there are supposedly problems—but they don't tell me specifically what I can do to speed up the process. They keep assuring me that my money is safe and that I'll definitely get it.
But now more than 16 days have passed, and today they just kept me waiting again.
Automatic translation:
Public
Public
11 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
Could you kindly send me a link or a screenshot of the bonus you activated and played with?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
11 months ago
TranslationI have not yet requested a withdrawal, and none have been successfully processed so far.
According to my account, no verification is required. This was also the case with other online casinos, and withdrawals there worked without any problems.
According to my account I am verified:
It says: It looks like your account doesn't need to be verified. Have fun with our games!
Edited
Automatic translation:
Public
Public
11 months ago
TranslationUnfortunately, your summary is not entirely correct.
So far I have not received any money in my account.
I'm still waiting for the €1,500 so I can then have the remaining amount paid out — which will probably take just as long again.
Automatic translation:
Public
Public
11 months ago
TranslationI still haven't received a payout and have been waiting for three weeks. I haven't heard anything from the casino except for the live chat, and I always get the same answers.
Automatic translation:
Public
Public
11 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
11 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dome1108,
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,
Jana
Public
Public
11 months ago
We’ve reopened this complaint at the request of Dome1108. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Public
Public
11 months ago
TranslationOn my first attempt, I requested three €500 withdrawals. Two of these requests were rejected without a clear explanation – only one was finally paid out after a wait of over three weeks.
Now I've applied for €500 three more times – and again, nothing has happened. More than 14 days have now passed without a payout or any response.
The entire process seems extremely slow, non-transparent, and not very customer-focused. It's incomprehensible why you have to wait so long for your money or why withdrawals are arbitrarily rejected.
I am disappointed and hope that urgent work is being done to improve reliability and communication.
Automatic translation:
Public
Public
11 months ago
Dear Dome1108,
Thank you for reaching out to us.
We would kindly like to apologize for the delay of your withdrawal requests.
Please be informed that regarding your cancelled withdrawal requests we can see that 2 were cancelled by you and 2 were cancelled by your financial provider.
Currently there are 3 open withdrawal requests.
We would kindly like to inform you that your payments have been forwarded with high priority and will be finalized in the nearest time.
We thank you for your patience and understanding.
Kind regards,
Bankonbet Casino Team
Public
Public
11 months ago
Dear Dome1108,
Thank you for reaching out to us.
We would kindly like to apologize for the delay of your withdrawal requests.
Please be informed that regarding your cancelled withdrawal requests we can see that 2 were cancelled by you and 2 were cancelled by your financial provider.
Currently there are 3 open withdrawal requests.
We would kindly like to inform you that your payments have been forwarded with high priority and will be finalized in the nearest time.
We thank you for your patience and understanding.
Kind regards,
Bankonbet Casino Team
Public
Public
10 months ago
Dear Dome1108,
We are happy to inform you that your previous withdrawal requests have been successfully complete.
We can see that you placed new requests. Please be informed that it can take up to three working days for the finalization of your payment.
Thank you for your understanding.
Kind regards,
Bankonbet Casino Team
Public
Public
10 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dome1108,
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,
Jana
