The player from Germany had requested a withdrawal of 40 euros via Mifinity on January 10, 2026, but did not receive the payment after two weeks despite making multiple inquiries through chat and email. The issue was investigated by the Complaints Team, who sought clarification on the player's account status, KYC verification, and communication with the casino. The player later marked the complaint as resolved, indicating that the withdrawal issue had been successfully addressed. The case was then closed with the resolution confirmed by the player.
Bankonbet Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €40
Bankonbet Casino
Safety Index 8.3 HighCase summary
Discussion
Public
Public
5 months ago
Translation
I requested a withdrawal of 40 euros via Mifinity on January 10, 2026, and despite multiple inquiries via chat and email, I have not received a payment to this day.
Automatic translation:
Public
Public
5 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.
Public
Public
5 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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with the casino? What response did you receive about the delay? Share the communication between you and the casino on the topic with me at tomas@casino.guru or post screenshots here.
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,
Tomas
Public
Public
5 months ago
TranslationI first deposited €20.00 into this casino on January 19, 2026.
I had not activated the granted bonus.
A KYC check was not required.
No payment has been received yet.
Best regards
Werner *****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 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 werners22,
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,
Tomas
