Bankonbet Casino - Player's withdrawal is delayed.

It's been 15 days since the casino says that the withdrawal requests in the queue are all fine, but today it's the first time something like this is happening, they don't seem clear to me about my request of how many days can be left, they give confirmation on this matter

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Dear Geniax,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I then inspected several withdrawals from this casino, and to be honest, I haven't had any problems so far. However, the situation seems strange to me because 15 days is a really long time, and when I contacted them, as you read, they didn't give me any definitive answers. They simply said it was in the queue and that everything seemed fine, but it's strange and anomalous behavior. I haven't authenticated myself because they never asked me to, and I've never had any problems like this before.

The winnings come from my own money on the casino site I did not have any active bonus and they come from casinos and live casinos

Thank you for your reply, Geniax. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?

The latest withdrawals made either Postepay or as the last Revolut withdrawal via bank transfer I attach the screenshot

I have never had any problems withdrawing with Postepay and in the last two withdrawals before this one with Revolut

As for the timing, I can't give you precise dates, but certainly a week bars a maximum of 10 days as far as I remember, but when you ask them for precise times, they don't give them to you, they tell you that the withdrawal procedure is underway that you are in line and that everything is proceeding as it should, but as of today almost three weeks have passed for this withdrawal in progress

In practice, they basically canceled my withdrawal, claiming it was due to a technical issue, and I had to re-transfer it. I had pending funds, or a new one, and they made a single transfer as a withdrawal. In any case, they continue to remain on the alert and are happy to provide answers. A screenshot of the communication is provided.

Logically, the screenshot of the withdrawal starts from the date on which I re-made the request, at which point, as previously mentioned, the money returned to the account without having been transferred after more than three weeks.

Dear Geniax,

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,

Kristina

Dear Geniax,

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 Bankonbet 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 processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

MY PLEASURE

Answer and good morning

so they answered like this and by answering yes it seems that within 34 working days they have to provide the credit for the bank transfer request

Dear Geniax,

Thank you for reaching out to us.

We are sorry to hear about your frustration and delay.

We kindly apologize for the inconvenience.

Please be informed that your payment has been forwarded as priority and we expect the finalization in the nearest time.

We thank you for your understanding.

Kind regards,

Bankonbet Team

Hello everyone,

thank you, Bankonbet Casino, for the update.

Dear Geniax,

thank you for the information as well. According to the casino’s latest response, your withdrawal has been marked as priority and should be finalized soon.

Since it is already the weekend, I kindly ask you to allow the casino a bit more time for the transaction to be completed, as processing times may be slightly longer during this period.

Please keep me updated once the funds are received, or if there are any further delays.

Thank you.

It's not a problem, just be clear, let's see if they keep everything

Good morning, as of today nothing has been credited, the times are dragging on.

Hello everyone,

thank you for the update.

Dear Bankonbet Casino,

could you please clarify the current status of the withdrawal and provide a specific timeframe for when the payment will be finalized?

Thank you in advance for your cooperation.

Samuel, I'll clarify this for you. I've been waiting for almost 30 days and they sent me the verification request, otherwise they can't pay! I wonder, for transparency's sake, couldn't they have requested it immediately? I uploaded what the casino requested except the photo of both sides of the credit card as it is a Postepay digital card. Instead, I sent them the statement of the card transactions in PDF format.

Dear Geniax,

Thank you for your patience.

We would kindly like to apologize for the delay in your case.

Please be informed that you will receive an email with further information in the nearest time.

We thank you for your understanding.

Kind regards,

Bankonbet Team

Honestly, I feel like your casino is cheating me. I don't think this is normal. This kind of behavior here astounds me.

Despite these behaviors, one thing I noticed that was easy for you was that you blocked the ability to deposit into your account. Since the timing coincides with when I opened the dispute on casinòguru, it must be a "case."

Who knows what else you will ask for just to avoid paying

In fact, now you have completely blocked me and are preventing me from accessing my account for better transparency!!

from the casino

what a disappointment

Hello everyone,

Dear Bankonbet Casino, thank you for your response and update.

Dear Geniax, I understand your concerns. Please wait for the casino’s email and follow their instructions regarding the verification process and let me know what information or documents they request.

Thank you for your cooperation.

I can no longer access anything. I have sent the requested documentation and am waiting for clarifications on the matter.

To date, the 147 euros of the withdrawal have not been credited.

Hello everyone,

thank you for the update.

Dear Geniax, thank you for the information. Please keep me updated if you receive any new communication from the casino.

Dear Bankonbet Casino, could you please provide at least an estimated timeframe for when the verification will be completed and the withdrawal processed?

Thank you for your cooperation.

As you can see, a week ago they said one thing, a few days later they said another, in short, that this money has not yet been credited.

Dear Geniax,

Thank you for your reply.

We would kindly ask you to check your emails where we informed you which documents are needed in order to complete the verification of your account and proceed with your withdrawal request.

Thank you for your understanding.

Kind regards,

Bankonbet Team

Hello everyone,

Dear Bankonbet Casino,

thank you for the update.

Dear Geniax,

please check your email carefully and make sure that you have provided all the documents requested by the casino. If anything is missing, please submit it as soon as possible so the verification can be completed and the withdrawal processed.

If you have already sent everything, please let me know and also inform me what exactly you submitted.

I sent everything they asked for, now they want the card transactions again that I already sent them and they ask not to modify them, I only hid the balance, it's my business so they shouldn't make up excuses, they're good at it.

Anyway, as requested, I'll send it so they can see the balance so they'll be happy and come up with some other excuse.

Hello Geniax,

thank you for the update.

I understand your frustration, however, please note that in many cases casinos require unedited documents as part of their verification (KYC/AML) process, including full transaction histories without any redactions. Hiding even seemingly unrelated details, such as balances, can lead to the documents being rejected.

At this point, I would recommend submitting the document exactly as requested, without any modifications, so the verification can proceed without further delays.

Dear Bankonbet Casino,

once the player submits the requested document in the required format, please proceed with the review and confirm whether everything is now sufficient to complete the verification and process the withdrawal.

Thank you both for your cooperation.

Sent movements without changes

let's see what new things they come up with

we are waiting for these 147 euros

Dear Geniax,

Thank you for your reply.

Kindly be informed that until now we did not receive any reply to our email nor documents.

Please provide the documents attached as reply to our email.

Thank you for your understanding.

Kind regards,

Bankonbet Team

I replied to the email you sent me, as you can see in the screenshot, there is my reply to your email and you requested to see the movements and I sent you the list of movements

Postponed again As per screenshot

Hello everyone,

thank you, Bankonbet Casino, for your response.

Dear Geniax,

thank you for the update and for providing the screenshots. At this point, I would kindly ask the casino to carefully re-check their communication, including the player’s reply and attachments. It appears that the player has already responded and submitted the requested information.

Bankonbet Casino, could you please confirm whether the documents have been received and, if so, whether they are sufficient to proceed with the verification? If anything is missing or needs to be resent in a specific format, please clearly specify what is required so the player can comply without further delays.

Thank you both for your cooperation.

Dear Geniax,

Thank you for your reply.

After further review we can confirm that no email was received from the email address connected to your account.

Could you kindly let us know from which email address you send the documents? Additionally we would kindly ask you to resend the email again.

Thank you for your understanding.

Kind regards,

Bankonbet Team

Forgive me, but where do you think I responded to you or where do you think I wrote to you? You sent me a request via email, the one from the screenshot. I've responded twice to that email you sent me now out of the blue. This email isn't arriving, I've received all of them except these two. I would have uploaded the PDF file of the transactions here, but it won't let me upload it. I should take screenshots, which you don't like, so I don't know what else to do. You send me the email. I'll reply. I'll reply again and then, if the email doesn't arrive, I'll resend it a third time. I can't do more than that.

I've now sent them to your email addresses, let's see if we can close the matter

At the support box they don't know what to do!!!

The email with the transactions does not arrive at the mailbox where they request the document!!!

These are the movements are not in PDF because here it does not let me upload the files, at least not to me, to the email where they asked me for the PDF I sent it three times but they say it does not arrive, to the email of the file support they say they do not know what to do, to the KYC verification email SENT BY EMAIL THEY RESPOND LIKE THIS

In my opinion, they're doing this on purpose to waste time because a situation like this can't be explained.

Samuel if you can help me I don't know what to do anymore if you want give me your email address the PDF file I'll send it to you and you forward it to him.

It's an absurd situation

Hello everyone,

Thank you all for the updates.

Bankonbet Casino, I would like to clarify one important point regarding the communication issue, as there appears to be a repeated mismatch between the player’s actions and your system logs.

The player states that the documents were sent multiple times in response to your KYC request email, including replies to the original message.

At this stage, could you please:

• confirm whether your system logs show any incoming emails from the player’s registered address or any alternative addresses used,
• check whether the issue may be related to spam filtering, attachment rejection, or mailbox limitations on your side,
• and, if possible, provide an alternative verified channel for document submission (for example a secure upload link or support form that guarantees receipt confirmation).

Geniax, thank you for your detailed explanation and for resending the documents. Please avoid further resubmissions until the casino confirms the correct delivery method, so we can prevent duplication or loss of data.

I will now wait for the casino to clarify the technical side of the email reception and provide a reliable way forward for completing the verification.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Geniax,

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