The player from Germany requested a withdrawal made three weeks prior on February 13, which had not been processed. He received repeated, unhelpful responses from live chat and email support. The issue was eventually resolved when the player confirmed that the withdrawal was received. The Complaints Team marked the complaint as resolved, appreciating the player's cooperation.
Bankonbet Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €200
Bankonbet Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
February 13th withdrawal still not processed, live chat with same copy + paste answers for 3 weeks. direct email "support" same useless answer if they even bother to reply.
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1 year ago
Dear YOyoyoLAN,
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?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.
Best regards,
Dominika
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1 year ago
Translation
Thanks for your reply Dominika,
no successful withdrawals so far (i canceled a couple of withdrawals before, because they weren't processed in time as well).
Account shows no verification is needed.
No bonus money, real balance.
Here's a transcript:
"Hello and welcome to our customer service! My name is Sylvia and I am here to help you today.
Could you please wait a few minutes while I review your request?
Thank you for your patience! I have reviewed your withdrawal and noticed that there has been a delay in processing. Please rest assured that there is no need to worry - your withdrawal is safe. We ask that you please be patient while the processing continues. Once the process is complete, you will receive a confirmation email immediately. We apologize for any inconvenience this delay may have caused you and thank you for your understanding and patience.
Can I help you in any way?"
Automatic translation:
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1 year ago
withdrawal was received, wonder if this has something to do with this complaint or they randomly thought 4 weeks is a good amount of time to finally process the withdrawal request...
thanks anyway
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1 year ago
Dear YOyoyoLAN,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
