Bankonbet Casino - Player’s withdrawals are delayed.

Hello

Since approximately September, BANKONBET owes me money and I have sent them documentation and selfies, but they have not responded or paid me, and it has been a long time since then.

The same thing happens to me with Sportaza, although they usually reply and claim they are reviewing my account.

The approximate amounts are 1600 and 900 respectively.

Sportaza has been around for less time, but bankonbet has been waiting for my withdrawal since September.

Could you help me?

Thank you

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Dear diegol77, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Bankonbet Casino. Regarding your file involving the Sportaza casino, please submit a new request to process these two complaints separately. This is important to maintain the clarity of the complaints.

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 clarify when exactly you requested the withdrawal? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

Have you made any successful withdrawals before?

I have not made any withdrawals

Could you clarify for me exactly when you requested the withdrawal?

August 10

Have you accumulated your winnings with or without an active bonus?

No

Dear diegol77,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Sent to katarina.d@casino.guru

Thank you very much, diegol77, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello diegol77, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Bankonbet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear diegol77,

Thank you for reaching out to us.

We are sorry to hear about the delay of your withdrawal request.

Please note that with the email address provided we cannot locate any account in our casino.

We would kindly like to ask you to provide us with the email address you registered your account in order to locate your account and investigate your claim.

Thank you for your understanding.

Kind regards,

Bankonbet Casino Team

Dear diegol77,

Thank you for your reply and the provided information.

Please be informed that we forwarded your case to the relevant department.

We received your documents for the verification of your account and marked the review with priority.

We will contact you as soon as possible with further updates on your claim.

Thank you for your patience and understanding.

Kind regards,

Bankonbet Casino Team

I would like to thank both parties for quick responses, this will help speeding up the whole process immensely. :)

Dear Bankonbet Casino, please let us know if any further details are needed for the verification, or once the process has been completed. Thank you.

Dear diegol77,

Thank you for your patience.

We would kindly like to ask you to check your emails where we requested the documents to finalize the verification of your account.

Please provide us with the requested documents and send them within the email.

Thank you for your understanding.

Kind regards,

Bankonbet Casino Team

Good morning

My bank won't let me take a screenshot of my card. What can I do?

Do they want the selfie with my ID?

Thank you

Hello again, if you'd like I can send you a PDF of my card

Dear diegol77,

Thank you for your reply.

Please note that you may change the settings of your bank application in order to allow screenshots.

Regarding the selfie, yes please provide us with a selfie where you are holding your ID.

Thank you for your understanding.

Kind regards,

Bankonbet Casino Team

Dear diegol77, what is the casino requesting of you to send? Maybe I can help clarifying.

Good morning, I sent the selfie to bankonbet's email on Friday.

Furthermore, I also sent a bank statement to verify that I am indeed the account holder.

Matej, they're asking me for a screenshot of my bank card, but my Android won't let me take screenshots of bank cards. Bankonbet is asking for this screenshot, but I don't know how to fix it.

I sent them a photo of my card, but they don't accept photos, only screenshots.

What can I do?

Thanks to both of you

Dear diegol77, what do you mean by "screenshot of a bank card", please?

Usually the casino asks for a photo of the player holding up the bank card in their hand, covering the middle part, showing first few and last few digits. Is this what they have been asking?

My card is virtual, not physical. I don't have it physically. And I can't take a screenshot of my Wise card because of my Android operating system.

What I do?

Good night

I just sent Bankonbet the card screenshot, which was the last document I needed to send them.

I was able to take the screenshot by accessing it via the web and not through the app.

I hope to receive my money soon.

Thank you

I've attached a screenshot of the email they just sent me. I don't understand the purpose of this email since I haven't removed anything.

Please take a look at it

Dear diegol77, the message seems to be referring to a failed withdrawal of 500€. Do you have any pending withdrawals active right now?

Dear Bankonbet Casino, can you please let us know if the KYC verification process has been finished successfully, or is there anything else you need?

I haven't tried to withdraw for 2 months because it won't let me access my account at bankonbet

Thank you

Thanks for the confirmation. Let's see what the casino says, and we'll see what would be the next best steps forward :)

The casino has contacted me to ask me to send them my ID. According to them, it's the final step in the verification process.

Let's hope so.

Thank you

This looks very promising. :) If Bankonbet Casino can later on confirm whether the KYC verification has been successful and what are the next steps, that would be very helpful. Thank you.

Dear Matej,

We are doing a final check of the customer's documents and he will be verified really soon.

Once the account is verified, we will proceed with manual withdrawal of the active balance on it.

We will update you about the process in the nearest time possible.

Best regards,

Bankonbet.com

Dear diegol77,

We are happy to inform you that your documents have been successfully verified.

We would kindly like to ask you to check your emails where we requested further information in order to place a manual withdrawal for your remaining balance.

Please provide us with all information as answer to the email.

Thank you in advance.

Kind regards,

Bankonbet Casino Team

Good morning

I have already sent them the requested information.

Situation is looking good. :)

Dear Bankonbet Casino, please let us know once the payment has been processed on your end. I will then swap the timer towards diegol77 and we'll wait for confirmation that the money have been received. After that, the complaint will be considered successfully resolved and can be closed.

Hello

I've received a deposit of €500. When will I receive the rest?

Thank you

Dear diegol77,

Thank you for your reply.

Please be informed that your payments are already scheduled and will be finalized in the nearest time.

Thank you for your patience and understanding.

Kind regards,

Bankonbet Casino Team

Thank you, everyone, for keeping us up to date.

Dear diegol77, please let us know once you receive the rest of the money, so we can close this complaint as resolved. And of course, in case of further issues or if you do not receive the money by the end of the next week (24/11 - 28/11) let me know as well and I will investigate further.

So far, out of 1680, I have received 500

I will do so

Thank you so much

Good morning,

As of today, I still need to collect €500 to complete all the payments.

Thank you

Dear Bankonbet Casino, can you confirm whether the final 500€ payment has been processed, or if there is anything else preventing it from being sent, please? Thank you.

Good afternoon, they just paid. Debt settled.

Matej, thank you so much for everything, really.

A hug

Dear diegol77,

I'm so happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Bankonbet Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. 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, 

Matej

Casino.Guru