The player from Spain had three pending withdrawals of 500 euros each and was unable to access his remaining balance of 320 euros until those withdrawals were processed, which had not yet occurred. The issue was resolved after the player confirmed satisfaction with the outcome through the complaint system. The complaint was marked as resolved by the Complaints Team following the player's confirmation. The team remained available for future assistance free of charge.
Bankonbet Casino - Player’s withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,820
Bankonbet Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 days ago
Translation
I have 3 withdrawals of 500 euros and a balance of 320 euros in my account that I cannot withdraw until more previous withdrawals are processed, and they are still not being processed.
Automatic translation:
Public
Public
yesterday
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
yesterday
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- When exactly did you submit the three withdrawal requests that are still being processed in your account?
- Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
- What games did you play to accumulate the winnings you are trying to withdraw? Were they slots, live casino games, or sports betting?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
yesterday
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear isaiasutrera,
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,
Veronika
