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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

Ce ne sono passati 15 giorni il casinò dici che la richieste di prelievo in coda è tutto a posto, ma ad oggi la prima volta che sta succedendo una cosa di questo tipo non mi sembrano chiari alla mia richiesta di quanti giorni possono mancare danno conferme in merito

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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.

Poi ispettorato svariati prelievi su questo casino e ad onor del vero ad oggi non ho avuto problemi la situazione però mi sembra strana perché 15 giorni sono davvero tanti e contattati come hai letto non hanno dato risposte certe hanno detto soltanto che è in coda e che sembrerebbe tutto a posto comportamento strano e anomalo. L’autentificazione non l’ho fatta perché mai me l’hanno richiesta e mai ad oggi ho avuto di questa sorta di problema.

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

Le vincite derivano da soldi miei sul sito del casinò non avevo attivo nessun bonus e derivano da casinò e casinò live

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

Gli ultimi prelievi effettuati o Postepay o come ultimo prelievo Revolut tramite bonifico ti allego lo screen

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

Non ho mai avuto problemi nel prelievo con Postepay e nelle gli ultimi due prelievi prima di questo con 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

Sulle tempistiche, non riesco a darti delle date precise, ma di certo una settimana barra massimo 10 giorni che ricordo io, ma quando a loro chiedi didatti dei tempi precisi, non te li danno ti dicono che il procedimento del prelievo è in corso che sei in fila e che tutto procede per come devi procedere, ma ad oggi sono passati quasi tre settimane per questo prelievo in corso

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.

Alla pratica una novità praticamente mi hanno annullato il prelievo dice per un inconveniente tecnico e ho dovuto rifare l’accredito. Avevo dei soldi in sospeso o un nuovo fatto un unico accredito come prelievo. Comunque sia continuano a rimanere sul valgono a dare risposte allegro screenshot della comunicazione.

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.

Logicamente lo screenshot del prelievo riparte dalla data in cui l’ho rifatto la richiesta momento in cui, come detto precedenza ai soldi sono rientrati in account senza essere stati bonificati dopo più di tre settimane

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

PIACERE MIO

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

Risposta e buongiorno

quindi hanno risposto così e rispondendo sì sembra che entro 34 giorni lavorativi debbano provvedere all’accredito della richiesta del bonifico

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

Non è un problema basta essere chiari vediamo se mantengono il tutto

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

Buongiorno ad oggi nulla è stato accreditato i tempi si stanno dilungando

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.

Samuel te lo chiarisco io a quasi 30gg che attendo mi hanno mandato la richiesta di verifica altrimenti non possono pagare !! Mi domando per la trasparenza non potevano richiederla subito ? Ho caricato quanto dal casinò richiesto tranne la foto di entrambi i lati della carta di credito in quanto è una carta postepay digital in sostituzione gli ho girato l’estratto dei movimenti carta in pdf .

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

Onestamente mi sento preso in giro dal vostro casinò credo non sia una cosa normale. Un atteggiamento di questo tipo qui mi sbalordisce

. Nonostante questi comportamenti una cosa che ho notato che vi è riuscito facile è stato quello che avete bloccato la possibilità di depositare sul vostro account. Come tempistica coincide con quando ho aperto la controversia su casinòguru sarà un " caso "

chissà cosa altro chiederete pur di non pagare

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

Anzi, ora l’avete bloccato completamente mi avete impedito e mi state impedendo di accedere al mio account per una migliore trasparenza !!

da Parte del casinò

che delusione

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.

Io non posso più accedere a nulla ho inviato la documentazione richiesta rimango in attesa di delucidazioni in merito