Hello,
Thank you for your feedback. I'd be happy to explain the situation in more detail.
I requested several withdrawals from Bankonbet. The first withdrawal was requested on May 20, 2026, at 4:44 PM. The amount is €500. After that, I was able to request further withdrawals every 24 hours, for a total of three pending withdrawals of €500 each.
All payouts are still in "Processing" status. No payout has yet been approved or transferred.
I contacted support several times. Initially, I was told that the website was undergoing maintenance and therefore my account could not be verified. Later, I only received generic replies stating that my case was being handled by the relevant department.
In their last response, Bankonbet stated that the finance department was aware of the delay, that everything appeared to be in order, and that the payout would "definitely go through." However, they still did not provide a specific payout date. No additional documents have been requested so far.
My concern is that for several days now I've only been given the runaround, without a concrete deadline or clear explanation. I have documented all emails, screenshots, transaction data, and the chat history.
Could you please tell me whether I should already file an official complaint with Casino.Guru in this case, or whether I should wait? I would also like to know if Bankonbet is aware of this behavior and how long such withdrawal delays typically last there.
Thank you.
Hello and thank you for such a precise description. I understand that the current, let's say, overall delay is not convincing, especially when those withdrawals are still in pending status. One might imagine that a pending withdrawal request is insufficiently valid and can be canceled anytime, for example. On the other hand, there is still a rather probable explanation, such as maintenance, since we have no idea how complex it was or whether finances or a payment system were included. Given these circumstances, it can be risky to provide a concrete time frame, so the casino may decide to avoid guessing. Who knows...
I would be optimistic as long as the casino is somehow in touch with you. Still, if it helps, you are welcome to submit a complaint request anytime you like. We allow casinos 14 days to resolve delayed payouts. However, I want to be honest with you: the first few steps in the complaint process always involve some waiting period.
I would say the casino should suggest the best available payment option to avoid unecessary delay but we have no clue how delayed the finances have become due to maintenance. So, my colleagues will assess the situation and, if necessary, will contact the casino.
