Bankonbet Casino - El retiro del jugador se retrasa.

I have been waiting since August 13th to receive my prize of €362. They simply tell me there is a delay, and yet they have already verified my account.

Estou desde dia 13 de agosto a aguardar que me seja dado o meu prêmio de 362€. Simplesmente dizem que tem um atraso.e ainda bem a verificação da minha conta fizeram.

Dear manulinda, 

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 full KYC verification?

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, 

Veronika

Good morning, Veronica.

I wasn't able to make any kind of withdrawal. It was my first time playing at the casino. I made a deposit and got a bonus, I think. I can't even remember. But I don't hear back from the casino, they just tell me that my winnings are safe. I have to wait because there is a delay in payments. My account hasn't been verified yet. They haven't asked me for anything.

Bom dia Veronica.

Não consegui fazer qualquer tipo de levantamento. Foi a primeira vez que joguei no casino. Eu fiz um depósito e obtive um bônus, penso eu. Já nem me recordo. Mas não obtenho resposta do casino só me dizem que o meu ganho está seguro. Para aguardar que existe um atraso nos pagamentos. A minha conta ainda não foi verificada. Não me solicitaram nada.

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support that could be relevant to the investigation at veronika.l@casino.guru.

Thank you for your email. Do I understand correctly that the casino processed your withdrawal request yesterday? Have you received your winnings yet by any chance?

Good morning Veronica

The casino made the transfer to my card yesterday. Thank you

Bom dia Veronica

O casino fez a transferência ontem para o meu cartão. Obrigada

Dear manulinda,

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, 

Veronika

Casino.Guru