Bankonbet Casino - El retiro del jugador se retrasa.

Hi, I requested withdrawals 16 and 15 days ago and I still haven't received the money or any communication. I haven't been asked for kyc nor have I used bonuses.

Hola, solicité retiros hace 16 y 15 días y aún no he recibido el dinero ni ninguna comunicación. No me han pedido kyc ni he usado bonos.

Dear caniche7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bankonbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share a screenshot of your withdrawal request with the status visible?
• When was the last time you were in contact with the casino support? Did they provide any justification for the delay?

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,

Tomas

Could you share a screenshot of your withdrawal request with the status visible?

When was the last time you contacted the casino's customer support? Did they give you any justification for the delay?

The day before yesterday, they told me they were very busy, but it's the same thing they always say, they are automated responses.

¿Podrías compartir una captura de pantalla de tu solicitud de retiro con el estado visible?

¿Cuándo fue la última vez que te pusiste en contacto con el servicio de atención al cliente del casino? ¿Te dieron alguna justificación para la demora?

Antes de ayer, me dijeron que estaban muy ocupados, pero es lo mismo que dicen siempre, son respuestas automatizadas.

Thank you very much, caniche7, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.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 caniche7,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Bankonbet Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which caniche7 can expect his withdrawal to be processed?

I've been waiting one full month now. Since I can only request 3 withdrawals at once and with a maximum of 500€ each, I can only withdraw 1500€ at once. It's taking so long that to withdraw the full amount I would have to wait 3 months, completely unfair.

Many people are having trouble with this casino, I've played in many casinos and this is by far the worst withdrawal time I've ever had. This casino doesn't deserve this high rating.

Hello caniche7,

we have already messaged the casino representative who can hopefully give us more information about the matter. I understand your frustration, but all we can do now is wait.

Dear all,

Thank you for reaching out!

Please be informed that the account of the customer is subject to account verification before any withdrawals can be processed.

We kindly ask the customer to follow the steps in the Verification section of the account.

We will make sure to provide updates if we have any.

Best regards,

Bankonbet team

Dear Bankonbet Casino representative,

thank you very much for the update. I hope the matter will be resolved in the near future.

Dear caniche7,

can you please proceed with the required verification steps? If you need any assistance with the process, please message me at martin.l@casino.guru.

Hello, I have already sent my documentation, as of today my card, which is virtual, needs to be approved.

Hola, ya envié mi documentación, a día de hoy falta por aprobar mi tarjeta, que es virtual

Hello caniche7,

it seems that things are moving in the right direction. Please keep us updated on any new developments.

My documents have been approved. However, this message now appears on the verification tab:

Additional but I don't know what it refers to because it doesn't say anything

Mis documentos han sido aprobados. Sin embargo, ahora en la pestaña de verificación aparece este mensaje:

Adicional pero no se a que se refiere porque no pone nada

Dear caniche7,

I believe it means that the casino requires some additional documents on top of those you have already provided.

Dear casino representative,

can you please give us more information on the matter? Which documents is caniche7 supposed to provide?

I already sent the requested documents, a PDF of my card ownership. But days have passed and I still haven't received a response, and it's been almost a month and a half since I requested the withdrawal!

Yo ya envié los documentos que pidieron, era un pdf de titularidad de mi tarjeta. Pero han pasado días y sigo sin respuesta, y ya va casi mes y medio desde que solicité el retiro!

Dear caniche7,

thank you for your response. hopefully things will get moving in the near future.

Dear Casino representative,

can you please give us some updates on the situation? In the meantime, we are extending the timer by 7 days.

Previously, when I sent the document, a message would appear stating that the document was being reviewed. However, now I've received a new notification in the verification tab, indicating that the document has been rejected. But of course, I don't see any messages in the verification tab; everything is blank. It's as if the document was rejected (which is exactly what I sent, so I don't understand the reason for rejecting it), but now it simply won't let me resend anything; it's blank, and the chat doesn't offer any solutions.

Waiting a month and a half for the withdrawal, and now they're delaying verification as much as possible. I know many people in the same situation with this casino. It's unfair that it has such a high rating when it takes so long to pay out. And with the money I have in my account, and considering that each withdrawal takes two months, I'll have to wait until summer to withdraw everything. I've attached a photo of the verification tab.

Anteriormente al enviar el documento aparec´ía un mensaje como que estaban revisando el documento. Sin embargo, ahora me ha llegado una notificación nueva en la pestaña de verificación, que significa que han rechazado el documento. Pero claro, en la pestaña de verificación no me viene ningún mensaje, está todo en blanco. Es como si hubieran rechazado el documento (que lo que envié, es justo lo que me habían pedido, así que no entiendo la razón de rechazarlo), pero ahora directamente no me deja ni volver a enviar nada, está en blanco, y en el chat no me dan ninguna solución.

Un mes y medio esperando el retiro, para que ahora andan retrasando lo máximo posible la verificación. Conozco a mucha gente que está en mi misma situación con este casino, es una injusticia que tenga una valoración tan alta cuando tardan tanto en pagar, y además que con el dinero que tengo en la cuenta, y teniendo en cuenta que cada retiro tarda 2 meses, para retirar todo voy a tener que estar hasta el verano... Adjunto la foto de la pestaña de verificación

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear parties,

are there any updates on the matter? Please keep us updated.

There's nothing new, no

No hay novedad, no

Dear caniche7,

thank you for your response. We are extending the timer again, as we want to explore some other ways to contact the casino. If there are any new developments on the matter, please keep updating us.

Dear all,

We apologize for the delayed reply.

We are checking the case and will provide the details as soon as possible.

Best regards,

Bankonbet team

Dear all,

Thank you for your patience!

Please be informed that the majority of the customer's withdrawals have been paid out.

There are currently two pending withdrawals on the account, which we will process in the shortest time possible.

We apologize for any inconvenience caused by the delay.

Best regards,

Bankonbet team

Dear Bankonbet Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until caniche7 confirms his withdrawals have been paid out.

Yes, they paid me those, but I still have 2 pending withdrawals and if they are going to take another month and a half to pay, I will have to open another complaint within 3 days after the 14 days you give as a margin.

Si, esos me los pagaron, pero aún me quedan 2 retiros pendientes y si van a tardar otro mes y medio en pagar, voy a tener que abrir otra queja dentro de 3d que pasen los 14d que dais de margen

Hello caniche7,

thank you for your continued updates. Please let us know when those two withdrawals are paid out. In case of delays with any other payments, you can of course contact the resolution center again.

Dear caniche7,

We hope you find this message in good health!

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side on 9th April, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Bankonbet team.

Dear Bankonbet Casino representative,

thank you for the update. We will be able to close the complaint as resolved when caniche7 confirms the withdrawals have been paid out.

Dear caniche7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I received the money already.

Si, recibí el dinero ya

Dear caniche7,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Bankonbet Casino for their response. 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, 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, 

Martin

Casino.Guru