Bankonbet Casino - Los retiros de los jugadores se retrasan.

I have requested 3 withdrawals of €500, the maximum amount I can request. I made them on February 9, 12, and 17. I have not received any yet. I still have €823 pending withdrawal request, but until the first withdrawals are processed I cannot request more.

He solicitado 3 retiros de 500€, la cantidad máxima que puedo solicitar. Los he realizado los días 09, 12, y 17 de febrero. Todavía no he recibido ninguno. Me quedan además 823€ pendientes de solicitar retirada, pero hasta que no se procesen los primeros retiros no puedo solicitar mas.

Dear pedromartinez,

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 KYC verification?
• Did you accumulate 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,

Kristina

Hello,

I haven't withdrawn anything yet.

I have not been asked for KYC

I have not used vouchers.

Thank you

Hola,

No he retirado aún nada.

No me han pedido KYC

No he usado bonos.

Gracias

Thank you for your reply, pedromartinez. Could you please advise us on the current status of your withdrawal request? Is it now marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Nothing, I have asked several times in the chat and they always say that it is being processed, there has been no progress, nor have they contacted me.

I attach a couple of screenshots of the pending withdrawals

Nada, he preguntado varias veces en el chat y siempre dicen que está en procesamiento, no ha habido ningún avance, ni se han puesto en contacto conmigo.

Adjunto un par de capturas de los retiros pendientes

Thank you very much, pedromartinez, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear pedromartinez,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bankonbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bankonbet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

As you can see, Bankonbet does not respond to the request.

There has been progress. My account is still under review by the casino, but at least they've released the three pending withdrawals. The blocked amount is now €823.

But it seems Bankonbet doesn't care about the drop in ratings... because they don't respond...

Greetings

Como podéis ver, Bankonbet no responde a la petición.

Ha habido avances, mi cuenta sigue en revisión por parte del casino, pero por lo menos me han liberado los 3 retiros que tenía pendientes. La cantidad de dinero bloqueda es ahora de 823€.

Pero parece que a Bankonbet les da igual la bajada de rating.... porque no responden...

Saludos

Dear pedromartinez,

We would like to kindly apologize for the delay.

Furthermore, we are pleased to inform you that your withdrawal requests have been completed.

Kind Regards,

Bankonbet Casino Team

Hello,

Yes, the three pending withdrawals have been correctly received.

But surprisingly, while there's no deposit limit, their casino has a three-withdrawal limit of €500. It's curious, to say the least, that you have such withdrawal limits...

As I mentioned earlier, how can I withdraw the €823 that remains blocked?

Thank you

Hola,

Afirmativo, los tres retiros pendientes han sido correctamente recibidos.

Pero, sorprendentemente, mientras que no hay ningún límite de ingresos, su casino tiene un límite de tres retiradas de 500€. Es cuanto menos curioso, que tengas esos límites de retiradas...

Como decía anteriormente, ¿como puedo hacer para proceder a la retirada de los 823€ que permanecen bloqueados?

Gracias

Dear pedromartinez,

We can understand your concern. However, we would like to inform, as per our Terms and Conditions point :-

6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

In your case the following limits apply:

(LEVEL 1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.

Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

Therefore, we would kindly suggest you to please attempt your next withdrawal request of 500 EUR and after 24 hours gap the balance amount of 323 EUR.

We will try our best to process your withdrawal request as soon as possible.

We hope we were able to answer your question.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

Bankonbet team.

Thank you very much for your reply.

But how can I proceed with the rest of the withdrawals if I don't have access to the account because it's under review? Can you please provide access to make the withdrawals?

Thank you

Muchas gracias por su respuesta.

Pero como puedo proceder a hacer el resto de retiradas si no tengo acceso a la cuenta porque está en revisión??Podéis dar acceso para llevar a cabo las retiradas por favor.

Gracias

Dear pedromartinez,

We would kindly request to provide us the bank details requested via mail in order to proceed with the refund of the remaining balance.

Thank you in advance.

Kind Regards,

Bankonbet Casino Team

Hello all.

Thank you for your cooperation regarding this matter.

Dear pedromartinez,

Could you do as requested, please?

Thank you in advance.

Respectfully,

Romi

Yes, I already did. As soon as I received the email, I sent them the payment details.

Greetings and thanks

Si, ya lo hice, en cuanto recibí el correo les envié los datos para el pago.

Saludos y gracias

That is nice to hear, pedromartinez.

Please update us whenever you receive the money.

Thank you.

Regards,

Romi

Yes, I'll let you know as soon as I receive the withdrawal. So far, I've requested it for five days, and I still haven't received it.

Thank you for your work

Si, os lo haré saber en cuanto me llegue la retirada. Por ahora, hace ya 5 días que lo solicité y todavía no me ha llegado.

Gracias por vuestro trabajo

7 days and I still haven't received the money...

7 días y sigo sin recibir el dinero...

Dear pedromartinez,

We would kindly request to provide us the bank details requested via mail in order to proceed manually with your payment as USDT is no longer available for withdrawals.

Thank you in advance.

Kind Regards,

Bankonbet Casino Team

I just sent them to you.

Os los acabo de mandar

Hello.

Thank you all for your cooperation.

Dear pedromartinez,

Kindly inform us whenever you receive your payment.

Regards,

Romi

Dear pedromartinez,

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.

Dear pedromartinez,

We are pleased to inform you that your payment has been successfully completed.

Kind Regards,

Bankonbet Casino Team

Hello, all.

Thank you, Bankonbet Casino, for the information.

Dear pedromartinez,

Please confirm when you receive your withdrawal.

Thank you in advance.

Best regards,

Romi

Dear all,

Unfortunately, we’re forced to reject this case because pedromartinez has stopped responding to our messages and questions. Without pedromartinez's cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Respectfully,

Romi

Greetings, all.

We have received an email from the player that the money has been received now.

Thank you, pedromartinez, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru