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Hi, my account is fully verified. However, my withdrawals, which have been pending since March 8th, are not being processed. Further withdrawals have also been blocked in my account. I don't understand why, as I uploaded documents several weeks ago, they were accepted, and my verification is complete. I need help getting my money back.

Hi, mein Account ist vollständig verifiziert. Trotzdem werden meine Auszahlungen nicht bearbeitet die seit 08. März ausstehend sind. Weitere Auszahlungen wurden in meinem Account ebenfalls blockiert. Ich verstehe nicht wieso weil ich vor mehreren Wochen schon Dokumente hochgeladen habe, diese akzeptiert wurden und meine verifizierung abgeschlossen ist. Ich benötige bitte Hilfe an mein Geld zu kommen.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear shwoopnic2004,

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 fully understand the situation.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you made any successful withdrawals before?
• Could you please confirm the date your completed KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear shwoopnic2004,

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.

Hello, I have now completed my verification and received 3 payouts of €500 each.

I still have €5900 in my account and haven't received a payout for 9 days.

Hallo ich habe mittlerweile meine verifizierung abgeschlossen und 3 Auszahlungen zu je 500€ erhalten.

Ich habe noch 5900€ auf dem Account und seit 9 Tagen keine Auszahlung mehr erhalten.

Thank you for clarifying.

Have you accumulated your winnings with or without an active bonus?

Did you ask customer support why further withdrawals are restricted? Please post relevant communication here or send it to [email protected].

Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you in advance for your answer.

Even a payout from May 1st is still pending, and all this despite my account having been fully verified weeks before.

I request assistance in receiving my withdrawals. I did not need to use a bonus to achieve my winnings.

Selbst eine Auszahlung von 1. Mai ist noch ausstehend und das alles obwohl mein Account bereits Wochen davor vollständig verifiziert wurde.

Ich bitte um Unterstützung meine Auszahlungen zu erhalten. Ich musste keinen Bonus verwenden um mein gewinne zu erzielen.

Dear shwoopnic2004

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 Igor, ([email protected]). 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,

Jean

Dear shwoopnic2004,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bankonbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Bankonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Bankonbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Bankonbet

Dear Bankonbet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Today, one withdrawal was processed and unfortunately two withdrawals were cancelled. No reasons were given.

Heute wurde eine Auszahlung bearbeitet und leider 2 Auszahlungen storniert. Es wurden keine Gründe angegeben

Dear all,

Thank you for contacting us.

We would like to inform you that the withdrawals that was cancelled it was from provider side, Please continue to create your withdrawals as we investigate with the provider the reason of cancelation .

Kind regards,

Bankonbet

Dear shwoopnic2004,

According to the casino, your withdrawals were cancelled from your side.

You should now be able to submit new withdrawal requests and receive your remaining funds.

Please let me know whether this information is correct.

That's a blatant lie!! I definitely didn't cancel any withdrawals, the casino did! I've already submitted new inquiries.

Das ist eine dreiste Lüge!! Ich habe ganz sicher keine Auszahlungen storniert das war das Casino! Neue Anfragen habe ich bereits gestellt

Dear shwoopnic2004,

My apologies for the misunderstanding. The casino meant that the payment was cancelled by the provider (bank).

Dear Bankonbet Casino,

Please let us know once there is any news regarding the new withdrawal. Thank you for your cooperation so far.

Dear all,

Thank you for the patience.

We would like to advice you that the withdrawals of the player is successfully completed, regarding the last pending withdrawal it will be proceeded soon.

Kind regards,

Bankonbet

Dear Bankonbet Casino,

Please let us know once the last withdrawal has also been fully processed.

Dear shwoopnic2004,

According to the casino, your last withdrawal is currently pending and will be processed soon.

If you receive the withdrawal in the meantime, please let us know.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear all,

Thank you for contacting us.

We would like to inform you that players withdrawals is successfully completed.

Kind regards,

Bankonbet

Dear shwoopnic2004,

The casino confirmed that the remaining withdrawal was processed on their side.

Please let us know whether this information is correct and whether you received your money.

As I mentioned earlier, you can also use the Resolve button to automatically mark this complaint as resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear shwoopnic2004,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor