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I have three pending withdrawals, the first on February 16th, and they keep giving me the runaround regarding the delay, high demand for withdrawals, that they're going to escalate it to the financial services department to prioritize it, etc.

It doesn't require KYC verification as I've been told and everything is in order for withdrawal, I haven't used any bonuses either.

I have another €2000 balance pending withdrawal that I cannot request as only a maximum of 3 pending withdrawals are allowed.

Tengo 3 retiros pendientes, el primero el 16 de Febrero y siguen dándome largas respecto a la demora, alta demanda de retiros, que lo van a escalar al servicio financiero para darle prioridad etc etc.

No requiere verificación KYC como bien me han dicho y todo esta en regla para retirar, tampoco he usado ningun bono.

Tengo otros 2000€ de saldo pendientes de retirar que no puedo solicitar retiro ya que solo se permiten 3 retiros pendientes máximo

Dear NSanchis,

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?

Did you play casino games or bet on sports?

Have you ever passed any KYC verification in this casino?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi, these are my first withdrawals. Sports only, no casino.

I have not passed KYC as it is not necessary according to them

Hola, estos son mis primeros retiros. Solo deportes nada de casino.

no he pasado KYC ya que no es necesario segun ellos

Chat examples, I talk to them almost every day and the response is the same, everything is fine but wait

ejemplos de chat, les hablo casi todos los dias y la respuesta la misma, todo bien pero que espere

Now they have rejected my withdrawals saying that my bank has rejected them (totally false)

Ahora me han rechazado los retiros diciendo que mi bancho los ha rechazado(totalmente falso)

Dear NSanchis, were all three withdrawal requests rejected?

Have you submitted new withdrawal requests?

Have you tried using another payment method?

The first three were rejected. Last week I made three more withdrawals using different payment methods. I'm still waiting.

Si las 3 primeras fueron rechazadas. La semana pasada volvi a hacer 3 retiradas utilizando metodos de pago diferente. Aun sigo esperando.

Dear NSanchis, do you have any updates regarding the withdrawal requests, please?

I'm still waiting for the three withdrawals I requested again. Each one used three different methods. The first withdrawal was on March 12th. No response.

Sigo esperando los 3 retiros que solicité de nuevo. Con 3 métodos distintos cada uno. El primer retiro 12 marzo. Sin respuesta

Thank you very much, NSanchis, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 NSanchis,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bankonbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Customer,

Thank you for reaching.

We would like to inform you that your remaining pending withdrawals were forwarded to be checked with priority. Please be on the lookout for an email with updates from us.

We appreciate your patience.

Best regards,

Bankonbet.com

Dear Customer,

Thank you for your patience.

We would like to inform you that all your pending withdrawals were processed from our side on 09.04.2025.

Please be informed that we sent you an email with information request on 09.04.2025. Looking forward to your reply.

Best regards,

Bankonbet.com

Dear NSanchis,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru

We’ve reopened this complaint at the request of NSanchis. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.