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Hello! I have requested a refund about 5 times, there always seem to be problems or so they claim. The card is active (MasterCard), the same one I used to deposit. They tell me to change the method to an Iban account, I try. It's not possible unless you make a deposit with it. I try again, it's not possible. It's a never-ending loop... If the card is active and payment is made at the casino, there shouldn't be an issue for the refund.

Hola! He solicitado el reintegro como unas 5 veces, siempre hay problemas o eso dicen para ello. La tarjeta está activa ( MasterCard) la misma con la que realicé depósito. Me dicen que cambie método a cuenta Iban, lo intento. No se puede si no realizas depósito con ella. Ll intento, no se puede. Y así en bucle... Si la tarjeta está activa, se realiza pago en el casino nnbtiene que haber problema para el reintegro.

Dear EXITO1316,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello! The account is verified, they asked me to enter a bank account, so I tried but it tells me that first I have to make a deposit with a shower account. I try to do it but it's impossible. At no other time have they given me explanations when I discharged. I just want to recover the money invested and the prize. Greetings

Hola! La cuenta está verificada, me pidieron que introdujera una cuenta bancaria, así lo he intentado pero me dice que primero he de hacer un ingreso con ducha cuenta. Lo intento hacer pero es imposible. En ningún otro momento me han dado explicaciones cuando me di de alta. Tan solo quiero recuperar el dinero invertido y el premio. Saludos

Can you kindly clarify the reason for being unable to make a new deposit using the recommended payment method? Is it because the payment method is not included in the list of approved ones?

If there's any relevant communication or supporting evidence that you'd like to share, my email address is petronela.k@casino.guru.

Hello! The payment method is included in the list. It's Mastercard. I paid and requested a refund with it but they always cancel it. If I try to make a deposit with a bank account (Iban) I can't and it always comes out but feels and they cancel me, so in order to withdraw the funds with the account I first have to make a deposit, which is impossible. Total that they do not make the refund by card nor can I use the bank account as they advise me in support. By the way, totally mechanized messages that do not provide a solution to the questions. It's all nefarious

Hola! El método de pago está incluido en la lista. Es Mástecard. Pagué y solicité reintegro con la misma pero siempre me lo cancelan. Si intento hacer ingreso con una cuenta de banco ( iban) no puedo y sie.pre sale pe siente y me cancelan por lo que para poder retirar los fondos con la cuenta primero he de hacer un ingreso, cosa imposible. Total que nie hacen el reintegro con tarjeta ni puedo utilizar la cuenta bancaria como me aconsejan en soporte. Por cierto, mensajes totalmente mecanizados que no dan solución a las preguntas. Es todo nefasto

Thank you very much, EXITO1316, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you EXITO1316 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bankonbet Casino for their help in resolving this complaint. We would like to know why is the player unable to withdraw and what can we do to help them get a refund.

Thank you!

Thank you very much for your help

Kind regards

Muchas gracias por vuestra ayuda

Saludos cordiales

Dear Customer,

Thank you for reaching out to us.

We have sent you an email requesting your bank details. Kindly provide us the details by replying to the email.

As soon as you provide us with the bank details, we will forward it to our finance department in order to make a manual withdrawal for you.

Furthermore, we deeply apologize for the inconvenience caused. Thank you for understanding!

Sincerely,

Bankonbet

Dear Customer,

We are sending you a kind reminder with a request to provide your bank details that were asked via email in order to proceed with the manual withdrawal.

Sincerely,

Bankonbet

Thank you,

I check emails and send it.

a cordial greeting

Gracias,

Reviso mails y lo envío.

Un cordial saludo

Dear Customer,

We would like to inform you that your withdrawal was successfully paid.

Thank you for your cooperation!

With this, we assume the case to be resolved.

Sincerely,

Bankonbet

Dear Bankonbet Casino Team, Thank you very much for the update. We will keep this complaint open until EXITO1316 confirms their withdrawal has been successful. Please keep me informed about any further developments.

Dear EXITO1316,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.