The player from Austria had the account suspended after accumulating a substantial win. Since we haven’t received any explanatory response from the casino, we closed the complaint as ‘unresolved’.
BondiBet Casino - Player’s account has been blocked.
Black points: 1577
Amount: €3,500
BondiBet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hi
I made a deposit of € 250, I got a bonus as always. With this money I made myself up to 3500 € after these wins my account was suddenly saved for no reason and I am not given any information as to why and maybe get an answer every 2 days which is always the same and actually nothing to do with the topic do have. I read through the bonus terms and did not violate anything as usual. I had a problem with the Bondibet Casino when I paid out over € 2500 because they kept asking me for other things or I was specifically verified. It took a month in total. And now, after these wins, my account is suddenly blocked. But the money expires in 7 days and if my account is not reopened by then I lose it. Maybe you can help me. thank you
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4 years ago
Dear Mrx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which exact bonus you have activated and played with? Please forward its name or a specific link, I would like to check promotional terms and conditions. Additionally, if there’s any relevant communication, please forward it too. My email address is petronela.k@casino.guru. 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
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4 years ago
Translation
2.2. Deposit bonuses
• 2.2.1. You make a deposit; we will reward you with bonus money. When you make a deposit to receive a deposit bonus, we will adjust the bonus in your account accordingly and you can use it immediately for wagers.
• 2.2.2. You play first with the funds that you have deposited and then with the bonus money that has been added to your account.
2.2.3. Betting requirements:
2.2.3.1. For a withdrawal, you have to wager the deposit amount and the corresponding bonus amount 35 times.
2.2.3.2. Our bonuses have a limited time offer of 7 days. A player must meet the game requirements before the expiration date. If you cannot meet the game requirements by the expiration date, the bonus or a combination of bonus and winnings will be removed when the bonus expires.
2.2.3.3. Reverse withdrawals are not considered deposits and will not be matched against a bonus.
2.2.3.4. If you are currently receiving bonuses and do not want to accept this bonus, you must contact one of the customer service advisors via the casino's built-in chat function BEFORE making a deposit and ask them to remove the bonus from your account, which will sign you out of all future bonuses.
2.2.3.5. If you place bets while a deposit bonus is included in your balance, this deposit bonus cannot be canceled and is subject to wagering requirements along with the associated deposit.
2.2.4. If you are currently not receiving any bonuses, you can request this bonus by contacting one of our customer service advisors via the chat function within the software once you have completed your deposit. This will sign you up for all future bonuses.
2.2.5. Via the chat function in the casino, you can choose whether or not to receive bonuses at any time; all you have to do is contact one of our customer service advisors.
These are the controls, as always, have been playing at the casino for more than 2 months and have not violated them.
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4 years ago
Dear Mrx,
I’m very sorry but you haven’t answered my previous questions. Could you please specify which exact bonus you have activated and played? Furthermore, please forward any additional communication between you and the casino. Please understand, all requested information is essential if we wish to proceed with the case. Thank you in advance.
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4 years ago
Translation
It was a 250% deposit bonus. And the answer above is the conditions.
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4 years ago
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And when I ask the casino why my account was blocked, I don't get an answer and what happens to the money.
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4 years ago
Thank you very much Mrx for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Mrx,
I looked at your complaint and will do my best to help you. I would like to invite BondiBet Casino into this conversation. Can you specify what exactly happened with player’s account?
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4 years ago
Translation
The casino blocked me after I raised myself to € 3500. But I have not violated any guidelines. I think because I won so much they blocked me.
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4 years ago
Hi Daniel,
Please note that we are the support team for our Affiliates and that we don't access to most of your account details, therefore I had to inquire the casino management.
This is the answer they provided me.
"As per our terms and conditions item 2.6.4, The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice. Since at the time of closure the balance on the account was still restricted by a wagering requirement, it was regrettably not available for withdrawal. However, because the balance in question originated in a deposit and deposit bonus, we have since refunded the deposit."
We have not been provided with the reasons for that decision.
Certainly it wasn't the fact that you were winning, you won before and you got paid a very good amount on which we would like to congratulate you.
We see that at the time your account was locked you had a bonus balance of €3402.25, but we also noticed that you were yet halfway through your wagering requirement.
We hope you have been able to clarify your doubts.
Warm regards,
Support Team
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4 years ago
Translation
Yes, but I'm pretty sure I would have met the wagering requirement and therefore I would have had a higher payout and that's why I was blocked for whatever reason. Something like that I can't understand why my account will be blocked without me made and the bonus money is simply gone and will only refund the deposit. A serious casino wouldn't do that. You could just as well open my account with the bonus balance again.
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4 years ago
Dear BondiBet Casino,
We consider your statement as an insufficient reason to confiscate all of the player’s winnings and closed his account. It doesn't create a good user experience and players can rightly be afraid that whenever they play with a bonus and they succeed, the casino suddenly closes the account to avoid paying out. You allowed Mrx to play, deposit and withdraw. He also managed to pass through your verification process without any issues. However, when he won a bigger amount, you suddenly closed his account.
Do you have any other reason to confiscate his winnings? We do not consider the provided reason to be fully relevant. Of course, you may close his account, but firstly you are obligated to pay out his winnings, if there weren’t any other breaches of your T&Cs.
Best regards,
Juli
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4 years ago
Translation
You can tell how serious the site is because they can't even answer cleverly.
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4 years ago
Dear Mrx,
In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.
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4 years ago
Hi Juli,
We have requested the security team for more information. Is very unlikely they will provide us any.
You stated "Of course, you may close his account, but firstly you are obligated to pay out his winnings,", there was no winnings to pay, therefore the casino refunded the full deposit.
Having a balance in bonus is not winnings, and the wagering requirement was also higher than the bonus balance, so there is no reason for the player to claim more than the refund of the deposit.
There is no lost on the player side, overall the player have a very positive balance with the casino.
If we get satisfying answer from the security team I will update it here.
I do believe that the player has the right to complaint when he have suffer any loss from the casino action, this is definitely not the case.
Hope you understand the case.
Best regards,
Support Team
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4 years ago
Translation
I had 3500 € in the account with the bonus and more than 50% of the bonus had been fulfilled or certainly more than 50%. And since the casino is afraid that my payout could be higher, they blocked me because otherwise there is no reason and no one is called. The only reason is and was that my payout if I connected the bonus would be very high and it is not very professional.
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4 years ago
Dear BondiBet Casino,
It is unfair from the casino's side to block player's account with the active bonus without the reason in case when more than 50% of the bonus was fulfilled. Do you have any other reason to block his account? We do not consider the provided reason to be fully relevant. In case, you will not provide any relevant information, we will be forced to close this complaint us unresolved which may affect casino's rating. Thank you in advance for your reply. I hope you understand.
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4 years ago
Translation
I ask you to open my account again with my bonus credit or you suggest something else before everything else is not fair to me. I also appeal to their conscience as a casino site towards players.
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4 years ago
We would like to ask the BondiBet 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 affect its rating.
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4 years ago
Hi Mrx2000 and Juli,
Apologies for the late reply.
I have been in contact with the casino regarding this complaint.
I do understand your point of view but you are basing your arguments in assumptions.
Juli, you stated that player had completed more than 50% of the wagering requirement and that is you assuming, we can't confirm that.
Player is assuming that his account was locked due to be winning. Player had winnings before and his account wasn't cancelled or his winnings confiscated, player got fully paid.
Mrx2000 is in no way in prejudice, his deposit was refunded.
The same way that the players are free to choose where to play the casino is free to choose who to provide their service too. We have proven to be a fair casino, we paid when player won, we refund the deposit and the player had a very good experience with the casino and overall he won on the casino.
The security team doesn't have access to players balances, wagering requirements and all of those financial metrics to make their decisions. They also don't disclosure their reasonings to cancel accounts, so we will never know.
We however sympathise with player frustration and disappointment but unfortunately there is nothing we can do to reverse the decision that was taken.
Mrx2000, we wish you all the best of luck for the future and congratulate you on your short but positive journey with our casino.
Warm regards,
Support Team
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4 years ago
Translation
It's just ridiculous yes I got my down payment back but I was up to 3500 € with the money and they come with such statements. This is sad and you cannot call yourself a fair casino. Already with my first win I had to wait 1 month or longer for the payout and with the second win I am suddenly blocked even though I also had to do the 10 day special verification. Then what was it just to delay the time and then I will be saved. So her statements are just kidding.
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4 years ago
Hello,
I am sorry but I am forced to close this complaint as unresolved. I did everything that was possible in this situation, and we are not moving further. The casino cannot share any type of evidence with us. In this case, we cannot further investigate your complaint.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you won't come across a problem like this again. The casino can reopen this complaint anytime.
Best regards,
Juli
