Home Complaints BondiBet Casino - Player’s account has been closed without explanation and winnings from free spins confiscated.

Amount: €100

BondiBet Casino - Player’s account has been closed without explanation and winnings from free spins confiscated.

6.1/10 Questionable reputation Submitted: 17 Oct 2019 | Unresolved : 29.10.2019
Our verdict

Insufficient evidence from casino

UNRESOLVED

Case summary

260 days ago - 29 Oct 2019

The player from Portugal has been awarded 25 free spins upon registration. He accumulated 300 EUR in winnings and tried to make a withdrawal but couldn’t. Since we haven’t received any explanatory response from the casino, we closed the complaint as ‘unresolved’.

Written by Petronela
Casino analyst and complaint specialist
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Good afternoon,

I opened a 10 day account at Bondibet casino and played the 25 free spins awarded. Today I had about 300 € in the account, plus 100 free spins of a race I won yesterday and when I went to make my 1st deposit of 25 €, I couldn't. I asked the chat to ask why I couldn't make the deposit, they told me to email security@bondibet.com. When I tried to sign in again, my account was terminated without explanation and the $ 300 balance was withdrawn. At Tangiers Casino they did the same thing.

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Dear João,

I’m very sorry to hear about your problem. Please let me ask you a few questions so I can understand this matter completely. Firstly, were you able to reach security@bondibet.com as you have been advised? If so, did you receive any reply? Did you ask the casino what the reason for closing your account was? If you received any response, could you forward it to me? 

Secondly, did you have another account in this casino in the past or is it possible that someone from your family has created an account from the same IP address? Thank you very much in advance for your reply.

Best regards,

Petronela

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Hi,

 

I sent an email to security@bondibet.com, asking why my account was closed and my wiinings we´re taken: 


"You closed my account with around 300€ that i have, without any justification. I tried to make my first deposit, could not do it, went to the chat to ask for help and when i treid to login again, my account is closed and all my winnings we´re taken. Could you please give a concrete justification to this action?"

 

Untill now i got no answer from the casino. Nobody from my home or familly open any account on Bondibet. I´m the only person of my familly that plays on online casinos.

 

I just want to leave a warning to other players to avoid Bondibet Casino. It´´´s a scam. It all very nice at beginning but if you are lucky to win something, they just close the account and keep your money. I played with 25 free spins from 1st deposit, made the required wager and had 300€. From free spins, max.winnings are 100€, so Bondibet Casino took me 100€. 

 

This situation keeps going on several scam casinos and the players lose money and cannot do anything about this.... Except try to avoid that other players fall on same scam.

 

Thanks CasinoGuru for letting me inform about this issue on your site.

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I just received the answer from the casino:

"Hello,

Thank you for contacting us.

We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable.

We wish you the best of luck in the future. "

I asked what the inconsistencies of my account, answered the same.

To all players, avoid playing at Bondibet Casino. I was taken 100 euros that I earned legally. And as you can see from the casino's response without any shame.

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Good morning Joao,

We have now received your inquiries sent to us by casino.guru.

Please note that we are the support team for our affiliates and do not have full access to player account data.

As for your questions, what I can tell you is that your account is actually locked.

The reason for the block is indicated as fraudulent acts. These could not have occurred in our casino but are registered in the security systems not only of casinos but of bank processors.

This information serves to increase the security of both players and casinos.

Using the information provided by you and how little we have access to your casino account I can deduce the following:

Your account has been locked out regardless of your casino balance and your account was attempted to deposit.

I believe this should be the cause of this account lockout.

The factors that lead to this card being marked as fraudulent are various, since misuse by the cardholder may be associated with multiple accounts, the name entered on the card is incorrect, etc. But experiencing the same blockage in other casinos suggests the above.

What I can assure you is that with us you will not have your account locked out for earning, nor would that make any sense. The aim of the casino is to provide entertainment and this also includes winning.

If you have any further questions you can contact us directly at support@bondiaffiliates.com.

Carefully,

Bondibet Team

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Good Morning,

As I mentioned earlier, they canceled their account, kept their balance (€ 300) and have no real justification why they did so. Fraudulent acts ???? Contrary to your behavior, I am an honest person. Fraudulent act is trying to make a deposit in a casino, with an MBWay card, created for each bank transfer? And when trying to make the deposit, which would allow me to withdraw, close the account? Is this a fraudulent act?

Fraudulent is closed accounts and appropriate the winnings of the player.

And they still accuse me of fraudulent acts? Inform here at Casino Guru that fraudulent acts I practiced and justify why they do so, visas with more players.

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Good afternoon Joao,

Thank you for your clarification about your deposit method (MbWay).

As noted above, our indication of what happens is based on the data you provided to us and the information available on your account. The security department does not provide any information about the reasons for the blockages and has reasons for this as this compromises the security of the casino.

At any time we questioned your honesty or accused you of any fraud, just a few reasons have been suggested for account lockout. I wish it were clear to you.

Now it is strange that you are the first to point the finger not only at our casino but many others. This suggests that such a situation has happened to you before and yet I find no basis in this case for further complaint.

Let us then try to understand its fundamentals.

You claim that you would have +/- € 300 cash balance in your account generated by the sign up bonus, plus you had 100 more free spins from Race and you think this is what the casino inhibits you from claiming since Your account has been locked.

As you well know the maximum you can get is € 100 which would make sure that if you had made your deposit successfully you would have the balance of € 100 plus your deposit, any other bonuses or balance would be canceled.

Since you would be using an MbNet card you could not withdraw to that card with the option of bank transfer only, which in turn has a lower limit than the cumulative balance you would have had if you had successfully made your deposit.

However I do not see what the benefit of the casino is. The interest of the casino is to have active players but those same interests do not supersede the independent security department.

Hence casino support has informed you that account lockout is irreversible.

I hope you are enlightened and wish you the best of luck, unfortunately this can not be enjoyed with us.

Carefully,

Bondibet Team

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Good afternoon,

Once again, the casino responds vaguely and incoherently. They simply closed the account, kept my earnings and do not give a single concrete explanation, referring to what illegal act I committed to close the account.

They claim "Now it is strange that you are the first to point the finger not only at our casino but at many others. This suggests that such a situation has happened to you before and yet I find no basis in this case for further complaint." I just referred to your casino and Tangiers casino, which had exactly the same way of proceeding.

They are scam casinos. If the customer wins, they close their accounts. If they were an honest casino, they reported that the gambler (I) committed this concrete act that led to the closing of the account. But they don't respond, just send this vague conversation.

And this casino still comes to say that the money they took from me couldn't raise it because the MBway deposit (which they didn't allow) could not raise the money.

The above mentioned answer from the casino speaks well of the activity of this casino.

I don't want the account reopened or the money they took from me, legitimately earned. I just want other players to be alerted and not fooled as I was.

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Good afternoon Joao,

No one referred to any unlawful act on your part, the security department blocked the account for nonconformities found.

No security department will give you any details and it makes sense. This is the procedure, even though the claim for blocking may even be legitimate and please try to understand why.

I will just give you the example of the first time I questioned that department and in not getting a concrete answer I had to escalate the situation. Resulting in provoking a cross-departmental clash that was only resolved by a serious meeting. Note that at that time I was also upset by the lack of a simple clarification. The meeting resulted in my feeling of a lack of overview of the situation because it was explained to me that when dealing with security any and all information provided about the actions taken could result in learning for those who try to defraud the casino.

Not that I thought that was his case, but it was even the question at the time that I had raised, if in that case I had transmitted it to the player I was questioning, like Joao because they had blocked his account, I would be giving him the information of how would have been detected and with that this player would know what to avoid in an upcoming fraud.

Therefore the procedure is that there is no clarification from the security department. Whether or not it is unfair to you will never know but the procedures will not change in this regard.

Now note that what you accuse us of is not at all serious, you first claim that we are a scam just as you accuse Tangiers and more that such scamming is practiced by several casinos.

John had no real loss if he had made a deposit and now the account had been closed and not refunded would make sense in his claim that we took money from him.

It's not the case.

I would also like to enlighten you as to what you claim to be MBway which in turn generates an MBNet virtual card that does not allow you to receive payments. This is a limitation of non-casino bank processing.

Hence it would only have as an option to withdraw bank transfer.

I hope these comments have enlightened you and all readers.

If after all this you still feel mistaken, I am sorry but nothing more can be done on our part.

Carefully,

Bondibet Team

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Good afternoon,

Thank you for your reply, but again you do not inform me why the account was closed. Given this fact, the casino closes the account to any player when he or she wishes and does not have to give the player any justification. Curious that for 2 weeks I played, there was no problem. As soon as I tried to deposit, legally from my bank account, the account was closed. After the deposit could already proceed to withdraw 100 € ......

I didn't mention several casinos. I just mentioned Bondibet and Tangiers Casino. The 2 casinos are 100% similar to both had the same procedure when I tried to raise my winnings. At Tangiers Casino they got over € 600.

May this post help other players when deciding to join new casinos and be alerted to such procedures.

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Dear João,

I’m very sorry for your troubles. Unfortunately, our ability to help you is very limited in this case. 

I would like to thank the casino representative. Their help was highly appreciated during this process. Unfortunately, not even with their help, we were able to solve this problem. Casino security department refuses to provide any kind of information regarding reasons why the player’s account has been blocked. 

Since we haven’t received any explanatory response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.