The player from Spain is experiencing difficulties completing the account verification. Casino agreed that they'll help player finish account verification. Player is not entitled to any refund because he played out his winnings.
BondiBet Casino - Player’s struggling to complete KYC verification.
Amount: €269
BondiBet Casino
Safety Index:Below averageSafety Index
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5.3
BondiBet Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I had the verified account and € 269 in withdrawable money since I made a deposit with a second deposit card and the conditions of the bonus were already met.
I was forced to upload the card file 3 times and I even contacted the casino security by email and got no response.
Suddenly and after putting them green in the live chat, calling them thieves and scammers by not verifying the account to be able to withdraw, because they have disabled the account. I am 71 years old and it is the first time that I am robbed in an online casino.
Automatic translation:
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4 years ago
Dear Gallina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.bondibet.com/en-FI/help. Please follow the link and advise if you have provided all the relevant personal documents required for KYC account verification. How many days ago you have requested a withdrawal and begun the account verification? Lastly, is your account still accessible or it has been blocked?
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, in correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 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
Good night. Thanks for your invaluable help.
The problem is not verification, since this was already done, but disabling the NEGANDOME account access.
The casino alleges that in the past I agreed with another email, which is true because I am not lying, but the fact is that I have not duplicated the account to collect gift Fs as I have written to the supporters of bondibet .
L Antigua account has been in disuse for weeks and unsubscribed from Gmail because but the mobile phone with all my keys and for security I had to change everything.
This can be verified with Google.
It is a banal trick L that they are using but I will continue fighting so that nobody will have to suffer an insult similar to their honor.
Sincerely, ..... hen 19 = *** Martin from Spain.
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Translation
Good night. Thanks for your invaluable help.
The problem is not verification, since this was already done, but disabling the NEGANDOME account access.
The casino alleges that in the past I agreed with another email, which is true because I am not lying, but the fact is that I have not duplicated the account to collect gift Fs as I have written to the supporters of bondibet .
L Antigua account has been in disuse for weeks and unsubscribed from Gmail because but the mobile phone with all my keys and for security I had to change everything.
This can be verified with Google.
It is a banal trick L that they are using but I will continue fighting so that nobody will have to suffer an insult similar to their honor.
Sincerely, ..... hen 19 = *** Martin from Spain.
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Translation
Good night. Thanks for your invaluable help.
The problem is not verification, since this was already done, but disabling the NEGANDOME account access.
The casino alleges that in the past I agreed with another email, which is true because I am not lying, but the fact is that I have not duplicated the account to collect gift Fs as I have written to the supporters of bondibet .
L Antigua account has been in disuse for weeks and unsubscribed from Gmail because but the mobile phone with all my keys and for security I had to change everything.
This can be verified with Google.
It is a banal trick L that they are using but I will continue fighting so that nobody will have to suffer an insult similar to their honor.
Sincerely, ..... hen 19 = *** Martin from Spain.
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Dear Gallina,
Do I understand it correctly that your account has been blocked due to a change of your email address? Have you change your email address in your casino profile, or you have registered a new account with your new email address? Thank you in advance for your reply.
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4 years ago
Translation
This is Petronela.
Weeks ago I lost my previous cell phone and I had all my keys stored in it.
When I changed my cell phone I also changed my email and password.
The gentlemen of bondibet have closed my new account and offer to enter with the old one.
But that account does not exist for a long time and I unsubscribed from Google and Gmail when I lost the previous phone.
Edited
Automatic translation:
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4 years ago
Thank you very much Gallina for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Gallina,
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 please specify what is the problem with player’s verification process?
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4 years ago
Good day Gallina19,
I have investigated you complaint and these are my findings.
You have registered and account gallina19, where you have KYC complete and account is open, you have then opened a new account gallino19 and on that account there is no KYC done.
Your balance on the 2nd account went up to €269 but you have played it out, account was then closed for being a duplicated account.
Note that this action is taken by the security department, they are not aware of your conversations with the support team.
The other problem is that you took the welcome bonus twice and as per terms and conditions you are not allowed to have duplicate accounts.
We understand your frustration, please try to recover your initial account with the casino. The solution is to update the email note to open a new account.
When the casino verifies your account doesn't mean that you will be verified for any account you open or that you will not be asked for further documentation.
Let us know what do you want to do next and we can try assist you updating the email address in the initial account.
Warm reagards,
Support Team
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4 years ago
Dear Gallina,
please let the Casino know what you want to do next and they will assist you.
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4 years ago
Hello Gallina,
Casino BondiBet provided relevant proof that you have played out €269, their representative will help you to update email on original account and there is nothing more what we can do for you. Please, let me know if I can help you with anything else, otherwise I'll wait for your answer for 7 days and then I'll reject this complaint.
