BondiBet Casino - Player’s struggling to complete the account verification.

Hello. I won over $ 70,000 with me cadino bondibet. for about more than 2 months I have been trying to cash my money but the casino is doing everything to block me from making my withdrawals. I managed to collect a first amount of $ 4000. subsequently for the 2nd $ 4000 well they said they had to check my gaming sessions. This turned out to be no problem. thereafter for i made the request to cash out $ 4000 ($ 4000 is the psr week cashout limit) and they asked to verify more information about me which i complied with. I sent any kind of document such as proof of residence. proof of credit card. finally ... they ask for proof of the origin of my funds ... my work and the like and that's what I tried to do. I sent copies of my bank account, my taxes to pay to the government and the

well they just e-mailed me to tell me that they closed my account saying that I failed to prove my income and that they sent my information to the authorities. i honestly earn my living and i have absolutely nothing to hide in my life but all i realize is that they are doing everything not to pay me and i can no more. I wish I had some help to get my money back. Thanks in advance. nicolas

Dear Idsports,

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

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing Proof of Income seems to be the only obstacle standing between you and your winnings? Have you received the first installment of $4,000 and the remaining active balance is still $70,000?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi and thank you for you answer. In fact, I received about 2 month ago…after proving my identity and where I live…à first 4000$ cad by bank transfert. The site only autorize a withdraw of 4K per week and it always take 5 working days for review. So 7-8 days after trying to withdraw another 4K….they send me a message telling he block my withdraw for a special verification of my play session…I asked them why and they told me they only do that randomly and can do that a couple of time per year. So I wait around 2 week again for be able to retry to withdraw. So after that…they autorize me to make try to withdraw on the site. So that’s what I do…so another 5 working days after they send me another new message asking me for show source of revenue or other document. That’s what’s I tried to send him…like for example the tax that I paid for the year 2019…à picture of my debit account of an amount from the company that I am the owner…another document showing that I am a company owner…so I send many document and it always took about 3-4 days to have answer that’s not a good document…so at the end…about 6-7 days ago…they send me a last email telling me they close my account because I was not able to proves and show my source of revenue. That’s why they close my account, take the money that I had inside 70k and they told me they send the info about me to the authority….so it’s not him they need to ask authority…it’s me that at this time I had 70k they they need to pay me and they do anything for give me faults. So please can you help me…I have all the email proving all that I am saying and a friend of me could confirm all the amount that I had in my account. So thank you again. Nicolas.

Thank you very much, Nicolas, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Hi and thank you very much. Please can andrej contact me directly by email?! I just want to know what’s the best way to be paid by bondibet. Thank you afin for you help. Nicolas

Dear Nicolas,

I apologize for the delay. I’m sorry to hear about your bad experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite BondiBet Casino to join this conversation.

Dear BondiBet Casino,

Can you please state the reason why the documents Nicolas provided were not accepted and why was the verification process concluded? You can forward any relevant evidence to andrej.p@casino.guru.

Dear Nicolas,

Please be informed that we got in touch with the casino representative, but no relevant information has been shared yet.

Therefore, we are extending the timer by 7 days. If the casino fails to respond or provide the necessary information in the set time frame, we will close the complaint as ‘unresolved’.

Hi andrej. Thank you. I’ll wait for development

Hello Idsports,

Please note that we are the support team for the affiliates and we will always do our best to chase up any player queries coming through.

We have reached out the casino team with multiple questions.

The reason for the account has been closed was because you have not passed the verification, therefore the risk team have obligation to lock the accounts.

Our team have asked what can you use as proof of income and this is what we received as reply:

"We could accept any of the following: a certificate of incorporation, a share certificate, or a tax return for the company. We did indeed receive a bank statement showing a payment from a company, however it was only one transaction, and we did not receive any document to attest to the fact that it was income related. We did not receive any document that would indicate that the player is the owner."

We advise you to reach out the casino and provide what they require to try and reverse the status of your account.

As it stands the account is legitimately closed and there is nothing they can do regarding your winnings.

Please keep us updated on the process.

Warm regards 

Bondibet Affiliates Support Team

Hi and thank you for answer. Do I need to answer directly here and post all the fact that what’s bondibet is telling are false?!

Thank you, BondiBet Affiliates Support Team, for the reply.

Dear Nicolas,

Could you please clarify your comment? Which statements of the casino/facts do you consider false? If there’s any information you prefer not to mention in this thread, you can provide it via e-mail (andrej.p@casino.guru).

Nonetheless, I'd like to kindly ask you to follow the instructions and provide any of the listed types of documents.

Hi andrej. Thank you. I’ll send ou all the email conversations and information I got with bondibet.

Thank you, Nicolas, for your e-mails. I apologize for the delayed response.

After reading through your e-mails and checking the information that you’ve provided the casino with, we have to agree that none of the provided information is sufficient to prove your income.

Since you’re a company owner, the casino advised you to provide either a certificate of incorporation, a share certificate, or a tax return for the company. Can you provide the casino with any of these documents?

Hi, I’ve just finished a call with andrej and want to tanks him for the time they spend with me. After us discussion he helped me to understand what’s happening with account. I’ll send to him all my information of my company and he tell me that’s I’ll send it to the casino security department. So thank you again and just hope to all this situation to be regulated.

nicolas.

Dear Nicolas,

Have you sent the e-mail with the documents we discussed? I have not received any e-mails from you since November 24, 2021.

Hi andrej, I am still waiting about my accountant for my certificate of incorporation business. I will send you so many document tomorrow for all my verification. Thank ol you again for your work. Nicolas

Thank you, Nicolas, for clarifying. I’m setting the timer for 7 days. I’ll await your e-mail.

Hi andrej. I hope you’re doing welll. I’ve just sended you by email many document to confirm my person and my company and at the same moment the source of revenue. You will found act of notary of my company where is based, different tax declaration in last year for personal and my company. You will found the link to see how are the owner of horizon store on a government site. You will see different statement of bank account. So I sended many many document and still available to send more document. Finally, just sorry because all the document are in friend but I am leaving in a French country. So thank you again and wait for you’re news

nicolas g***.

Thank you, Nicolas, for your cooperation. The fact that the documents are in French should not be a problem at all. I’ve forwarded the provided information to the casino representative.

We would like to ask BondiBet Casino to give us an update once the provided information has been reviewed.

We would like to ask BondiBet Casino to give us an update. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’, which will affect the casino rating.

Hi Idsports,

Hope you are well. The casino team have reverted back to us, here is what they had to say.

"After careful review of the documents, we are unfortunately unable to accept them as proof of source of funds. Among the listed documents are two tax forms that are dated 2019 and 2014, screenshots from a banking app, property certificate and a link to a site. We would need a certificate of incorporation, or a tax form, that would indicate the person is currently the owner of said company, in pdf format, or a scan or photo of the document."

Please get in contact with them via email: support@bondiaffiliates.com so you can get a more direct communication.

Please keep us updated on the process.

Warm regards 

Bondibet Affiliates Support Team

Thank you, BondiBet Affiliates Support Team, for the update. Please be informed that we’ve been in touch with the player. They will request the competent authority to issue a certificate of incorporation and provide it as soon as possible.

Dear Nicolas,

Please let us know once you receive the certificate. I suggest you send the document directly to support@bondibet.com and add me in Cc.

Due to the upcoming holiday season and due to possible delays on the side of the issuing authority, I’m setting the timer for 21 days.

Hi andrej and bondibet casino. I am still waiting my certificate from my government. I’ve just called someone today and they told me during the holiday all the treatment of information are longer then normally. So I will need more day for me to receive my incorporation certificate. So thank you for extend my duration for let me the time to receive the good document. Thank you very much. Nicolas.

Thank you, Nicolas, for the update. I’m extending the timer by 7 days. We’ll wait for further updates from you.

Dear all,

We’ve been informed by Nicolas that additional time is needed for him to be able to provide the requested documentation. I’m extending the timer by 14 days.

Hi Andrej and bondibet casino…I am still waiting my document from the government but I am sure at this moment I’ll need more time. I am too now with an accounting firm and a lawyer’s office to produce document that’s just confirm my identity by the law and the confirmation of the owners of my company by the law. With all these document…it only could confirm my person all the required information. So at this time. Could you add me some delay for produce all these document. Thank you again. Nicolas g***.

Thank you, Nicolas, for the update. I believe the additional delay should not be an issue.

I’m extending the timer by 14 days. Please keep us posted.

Hi Andrej and bondibet casino. I hope you all doing good. I’ve just received the document from my notary and all my document confirm all my information about my company and the owner(me…my source of revenue). So Andrej will take information of

the document and will transfer it to bondibet casino.

Thank you, Nicolas, for your e-mail. I forwarded the provided information to the casino representative.

We will wait for them to review the documentation and provide a statement. I’m setting the timer for 7 days.

Good day Nicolas,

All documents provided by CasinoGuru team to us have been sent to the Casino Team, they have informed us they will look into it and that they will update us on the matter.

So far no update have been receive.

Please let us know if the casino have communicated with you.

Regards,

Bondibet Affiliates Support Team

Thank you, BondiBet Affiliates Support Team, for the update. According to the last update from Nicolas we received yesterday, on Feb 9, 2022, the casino team did not reach out to the player. It appears that all Nicolas’ e-mails sent to the casino’s customer support are being overlooked.

As it seems that additional time is required for the casino team to review the provided documentation, I’m extending the timer by 7 days. We will wait for further updates from the casino.

We would like to ask BondiBet Casino team to provide an update on this matter. We’re extending the timer by 7 days.

Good day Nicolas and Andrej,

We have finally received an update on the case, here is the casino team reply:

"After an in depth investigation, we have reached the conclusion that the document fulfills all the necessary criteria. In consequence, we will open the player’s account and reinstate their balance in full. Please note that this may take some time, as some reports will need to be extracted from archives in order to reinstate the account at the same parameters as that point in time. Our Security department will reach out to the player when the account is available for login."

We Affiliate Support Team wants to thanks casino.guru team and Nicolas for providing us with the documentation the regulator requires us to have. Also a big thanks for the patience and understanding.

Congratulations on your very nice win and we wish you many more.

Warm regards 

Bondibet Affiliate Support Team 

hi Andrej and bondibet,

i want to say a big thank you for all the work of Andrej from casino guru…my account are finally reopened this morning and I have all my wining money inside. I’ve just try to make a cashout and it need a couple of day for have the confirmation that it work and receive the money but now it’s in the right direction. Thank you again for all and I’ll give some news in couple days if anything is Ok

thank you again!!

Thank you, BondiBet Casino, Nicolas, for the updates. We’re very glad to hear the good news!

Dear Nicolas,

As you have already requested a withdrawal, I’d like to kindly ask you to allow a few days for it to be processed on the casino’s end. I’m setting the timer for 7 days. Please let us know once there are any updates or if our assistance is needed.

Good day Nicolas and Andrej,

We have been informed by the Casino Team that withdrawal have been processed.

Regards,

Bondibet Affiliate Support Team 

Hi Andrej and bondibet!!! I can confirm that I received all my found in my account and I’ve just receive my first withdrawal in my bank account. So I just want to say thank you again to Andrej and casino guru for all the work they made for me!!

nicolas.

Thank you, BondiBet team, Nicolas, for the updates.

We’re very glad to hear the good news!

Dear Nicolas,

Could you please let us know if you’ve been given a certain payment schedule for the remaining amount?

Dear all,

We’ve been informed by Nicolas in a private conversation that the winnings are being withdrawn according to the set schedule.

As we’ve been asked to keep this thread open until the entire amount is paid out, I’m extending the timer by 14 days.

We’ll wait for further updates from the player.

Dear Nicolas,

Could you please update us on the current status of the situation? I’m extending the timer by 14 days.

Hi Andrej. I am still not having any withdrawal after the first one worked. So the casino asked me to update new document and that’s what I made. So I am waiting now for another withdrawal and I’ve just received an email that was accepted. So I’ll update the status in next days when I saw the money deposit in my account.

Thank you, Nicolas, for the update. As everything seems to be in line, I’d just like to kindly ask you to keep us posted on any news.

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Matej (matej@casino.guru) 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.  

Hello Nicolas.

Were your withdrawals successful?

Can we close the case?

Because Idsports didn't reply, we assume that he successfully withdrew the money. We consider the case resolved.

The player can reopen this complaint anytime.