The player from Spain is experiencing issues with verification. Later, the player's account was successfuly verified, and the casino processed the withdrawal of winnings in accordance with the Bonus T&Cs. Therefore, we marked this complaint as resolved.
BondiBet Casino - Player's struggling to pass the KYC.
Amount: €200
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Dear yoelbenavente,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Do I understand correctly that verifying your card seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?
Please, forward any other relevant communication between you and the casino to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Thank you for the updates, yoelbenavente. It seems we are on the right track. Let's give the casino some time to process the payment. We usually recommend players wait at least 14 days after requesting a withdrawal. If there is no development within this time frame, do not hesitate to let us know and we will intervene. Please, let us know if there is anything new.
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2 years ago
Translation
It's been 5 days and it's still pending review 
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2 years ago
Translation
It is mentioned that bonus winnings would be removed when I was told that the money was already cash
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2 years ago
Translation
They only paid me 100 euros, the rest they took from me
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2 years ago
What bonus did you use to accumulate your winnings, please? I checked the Bonus T&Cs and I found this:
"2.1.9. Free Bonus/Spins withdrawal limits
Maximum withdrawal amount from free bonus money are as follows:
(i). Basic maximum €100"
If you played with free spins or free bonus money as the casino suggested in the message, your winnings have been reduced in compliance with the bonus T&Cs and I am afraid that there is not much more we could do about it.
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2 years ago
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Then better to leave it like that, at least I have recovered something
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2 years ago
Thank you for your reply. Since you managed to pass the verification, and the casino paid your winnings in compliance with their T&Cs, we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
