BondiBet Casino - Player’s winnings were cancelled.

Withdrawal process has been in pending stage, since 1.11.19 I have uploaded all documents - had to do that when opening account- submitted again after withdrawal still not verified, no communication from them as to whether docs ok, when payment Wii be approved. Have sent a number of emails to accounts still no further communication.

9 days pending advised only $100 of $1453 will be paid as they state winnings made from free bonus. Balance is voided. My deposit was $70 with 75% bonus I played for over 5 hours so don't see how wagering requirements were not met. 

Dear Jodie,

Thank you for contacting Casino Guru. I'm sorry to hear that you've been having difficulties with cashing out your winnings. I merged both of your complaints to this one, so all information is in one place. Let me ask you a question. Has the casino specified what free bonus you allegedly played with? I looked at the casino’s promotions and there is one thing that comes in mind. The players get 25 free spins upon registration. Is it possible that the 25 free spins are still active in your account? This could be the reason why the casino is convinced you played with a free bonus. 

Best regards,

Peter

Hi Peter, 

No I  didn't play with any free spins it was a deposit bonus. I have asked them a number of times to provide details and they have failed to respond. They have stated they processed a withdrawal of $100 and voided the rest. Again no explanation despite repeated requests. 

Hello I received an email from them this morning saying they had made an error and had credited the money to my account for withdrawal.

I immediately withdrew it and requested they process it without having to go through a pending period given he initial request was made on 1.11.19 I also asked they waive the wire transfer fee as i already paid it on the $100 they approved. I still haven't received the $100. I will keep you updated. If i actually do receive payment and when. Thank you all very much for your help. 

Hi Jodie, 

Thank you for the update, this is good news. Let me know when you receive the payment.

Best regards,

Peter

Hi Jodie,

Have you received your payment?

Hello, 

I received full payment from the Casino. They admitted they made a mistake after I lodged the complaint . A few days after they paid they informed me they were  closing my account no reason given. 

Hi Jodie, 

Thank you for the update, I'm glad you received your money. The casino can actually decide to close your account or refuse you as a player, but it seems strange it happened after you got paid. Would you like me to try to contact the casino or maybe recommend you a different casino?

No thanks. They closed my account because I complained, I would not want to play there anymore.

Alright Jodie, I understand. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter