BondiBet Casino - Player’s winnings were reduced to $100. The reason is unknown.

Ive played their free spins in the past,  hhowever made a deposit of $25 and refused any bonus,  after 3 weeks,  aand submitting my informaion 3 times,  tthey reduced my winnings to $100,  can not explain why,  hhave no working phone number and refuse to respond to my emails. Their 3rd party online chat claim they have no answers,  this casino is 100% a scam,  wwill do everything to avoid a pay out and will steal.

Hello Jason.

We are sorry that you have problems with this casino. Please, help me understand the situation better. You only took one free bonus and then deposited, right? How much did you manage to win from your deposit?

They send free spins to my mail all the time,  I deposited $25 and did not take any bonus,  my account before deposit was 0.00. After deposit was $25.00,  I won over $300, and cashed out at $220. The withdrawal process took 3 weeks and required me sending in my documents 3 times,  as they kept losing them,  lleading me to check with live chat daily to make sure they did not go missing. My first with drawal request was cancelled and the $220 added back to my balance with no explination. I then reprocessed the 2nd withdrawal attempt for $220,  I checked in 3 times a day to ensure there was no issue or missing documents,  I was told first 72 hours,  then 5 days,  and finally after 6 days,  It was confirmed. However I was not sent $220,  I was only sent $100,  the reason? According to bondibet,  the "free spins" I was sent 4 days after  my deposit was requested,  moved me to free limit,  leading Bondibet to not only limit my withdrawal to $100, but they then went ahead and did not even return the $120.  

That sums it all up,  blatant theifs, and scammers. 

Lol and just got that, the final nail in the coffin.

Hello Jason.

Based on casino T&C’s there are two rules based on which casino can limit the winnings to $100:

1.1.2. Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100.

1.1.5. Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal.

In case that your winnings are from your $25 deposit (without bonus) as you wrote, the casino has no right to limit your winnings. If you took free spins after you won $300+, the limitation of winnings should be applied only to the winnings generated from these free spins and not to the previous winnings.

Exactly what I explained to them, now luckily enough however their chat support claimed because I played 25 free spins, while my withdrawal was being processed,  it litm8ts my win to $100, and the other $120 are forfited. Which is not even remotely close to being the case. Then, their email support claimed (email above) It was due to my vip level which also makes no sense. The best part came today, the final submission, where they have banned me and cancelled my account,  I assume in an effort to block me from any records, however after 3 weeks of dealing with them, I got screen shots of everything. I have also sent all evidence to every site that advertises for them, as well filed a formal complaint with their license distribution agency. I've done my research, Bondibet is very well known for taking money, but seldom pays out, they blatantly refused to to explain anything as proven in emails, then, knowing they committed fraud, and in fact stole $120 from me, they blocked my account in an effort to hide the truth. Gambling in my eyes is supposed to be a way for us to step away from the world responsibility, cut loose and take a gamble, the idea of a Casino is to provide a fun atmosphere,  where most we can have fun. What it should not be, is an environment setup to take money, with no intention of ever paying out. After my first withdrawal request was canceled  due to them losing my paper work, they simply returned the balance to my online act, sent no explanation, no email even. Just put it back to my playable balance in Hope's I would spend it. I've done nothing to deserve this 

Hello Jason,

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

This means that we have limited access to your account details and information.

Just for you to have an idea, if your account is locked for security reasons we will not have any information on the reasoning for the account have been locked, only the relevant team have that access.

I this case, although your account have been locked I can see in the system a note of "account under review - chat complaint".

This means that the casino is reviewing your account and complaint. We have also requested to be notified of the outcome of that review.

Please note that the customer service like us cannot see any details when the accounts are locked by security team. In these cases they will reply as they have, with very little if not to say none information regarding the reasonings.

Although they can request the account to be reviewed which they have, in this case.

Please give a little more time for the casino's teams to run their reviews and if you haven't breach any of the T&Cs of the casino they will correct it.

We will update you on the outcome.

Warm regards 

Bondibet Support Team  

You have offered nothing to this conversation,  nor is there anyone looking into anything

 "Please be informed that our Management Team has decided to bring our business relation to an end, and to permanently close your bondibet Casino account.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter." 

Black and white, word for word, your company stole $120, and deleted my account, no response would have offered more than the nothing you have suggested.

Hi Jason,

I believe I didn't make myself clear.

The fact that the account has a note of being under review means that someone is looking into it.

The reply you received from Customer Service is a standard reply for when they have an account locked by security team.

Please give it some time for the relevant teams to review your account.

If you know that you have done nothing wrong just be patient and if you are right the casino will do the right thing.

I'll get back to you as soon as I get an update from them.

Warm regards 

Bondibet Support Team

Hello Jason.

Please kindly wait a little longer. From personal experience, I know that time to time casino do more types of checks. The time of performing such an examination depends on the kind of audit. Unfortunately, security checks mostly depend on the case, so it is hard to assume some time frame. Best would be to wait a little longer. One more time I am sorry for your trouble.

Well they have indeed paid out the rest of the money, so thanks for all of the help, I still feel it's a shame that it came to this, and more so think the account being cancelled is hogwash, as I did enjoy the games and platform, unfortunately the best casino in the world, is still nothing if it does not respect its customers.  Big thanks to the Guru's on helping get this matter resolved.

Thanks for your message. I am closing the complaint now.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.