The player from Portugal has requested a withdrawal a month ago. Unfortunately, it has been delayed due to ongoing account verification. We closed the complaint as ‘unresolved’ because the casino failed to reply. The complaint got successfully resolved.
BondiBet Casino - Player’s withdrawal has been delayed.
Amount: €850
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
3 years ago
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3 years ago
Translation
Hello,
I charged € 20 and accepted the bonus they gave me, in this I managed to reach € 1290 when trying to withdraw I was told that I would have to play more until I reached the bonus expenses until it was done.
I reached 850 € and had already reached, I could already collect them, I put all the documents they asked for in the account verification and everything was accepted, I waited 5 working days for the withdrawal review and it was canceled, they asked for another document as I had done for bank transfer and I noticed that the site charged a € 23 fee, I decided to create a NETELLER account to send it there.
Another 5 days and it will be canceled again, this time they wanted the NETELLER account print, I sent and waited another 5 business days, it would be canceled again, this time they wanted to fill out a document with my credit card details that I made the upload, I found it strange because they already had a picture of it and it was canceled again now they say that my account was selected at random with pending withdrawals for a verification.
This casino can only be a fraud, they are always making excuses for not paying, and when the cancellation fails they say nothing, we have to ask ourselves why and what they need.
I don't know what else to do since the 7th of August that I asked for my withdrawal and I'm still waiting, it seems to me that I will never get the money back.
can you help me?
thank you
Automatic translation:
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3 years ago
Dear Flávio,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly and it might take few working days completing this thorough procedure.
Please, could you advise if there was any list of documents that have been requested by the casino to complete verification? You can forward the list along with any relevant communication to my email address: petronela.k@casino.guru. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Good Morning,
the documents that were requested were the print of the Neteller account, photo of the card that I loaded, bank statement, proof of address, identity card and a document that they sent to fill in the details of the card from which the charge was made.
so far this is what they asked for but the strange thing is that I had already put all these documents on the day of loading for the account to be verified and it was successful.
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3 years ago
Thank you very much, Flávio, for your reply. I will now transfer your complaint to my colleague Zuzana 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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3 years ago
Hello Flávio,
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 specify where is the problem with player’s verification process, please?
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3 years ago
Translation
Hello,
The last answer I got from them was on 03 \ 09 \ 2020 and was as follows:
"We inform you that your withdrawal was declined due to the fact that your account was chosen at random for a Verification Process.
This consists of selecting some random accounts with pending withdrawals in order to review the paperwork that has been received from them, to make sure that it is complete and readable, that the account information matches the paperwork, and to review the account's gaming sessions . This is a random procedure and there is no predetermined selection process, there is no way to predict in advance which accounts will be analyzed. Remember that this procedure can be repeated more than once a year and every customer who requests a payment will be subject to this process at some point or another, even if they have all the corresponding requirements for an orderly payment.
However, there is nothing to worry about. Feel free to request your withdrawal as soon as possible and it will be reviewed once the verification is complete. "
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3 years ago
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Now it's 10 working days for verification.
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3 years ago
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this is making fun of a person.
this process is being ridiculous.
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3 years ago
We would like to ask the BondiBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
I received the survey today!
Thank you for your help.
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
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3 years ago
Translation
Good afternoon Flávio,
Thank you for commenting and confirming that you received your survey.
We have answered all your questions here, however something went wrong and they have not been published, we believe it was a question with their translation.
We wish you to continue to make good gains.
Carefully,
Affiliate Support Team
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