BondiBet Casino - Player’s withdrawals have been delayed.

I have submitted 2 withdrawal requests for $4000 AUD, as that is the maximum amount per week.

 

The first time they cancelled my request due to "Missing Credit Card Voucher"

 

I supplied them with all the required identification documents and put another request to withdrawal through.

 

The second time they cancelled my request due to a "Verification Process", they barely respond to my emails, they need 5 business days to process a withdrawal even though they have all my required documents. Their website clearly states it takes 72 hours to review a withdrawal request.

 

They just keep making up excuses not to pay me my money. They are a bunch of scammers who need to be shut down and brought to justice for theft. 

Dear Mohammed,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. If all the provided documents and data are correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your first withdrawal? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Mohammed,

Could you please advise when you have received the last email from the casino regarding the random management check? Thank you very much in advance.

That email was received by me on the 18th of April 2020

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

 

The casino can decide to review the player's account randomly (choose it for a deep check which was explained in the email from the casino), this is nothing unusual. It can take some time and I would like to ask you to be patient. If all your data is correct and you played in accordance with the casino's General and/or Bonus T&Cs, there will be nothing to worry about.

 

We will keep this complaint opened for the next 14 days and if your issue isn't solved during this time period, I will contact the casino.

 

Would you be so kind and keep me updated in the meantime? I would like to be informed, so we can continue resolving this case accordingly.

 

Thank you so much for understanding.

Thank you I will keep you updated

Received confirmation that the $4000 withdrawal request was finally approved, after speaking to their support team via live chat I was informed that the funds were sent and told to contact my back. 
This was approved and sent on the 25th of April.
I have waited 5 business days with no funds in my account, and today I receive an email that Bondi bet have chosen to close my account and have no business relations with me. 

please see attached photos

Update to my last response....

Funds of $3990 AUD came into my bank account about an hour ago.

Though I am happy that payment finally arrived, I do not see why my account has been disabled by them.

Hello Mohammed,

Thank you for confirmation! I would like to know if we can close the complaint now, as the main problem has been resolved, or do you wish to continue resolving it and find out what happend with your account?

Id like to know what happen with my account please?

I would like to ask the BondiBet Casino to comment on this case. We would like to know, why Mohammed's account has been closed and if there is anything he could do in order to restore access to his account.

Hello Mohammed,

Well done on your very nice win at the casino!!

I have just received confirmation from the casino that all the required security checks have been completed and that your payment was approved and processed on the 25th of April. Kindly note that from there it is in the hands of the processors (banks) and with wire it does take a few business days to reflect (maximum of 7 business days). 

Please check your email as you must have already received a confirmation of the approval.

If you have any issues please feel free to contact us directly. 

You may email us on support@bondiaffiliates.com - we are the support team for the affiliates and will always do our best to chase up any player queries coming through.

 

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

Warm regards 

Support Team

Hello,

I have received the funds already, I am wondering why my account has been disabled and closed with Bondi bet?

Hi Mohammed,

Once again we would like to congratulate you on your awesome winning.

He have contacted the casino inquiring about your account. The answer received was that the account was closed for management decision as soon as the casino got the information that the funds were in your bank account.

No further information was provided.

Most important is that you have received your winning and that in no way you were in loss.

You may email us directly on support@bondiaffiliates.com - we are the support team for the affiliates and will always do our best to chase up any player queries coming through.

Warm regards,

Support Team

Hi everyone,

Thank you BondiBet Casino Team for your time to investigate this case!

Mohammed, I would like to ask you, if I can close the complaint now, as the main problem has been resolved, and BondiBet affiliate team kindly offered their help.

If you don't reply withing the next 7 days, we will consider it as permission to close the complaint as 'resolved'.

Dear Mohammed,

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.

I hope you won’t come across a problem like this again.

Best regards,

Kristina