BondiBet Casino - The player's account got blocked.

I recently made a withdrawal on bondibet on the 5th day my account was disabled and I don't know what to do 😢😢😢 please help

Hello missslanga,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BondiBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that it is common that the casino blocks the player's account during verification process.

Looking forward to your answer.

Regards,

Nick

I did send all the required documents and it was verified within a few days, that was on the 12th of this month. I registered and got free spins and I met the wegering requirements and then I deposited the minimum amount, I continued playing until I decided to withdraw. Last time spoke to bondibet live chat I was enquiring about the fact that it's 5 days and my withdrawal was still pending.

Thank you missslanga for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello missslanga,

I will assist you with the complaint from now on. I went over the details of the case, including your replies on our forum and I will do my best to help you.

Could you please explain the difference between the address you use now and the address you used when registering your account in the casino?

Could you share with us the replies from the casino where they claim you have duplicate accounts? Please send them to my email address at tomas@casino.guru

Dear missslanga,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Alright Tomas I understand

I did reply to you via email...

Hello,

I apologize for the automated message. I received your emails and I will continue by contacting the casino.

BondiBet Casino,

Could you explain what is the status of missslanga's account? What can she do to enable her account and withdraw her winnings?

Thank you so much Tom, really appreciate it

We would like to ask the 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’.

Hello missslanga,

I tried to get in touch with the casino repeatedly but had no success. Since the casino doesn't refer to any ADR service and doesn't operate under any license, there is no gaming authority to turn to. Under these circumstances we are forced to close the complaint, I will mark the complaint as "unresolved" in our system.

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.

If the casino will decide to react to the complaint we will reopen it and you will be notified via email.

Hello missslanga,

the casino representative contacted us with a request to reopen the complaint in order to explain the situation.

Good day missslanga,

Apologies for the late reply.

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

We have contacted the Casino team to get clarification on your request.

We have received the following reply from them: "Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that BondiBet Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, BondiBet Casino may block regular or tournament play and/or prize distribution."

Our team even with limited access to players information was able to identify multiple accounts created by you in which you have used the no deposit offer. This behaviour is not permitted by our T&Cs and therefore all of the accounts linked to you are and will be closed.

We have provided casino.guru team with proof.

Hope you have gotten a clarification on why your account as locked.

We wish you many hours of entertainment and many winnings, please be mindful of the casino's T&Cs. which are there to preserve fairness to the casinos and players.

Thank you for your patience and understanding.

Warm regards,

Bondibet Support Team

Hello missslanga,

As the casino representative informed you, we asked for evidence of the casino's claims of multiple accounts from them.

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.

The casino provided us with evidence of accounts that are linked by multiple factors, including your personal information, and others.

The casino then provided evidence these accounts benefited from a signup or no deposit bonuses intended for one player only on multiple occasions.

I’m afraid, I will not be able to help you with this issue further and this complaint will now be rejected. I wish I could have been of more help.