BondiBet Casino - The player's verification is delayed.

After adding a $25 deposit, I won a total of $2300. I attempted a withdrawal and then asked for additional documentation. Documentation was provided and I was told to wait 5 business days.

After the 5 business days, I was told the account was going to be verified and it was randomly selected. After a period of 10 business days, I reached out again and told it would be done the same day. A few hours later, the account was disabled with no communication.

Hello matthewhebert06zhe,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi,

For the 1st verification process, I sent a copy of my passport and a copy of a utility bill.

For the 2nd verification process, nothing was asked of me.

Once I waited the 10 business day waiting period, I asked what the status was and I was told the withdrawal would happen that day which was October 6, 2022.

Within a couple of hours, my account was disabled.

When I sent an email to the support email address, they claimed my account showed inconsistencies. I asked what kind of inconsistencies, but they did not respond.

• I only created 1 account
• I never used free or bonus spins.
• I used a credit card to deposit funds to my account.

Thanks

Can you please forward any communication between you and the casino regarding this case to nikolas.b@casino.guru?

Hi!

I sent an email with the screenshots of the communication between the casino and myself.

Thanks

Thank you matthewhebert06zhe for all the information. We will definitely need to hear from the casino as well that caused this issue so I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, matthewhebert06zhe,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BondiBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BondiBet Casino Team,

Could you please state the reason why the player's account has not been verified or why it has been blocked? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Good day matthewhebert06zhe,

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."

It was noticed that you have not taken bonus with your deposits but you have taken use of the no deposit offer in all of the registered account.

Therefore the casino have consider that your are in breach of our T&Cs and all accounts have been blocked.

Hope you have gotten a clarification on why your account as locked. Let us know if you have any further questions.

Warm regards,

Bondibet Affiliates Support Team

Greetings all,

Dear BondiBet Team,

Thank you for your explanation.

Was this account (J******65) the first account created by the player in BondiBet Casino? Was the player able to pass the KYC on this account? In case the player used a no-deposit bonus, lost it, and then won the disputed winnings by only playing with his real money, what an (unfair) advantage did he gain by playing in this way? What games did the player play most often, and from what type of games did he obtain his winnings?

Is the casino able to substantiate its claims and decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

We would like to ask the Casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear matthewhebert06zhe,

I am sorry for the delayed reply.

I was in contact with the casino representative and I requested more details. While we are waiting for the additional information from the casino representative, allow me to ask you a few questions.

What exact bonus(es) did you claim in BondiBet Casino? Can you please explain how is it possible that some of your personal details were used also in other accounts?

Can you answer the questions from my previous post, matthewhebert06zhe?

We are extending the timer. Please note in case you fail to reply in the given time frame, we will close the complaint.

Looking forward to hearing from you.

Dear matthewhebert06zhe,

I was provided with sufficient evidence supporting the casino's claims and decision. After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's terms and conditions - apart from using multiple accounts, you abused the casino's bonus offers and used more than 1 no-deposit bonus before the disputed winnings were obtained. You are not entitled to the winnings obtained in this way. The casino acted correctly and within its terms and conditions. Moreover, you failed to answer my questions and cooperate in resolving the issue.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Bondibet Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru