Bonus Strike Casino - The player struggles to finish account verification.

No problem taking my money but when i try to withdraw claim i need to verify with id card or passport so i uploaded my drivers licence which they then respinded by claiming they specifically tell you on registeration a valid passport is required which it doesnt state at all so refusing to pay me my funds as i dont have a valid passport so i requested a refund to which i was told i also need a valid passport but funny enough not required when i was depositing 90 pound onto there site no only needed when i wanted to withdraw the 150 id won or wanted any funds at all back from them absolutely shambolic company highly recommend everyone avoids

Hello 2gt5m7b7j9,

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

Could you please advise which documents have been already approved? Is the passport the only issue with the verification? Did the casino offer any alternate way to verify your identity? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My address has been successfully verified i can easily verify card details just need to show pics covering the numbers so those two are no problem but told me i has to be a passport in date as I requested to maybe show old passport along with driver license to show a recent picture along wjth a photograph of me holding both documents but still refused wouldnt even entertain the idea of a refund on my 90 euro deposit claiming again i need a passport to get money back so willing to take money before verification but not willing to budge in the slightest in regards to actual returns even suggested to take the 150 out my account an just return my original 90 deposit but again no help given at all. I last spoke to them a couple of hours ago now as it only occurred earlier this morning. They need 3 thing to be verified i should add proof of address proof of the bank and proof of identity, surely the ideas suggested should suffice DL old passport bank card and letter showing name and address

Thank you 2gt5m7b7j9 for all the information. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 2gt5m7b7j9

I'm Michal and I have taken over this complaint. I have reviewed this case and I would like to put to your attention the fact that KYC as well as AML is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Bonus Strike Casino to join the conversation.

Dear Bonus Strike Casino,

As the player stated, they can't provide a valid passport but can provide a valid driving license, which should be acceptable. What other, if any, documents can be provided by the player to successfully finish the verification process?

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.

Dear 2gt5m7b7j9,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal