The player from Germany is experiencing difficulties completing account verification. The player confirmed the issue was resolved.
BonusBet Casino - Player is struggling to complete account verification.
Amount: €600
BonusBet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.3
BonusBet Casino has a Safety Index of 3.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I deposited €10 in this casino. My verification has been going on for 5 days now, something is always wrong, either no PDF format, then supposedly you can't see all 4 corners, then I sent a current account statement from my bank, it's not an official document. All just tactics so that you lose your nerve and gamble away your money again. I uploaded my documents like in every other casino and in every other casino it was always recognized. I have uploaded a letter from my gas supplier stating my customer number name address. I have the feeling that the casino doesn't want you to be able to verify yourself
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1 year ago
Dear Haihaut12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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. 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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please when exactly did you send the last one of the required documents?
Do I understand correctly that verifying your address seems to be the last obstacle before your account is verified?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello, I have uploaded all the documents for the last 4 days and it is always rejected. Even a bank statement was rejected from this month so more current. Gas suppliers where the name, address, date and customer number are on it will be leaned against. You are not interested in verifying I have played in many casinos and always verified myself with these documents
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1 year ago
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The account has now been verified and am now waiting for my payout
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1 year ago
Thanks for the update.
I am glad your account has been verified. Let’s stay positive and hope for some good news regarding your withdrawal. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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1 year ago
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Payout was canceled wanting a selfie with my ID on my face it's getting on my nerves
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1 year ago
If you have been asked for a selfie with ID, which is nothing unusual, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
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1 year ago
Translation
Have already sent 2 selfies as in other casinos but have not received an answer yet
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1 year ago
Dear Haihaut12,
I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
