BonusBet Casino - Player is struggling to verify her identity.

I made an account to bonusbet 14.4 and won a bit, Sent a withdrawal request and also sent the basic documents (Payment Method, Proof of identity, Proof of residential address) because I knew they are gonna ask them. Took couple days and I got an email saying that the documents are approved and I would be able to withdraw funds now. I sent a new withdrawal request and after 2 days I'm getting email saying that the withdrawal is canceled and they need a selfie of me holding my ID. Uploaded new document of me holding my ID and after a day got email that the document got approved and I would be able to withdraw my funds. Requested withdrawal once again, The next day got email saying that withdrawal is canceled and they need more documents AGAIN. This time they needed an picture of me holding a paper that says my Name,Birthdate, Name of the casino. It's incredible how they ask only one document at a time and delaying my payment just to hope I would cancel my withdrawal and lose the money.

The amount im trying to withdraw is 500€. I’ve just got an email and they now need "Additional type of proof of identity" This is getting absolutely ridiculous as i dont have anything else than a passport. Ive sent 5 different documents over 10 days (Payment Method, Picture of Passport, Utility Bill proving my address, Selfie of me holding my passport, Selfie of me holding a paper that says my Name,Birthdate,Name of the casino.

This is absolutely ridiculous i dont know what to do now. This is not normal behaviour as these documents should 100% be enough and I have never been asked for another type of identity and i dont even have drivers license or id card. only passport.

Yesterday they’ve cancelled my withdrawal once again and asked me to provide "Additional type of proof of 

identity" 

They also said this below that 

" Please ensure that the document is not the same as the one you previously provided to verify your account." 

I responded them saying that I have already proven my identity with passport and I dont have an national ID or drivers license and that Passport is and should be enough as it was previously accepted. 

Im pretty sure that regarding to MGA rules Passport is 100% enough and it is not a problem if i dont have anything else than that. 

Today they responded me with the exactly same message, 

You are kindly requested to provide us with the following documents:

An additional type of proof of identity. 

I replied one again saying I have already proven my identity with passport and even sent a selfie with me holding the passport and even a selfie of me holding paper saying all my details. 

So now they are just stalling the withdrawal more and more by just replying with the same email and now we have to wait until tomorrow once again to get a reply.

These are my messages from another forum, Just want some speed to the process so posted the whole thing here aswell and also to spread awarness sikce this is extremely weird. The problem is still ongoing. Waiting for a new response.

I’ve got all emails ofcourse if needed in the future.

Dear Akusto7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem completing account verification.

Please let me ask you a few questions so I can better understand the situation.

• Could you please advise if the casino offered any alternatives for you to complete the verification of your identity?
• Did the casino explain if they consider any of the previously submitted documents unsatisfactory?

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

Thank you for your response,

Every document ive sent are approved.

I have completed my identity verification more than 10 days ago, Havent gotten a new reply regarding to the weird "Additional type of proof of identity"

They just ask more and more documents for no reason after 5 approved documents.

Thank you very much, Akusto7, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Akusto7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BonusBet Casino for their help in resolving this complaint. We would like to know why is the player asked to provide more documents.

Thank you!

Thank you,

The situation has not gone any further, They keep asking for "Additional type of proof of identity" I have told them multiple times that i dont have National ID or Drivers license as im finnish citizen and dont need to have national id.

They just keep stalling the withdrawal for no reason its not really giving me the best experience as a customer.

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.

I have gotten my money now, Complaint can be marked as resolved

Dear Akusto7,

I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter