BonusBet Casino - Player’s struggling to complete account verification.

Good afternoon, I cannot verify with them, I have already submitted all the documents to them, and still nothing works!!!

Dear vanya.tkach,

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 advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I have already submitted all the documents that I have

Dear Іван

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 211.1$ has been removed from your account due to the following terms of our Terms & Conditions:

11.1. The following practices in relation to the Services:

a) abuse of bonuses or other promotions (as defined in paragraph 11.4)

b) using unfair external factors or influences (commonly known as cheating)

c) taking unfair advantage (as defined in paragraph 11.4);

d) opening any Duplicate Accounts; and/or

e) undertaking fraudulent practice or criminal activity (as defined in paragraph 11.4), constitute "Prohibited Practices" and are not permitted. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur.

11.2. You agree that you shall not participate in or be connected with any form of Prohibited Practice in connection with your access to or use of the Services.

11.3. If:

a) We have reasonable grounds to believe that you have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time); or

b) You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any Prohibited Practice or otherwise improper activity; or

c) We become aware that you have "charged back" or denied any of the purchases or deposits that you made to your account; or

d) You become bankrupt or suffer analogous proceedings anywhere in the world,

then, (including in connection with any suspension and/or termination of your account) we shall have the right, in respect of your account to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) outlined in this paragraph.

11.4. For the purposes of this paragraph 11:

a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:

fraudulent charge-backs and rake-back activity;

the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;

the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);

any attempt to register false or misleading account information;

any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

b) An "unfair advantage" shall include, without limitation:

the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);

the use of automated players ('bots'), or other 3rd party software or analysis systems; or

the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.

c) Bonus Abuse includes, but is not limited to:

i. breach of terms and conditions of a bonus, free bets or any other promotional offer

ii. the opening of multiple accounts to claim multiple bonuses;

iii. all bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more that 6 times per calendar month; if for any reason a bonus code is used by an individual player over the stated amount, the Company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings plus all 3rd-party charges arising from player's activity (payment fees, providers fees, etc)

Where there is a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, company reserves the right to:

i. forfeit the bonus allocated to the Account Holder and any winnings from that bonus, and/or

ii. revoke, deny, or withdraw a bonus offer from the Account Holder, and/or

iii. block an access to particular products, and/or

iv. exclude the Account Holder from any future promotional offers, and/or

v. terminate the Account Holder’s account with immediate effect.

12.11 Website reserves the right to close down existing accounts without explanation. In this event, or in the event of an account closure by a customer the gull balance will be paid out unless any fraudulent (e.g. Arbitrage, etc.) behavior is suspected. In case of fraudulent behavior, winnings will be voided and deposits will be refunded after we deduct the corresponding administrative and transaction fees and any fees that Website is obliged to pay to the competent authorities due to a customer’s complaint. Website also reserves the right to report to the appropriate authorities, if any customer is involved in any form of suspected fraudulent behavior.

12.11.1 As "Arbitrage" Website means the method certain players can use in order to abuse Sportsbook offers to their advantage. In such cases, we reserve the right to void bets, deduct winnings and remaining funds or return user's initial deposit at Website’s discretion. Indicators, including but not limited, that gives Website strong reasons to believe that a bettor is abusing our offers using the arbitrage system are as follows: i) one deposit only in order to receive the MAX bonus offered. ii) Starting his betting activity with one single bet, Soccer Pre event, Stake = his deposit + bonus money, on high odd (higher than 2) iii) Starting his betting activity with single bets, Soccer Pre event, Stakes totalling = his deposit + bonus money, on high odd (higher than 2) iv) Continuing his betting activity with the same pattern mentioned above, with stakes = winnings from first bet(s)

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind regards,

Fraudsters !!!!!!!!!!!!!!!!!!!!!!!!!

Thank you for your reply, vanya.tkach. Have you accumulated your winnings with or without an active bonus? Is there a chance that you breached one or more of the listed terms?

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I played without a bonus. I played on sports bets!!!

vanya.tkach, as you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

so interesting!!!

please give the sites you are talking about!!!

why are you silent?7??

This is your 6th complaint so you should be well aware that this is not a live chat, but a complaint thread. There is no need to repeatedly ask for our attention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible. Please, be respectful to people who are trying to help you.

I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.