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

I registered for BonusBet.com in April. They started the statutory KYC process after I deposited more than €2,000 - This is acceptable and I understand it. After a week of sending documents, I finally received confirmation that my account has been verified and the documents have been approved. Great, now I could withdraw my money from the site. However, 48 hours after the withdrawal request, the site rejected my withdrawal request. They needed further confirmation of my identity. Ok, so why did they send a confirmation that my account was approved successfully?

It's also strange that they asked for a photo of me holding my ID - as I had already submitted this exact same photo during the KYC process and it was already approved.

That is, I already received a confirmation that my account has been successfully verified. Now, after waiting 48 hours for a withdrawal request, I still have to go through the KYC process again, wait 72 hours, send a new withdrawal request (€1,000 / day MAX-limit) and wait for the withdrawal request to be processed for the next 48 hours. The casino is therefore able to delay a withdrawal request of 1,000 euros for 5 days before the process can be started again.

A very questionable course of action in a situation where the account has already been successfully verified once. The customer service does not respond to e-mails, in Chat I only get generic answers that are quotations given by artificial intelligence directly from the terms of use.

Dear ekh91,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hey,

Referring to the casino's terms and conditions, they asked for additional confirmation after the withdrawal request. I would understand this normally, but after reading similar cases from this operator's casinos, I question the modus operandi. So they ask for a selfie with me holding my ID (driver's license) in my hand. This makes no sense as I have submitted this document in question (selfie with ID card) as part of the original KYC process.

Thank you, ekh91, for the clarification. Could you please advise how long ago was the initial selfie provided? Was it approved by then?

Hi, I received my first withdrawal (€1,000) from the casino today. I ended up closing my account with the casino so they understand I'm not going to play my winnings there in hopes of a delay.

The first selfie was submitted on 05/02/2023 and the same document was requested as part of additional confirmation on 05/08/2023. But I think I will get the rest of the money at some point. Could the complaint be frozen for a while?

Thank you, ekh91, for the update. I will keep this complaint open till your confirmation about a successful withdrawal of the remaining funds. Looking forward to hearing from you.

Dear ekh91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.