The player from Sweden is facing delays with his withdrawal request that was made over two weeks ago. Despite submitting all required documents, there has been no communication from the casino. The complaint was closed as 'unresolved' because there was no response from the casino.
BonusBet Casino - Player’s withdrawal request has been delayed.
Black points: 321
Amount: €1,000
BonusBet Casino
Safety Index:Very lowSafety Index
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2.8
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Over 14 days have passed since I made a withdrawal from this site and still not a word from the casino. I have submitted all documents, driver's license, bank statement, proof of address, etc., even a picture of myself holding the driver's license, which I've never experienced before. I would never recommend this terrible company to anyone, it's hardly a fast casino unless you want to deposit money, which, of course, happens quickly, but certainly not withdrawals.
Automatic translation:
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1 year ago
Hello tompa86,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bonus Bet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
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1 year ago
Translation
Hi, they have already approved all my documents such as proof of address, bank statement, proof of identity, picture of my debit card and it took about 5 days to approve. So since 6/7 -2023 I have been uploading documents since 11/7 -2023 I have requested a withdrawal which still has not happened
spoke last Sunday via Mail with the support and the only thing they could say was to be patient and wait as they said every time I contacted them.
Never played on a site where I had to wait this long. Almost 3 weeks and they have never heard back either. What is taking so long?
Automatic translation:
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1 year ago
Thank you tompa86 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello tompa86,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BonusBet Casino to join the conversation and participate in the resolution of this complaint.
Dear BonusBet Casino,
Can you please provide an update on the payment status?
Thank you.
Kind regards,
Tomas
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1 year ago
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.
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1 year ago
Dear tompa86,
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. 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 might 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.
In the meantime, I recommend you contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
