BonusBet Casino - Player’s withdrawal request has been delayed.

Över 14 dagar har gått sen jag gjorde ett uttag på denna sida och fortfarande inte ett ljud från kasinot, har skickat in alla dokument, körkort, bank statement, proof of adress, osv t.om en bild på mig själv när man håller i körkortet har jag då aldrig varit med om. Skulle aldrig rekomendera detta skit bolag till nån, knappast något snabbkasino förutom om du vill sätta in pengar då går det såklart fort men knappast att ta ut.

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,

Hej dom har redan godkänt alla mina dokument så som proof of adress, bank statement, proof of identity, bild på mitt betalkort och det har tagit ca 5dagar att godkänna. Så sen den 6/7 -2023 har jag hållit på och ladda upp dokument sen den 11/7 -2023 har jag begärt ett uttag som fortfarande inte har hänt något med

pratade senast i söndags via Mail med supporten och det enda dom kunde säga var att man ska ha tålamod och vänta som dom sagt varje gång jag kontaktat dom.

Har aldrig spelat på nån sida där jag vart tvungen att vänta så här länge. Snart 3 veckor och dom har aldrig hört av sig heller. Vad är det som tar sådan tid?

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

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

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.

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