BonusBet Casino - Player struggles with account verification and withdrawal procedures.

I thought I'd write about my own experience with this particular casino just for fun, even though it probably won't make a difference. In hindsight, I started googling this casino and realized that many others have had similar issues with it. If I had read this information beforehand, I would have definitely skipped it. THIS CASINO IS ADVERTISED AS A QUICK CASINO, WHICH IT DEFINITELY IS NOT!

I deposited 20€, received a 100% bonus. The wagering requirement was only 4000€ and the maximum withdrawal 600€, should one happen to complete the wager. TERRIBLE BS. I wouldn’t recommend this casino to anyone. Stay far away.

Anyway, I succeeded in wagering and didn't violate any bonus rules. I tried to withdraw 400€ after completing the wagering process. Immediately on the site, it stated that the account needs to be verified before withdrawal. Quick casino? I had to send pictures of my driver's license, electricity bill, and account statement. I took a screenshot of the account and a photo from my laptop, as my bank hasn't provided anything in paper form for eons. I covered all the unnecessary details in the pictures of the electricity bill and account - neither were approved. Not even the electricity bill, because I covered the "important details". According to them, important details are the invoice amount and electricity consumption? What the hell??? Regarding the account picture: the only option is to have a paper document or pdf. The bank doesn't provide any account statements in paper form, it hasn't done in decades. I could download a pdf of last month's account statement from online banking, but I'm certainly not going to share information about my money transactions with anyone.

I provided feedback on these aspects and got a response in English (Customer service should also be in Finnish). The response did not remark anything about my concerns, just the usual rhetoric. In practice, they legally stole 20€ from me and left my entitled funds of 400€ untouched. My account remains open and the money sits there, where it will likely stay.

STAY AS FAR AWAY AS YOU CAN FROM THE BONUSBET QUICK CASINO. I RECOMMEND YOU LOOK UP OTHER PEOPLE'S EXPERIENCES.

Dear Panzer23,

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.

Do I understand correctly the casino is having issues accepting your electricity bill and bank statement documents?

Could you please share the communication you received from the casino regarding the verification of your casino account? Please send it to my email at tomas@casino.guru

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

Email sent. 👍🏾

Thanks for your email.

Please understand casinos often ask for documents that are in a certain format and are unedited, unless specifically allowed, for example, a credit/debit card number on a credit/debit card.

We would advise you to provide the casino with unedited documents in the format the casino asks for, otherwise, you might not be able to complete account verification and withdraw your winnings.

Let me know about the result.

Dear Panzer23,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.