HomeComplaintsBonusBet Casino - The player's verification is delayed.

BonusBet Casino - The player's verification is delayed.

Amount: €1,000

BonusBet Casino
Safety Index:Very low
Submitted: 16 May 2023 | Case closed : 01 Jun 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player's verification is delayed for unknown reason. The complaint was closed as the player stopped responding.

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1 year ago
Translation

On 10.5 I have put in the first documents, since then the withdrawal has been canceled 2 times because they required more documents. I have sent the documents and they have been approved. They promised to process the withdrawal within 48 hours and this did not happen. More than 48 hours have passed

Automatic translation:
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1 year ago

Hello marikarantanen4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BonusBet 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,

Nick

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1 year ago
Translation

Hey. Processing began on 10 May 2023. 2x ID card, 2x personal photo, invoice showing my address, my bank account, my bank card. Everything is accepted

Automatic translation:
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1 year ago

file

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Sensitive attachment
1 year ago

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1 year ago

Hello marikarantanen4,

As mentioned above, the withdrawal may take up to 14 days so please let us know once it will take longer so we can try to intervene.

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1 year ago

Dear marikarantanen4,

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.

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1 year ago

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.

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