Bonza Spins Casino - Player from Australia has a withdrawal issue due to repeated verification requirements.

Having been a Bonza Spins for years I have been attempting to make a withdrawal from Bonza and attempting to verify my account is seemingly impossible. I provided all documentation required which was all accepted and validated and to have pending funds returned to my account and to receive request to submit photographs clearly depicting me holding each identification document which I did, all were accepted, however funds were again returned to my account. I am now required to have my documents 'notorized' which I am reluctant to do as it could easily facilitate identity theft by an organisation I am rapidly losing trust in.

Additionally my account has been audited and obviously showed no signs of any breaching of conditions.

Would you supply 'notorised ' identification documents given that you've already provided photographic evidence, ie, photograph of me holding drivers licence containing photo of myself of which are a clear match.

Are Bonza legitimate or have I been defrauded of thousands of deposited dollars?

Hello OXMAN11,

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

Hi Nick thank you for your assistance.

I have had all documentation approved that I have submitted the problem is that my pending money keeps getting returned to my account with further documentation being requested. Last Wednesday I submitted the required documents, all accepted as evidenced in my profile.

Withdrawal denied and required to send photos of me holding each relevant document. Again completed and accepted.

Withdrawal again denied and I now have to have my documents 'notorized'. I'm not even sure if it is possible to have a driver's licence 'notorised' as it is what you use to verify your identity prior to having any documents 'notorized'.

A photo of me holding my drivers licence with photo on it is effectively exactly the same validation.

I feel that if they weren't just trying to string me out they would have requested the notorized documents straight up.

Bonza claims that they have to adhere to certain regulatory standards and yet they are operating without a licence in Australia so what a crock of shit! The only regulations they are governed by are their own.

The only line of communication possible is email, haven't spoken.

Thank you OXMAN11 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi OXMAN11,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bonza Spins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why you have requested the player to provide any notarized copies of the documents if the original ones were already accepted/approved?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 OXMAN11,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia