The player from Australia is waiting for her account to be verified. The complaint was closed as unresolved as the casino did not respond to us within the given time.
Bonzo Spins Casino - Player is trying to verify her account.
Black points: 60
Amount: A$350
Bonzo Spins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Dear Michele,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand that the KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take some time to collect and review all the necessary documents.
From your attachments, it seems that the casino asked for documents only yesterday. Could you please indicate when exactly have you provided the required documents?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
i want you to close my account and i will be contacting the ombudsman to tell them tpo ban your casino from australia there are 45 000 blackspots against your casino and will be seeking some compensation against your scamming casino
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3 years ago
Michele, please understand I don't work for Bonzo Spins Casino, but for Casino.guru, which operates as an independent service, and, unfortunately, I cannot close your account. Would you mind sharing the reason for closing your account? It isn't the best idea in case there is any balance left that you are about to withdraw.
Also, I am afraid you won't be able to withdraw your winnings without a successfully verified account. So, would you be so kind and let us know, when exactly you provided the required documents? Has there been any news regarding this issue?
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3 years ago
i sent my documents on the casino and they got approved then when i went to check my winnning they disappeared
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3 years ago
Did you play with any bonuses? If yes, would you be so kind and post here the link to the offer you redeemed?
Have you tried contacting the casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.
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3 years ago
Dear Michele,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Thank you very much Michele for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
We haven't receive any answer from the casino yet. Please note if we won't receive any answer within the next 7 days the complaint will be closed as unresolved which could lead to casino's rating deduction.
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3 years ago
Dear michele,
As the casino haven't respond to us within the given time, we will be now forced to close the complaint as unresolved, which could negatively affect the casino's rating. I'm really sorry we could not help you more but as the casino is non responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.
Best regards,
Nick
Casino.guru
