Bounty Casino - Player’s struggling to complete account verification.

Please help me in withdrawing my winnings, I regularly played bounty casinos without any problems, but as soon as I managed to win the amount of 236 thousand rubles, the casino froze the withdrawal, after which the administration asked me to provide documents confirming my identity. I applied on 12/09/2022. but still no answer. When asked why they check my documents for a long time, the support chat answers, (The SECURITY SERVICE HAS THE RIGHT TO CHECK DOCUMENTS FOR UNLIMITED TIME). I understand that the administration has the opportunity not to pay winnings without violating its own rules. This well-designed fraudulent activity may continue until I lose all my money or pass verification.

Dear dimdimdim2703,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hello, I was asked to provide a passport photo.

Thank you very much for your reply, dimdimdim2703. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

1) THE PHOTO CONFIRMS THE VERIFICATION DATED DECEMBER 9, 2022.

2) Photo CONFIRMS CANCELLATION OF ALL PAYMENTS

3, 4, ) Photo CORRESPONDENCE WITH SUPPORT ( Also 4. Photo Answer CASINO HAS THE RIGHT TO CHECK DOCUMENTS IN UNLIMITED TIME)

I would like to say one point. I think it deserves attention.

I recently received a response from a casino representative to my complaint on a casino review site. I was asked to contact the casino manager and discuss my situation, I was provided with his working chat in the telegram channel. I wrote my whole situation. He responded and provided me with his services to solve the problem at the level of the management of this casino. But his services are paid, he advised me to pay 15,000 rubles for an accelerated verification of my documents.

This is crazy and I refused. (think scammers)

If you are interested in this situation, I can provide a history of correspondence on the feedback site and personal correspondence with the manager. He also told me that in my situation it is possible that the verification of documents will take more than six months.

You can forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I sent you earlier all the correspondence between me and the casino. This information is above!

If you are interested in correspondence with the official bounty casino manager. In this message, I will post screenshots of the correspondence between me and the casino manager.

I think this is nonsense, the manager suggested that I resolve the issue related to the long-term verification of my account in the bounty casino through paid services.

The manager of the bounty casino said that if I did not pay for his services, then my problem would be long-term and possibly take more than a year. This causes a special distrust!

All correspondence is sent as a screenshot.

Thank you very much, dimdimdim2703, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Kristina

Thank you, However, the problem with the payout in the bounty casino has not changed. I hope my issue will be resolved soon. I wish you all the best!!!

  Sincerely, Dmitri.

I hoped that the issue would be resolved and they would help me return the money, due to the lengthy verification of the account. But the casino took my money. This casino should be flagged as a scam!!!

If you do not believe my words, I can give the data for authorization. Your experts will see it for themselves. Check out this information! I will give you a password and login so you can check my account information.

The fact is that on December 26 I made 4 bets on sports, for a total of 200,000 rubles, of which 2 bets were won, but I still can’t get the money. bets are fully settled, This information is also displayed in the history of all casino games, in my account. There, the rates are clearly set, but the money is not credited to the game account.

Dear dimdimdim2703,

From now on I’ll be taking care of your complaint. I completely understand your frustration. I’ll contact the casino and try my best to resolve the issue.

I would like to invite the representatives of Bounty Casino to join this conversation.

Dear casino team,

We’d like to kindly ask you to clarify the situation and state the reason why the verification process of dimdimdim2703’s account hasn’t been concluded yet. Any relevant evidence can be forwarded to andrej.p@casino.guru.

Dear dimdimdim2703,

Please be informed that we managed to get the contact information of a representative of Bounty Casino who should provide a statement on this matter. We are currently waiting for their response. Thus, I’m extending the timer by 7 days.

Will wait !

Hello Dmitry! I am the official representative of Bounty-Casino! Let's go in order. First, with regard to verification. As far as I know, you provided broken files for identification. You may have used the wrong format. According to the instructions from the personal account, the user must provide:

1. Photo of the front side of the identity document
2. Photo of the reverse side of an identity document
3. Specify full name
4. Specify date of birth
5. Specify gender
6. Specify country and city

The file must be in JPG format. The photo must be clear, without watermarks, strikethroughs and blurs. If the system does not accept the document, write to the support service about your problem. Drop them the files you submit through the form and get approved. At the moment, I see that verification cannot be completed due to an error getting documents. I draw your attention to the fact that the documents must be transferred through the support service .

Secondly, regarding your communication with the "manager" in the telegram channel. You have fallen for the scammers. All our official groups in social networks are listed on the site. The person who wrote to you in the comments on Otzuvru is a scammer. He also pretended to be a representative. We have already dealt with this and here is a claim to the administration of the site with reviews. I am glad that you did not fall for the bait of scammers and did not pay anything to anyone. I remind you that the administration never takes money for solving any problems. In addition, we do not delete our groups in social networks. And official representatives work only through trusted sites, like this one.

Thirdly, regarding the sportsbook complaint. Previously, you have already been given the answer that the error did not occur on our side. We cannot interfere with the operation of the sportsbook or the programs you use on the site. In this regard, we have a paragraph of rules

4.1.2.6. The organizer is not responsible for the incorrect functioning of the game software. The Participant uses the software on an "AS IS" ("AS IS") basis. If the organizer establishes that during the game a failure (error) occurred in the operation of the site, then the results that took place during the incorrect operation of the software may be canceled or adjusted at the discretion of the organizer. The participant agrees not to appeal to the organizer about the quality, quantity, order and timing of the gaming opportunities and services provided to him.

In addition, according to paragraph Guarantees and liability 5.1. The Organizer does not guarantee constant and uninterrupted access to the playground and its services in the event of technical problems and / or unforeseen circumstances, including: defective work or non-functioning of Internet providers, information servers, banking and payment systems, as well as illegal actions of third parties. persons.

However, we are interested in solving Dmitry's problem as soon as possible, so we signaled an error. Now, just like the client, we expect a speedy solution to the problem.

So if there was a mistake on the part of the bookmaker, you can not pay money, with this I want to prove that you are scammers. I lost a lot of money on sports betting, but once I win the smaller part, you just take my money and explain that it's not your problem. I played in many casinos and got into similar situations, but in such a situation, the bookmakers always returned my money! I play in your casino and I want my money back, all I want is my money back!!!

Almost two months have passed since the submission of documents, so you write that there is an error in the files and my documents are not accepted, during this time I have sent my documents many times in different formats, perfect quality! And many times I sent documents to the support chat, but my documents are not accepted!

Write your email address, I can send you my documents, show them to verify my account!

But this is the last thing I want to do in the first place, so that they return the money to me and open access to the withdrawal of funds !!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Thank you, Bounty Casino representative, for providing the explanation. We’re sorry to hear about the situation with scammers pretending to be employees of the casino and we’re glad dimdimdim2703 did not fall for it.

Dear dimdimdim2703,

I understand your frustration but despite all circumstances, to proceed with this case, I strongly recommend following the casino representative’s instructions. Have you tried getting in touch with the casino’s customer support by sending a message to one of the contacts listed on the casino’s website? Do the files you provided meet the requirements listed by the casino representative? I’d like to kindly ask you to forward the documents you provided to the casino and/or all relevant communication with the casino to andrej.p@casino.guru.

If you have any questions, please feel free to ask.

I sent you an email with the photos that are required for verification.

Thank you, dimdimdim2703. I’ve received your e-mail. If the attached photos are the exact ones you provided to the casino, I strongly recommend taking new ones, using a good-quality camera, and uploading them in high quality. Thank you for your understanding.

Dear casino team,

To clarify the situation, we would like to kindly ask you to specify the reason why the provided documents haven’t been approved. Any relevant information can be forwarded to andrej.p@casino.guru.

I'm tired of waiting for this clarification And I'm sure that you won't help me, they just threw money at me and won't pay me, I learned a lot and realized that this casino is a scammer, he threw a lot of people for money! for this reason, I will not waste my time and demand my money, since they will not return to me!

Dear dimdimdim2703,

I completely understand your frustration, but I’m afraid that staying patient and following the given instruction may be the only viable solution to this issue. Could you please advise if you’ve tried submitting your documents in full quality as recommended in my previous comment? Unfortunately, we still haven’t received any new information from the casino.

Unfortunately, no one answers me, and they don't even want to return my money. I'm afraid that you won't help me because the casino does not want to honestly solve this problem.

Thank you, Bounty Casino, for providing the information, but could you please explain the situation in more detail? Do I understand correctly that the links between dimdimdim2703’s account and another gaming account are the reason for the current decision of the casino? Furthermore, could you please advise which page and 3rd party site were you referring to, and how is this finding connected to the player’s case? Any supporting evidence can be forwarded to andrej.p@casino.guru.

Dear dimdimdim2703,

I’d like to kindly ask you, in the meantime, to comment on the above statements and explain your point of view. Thank you in advance.

I signed up using a friend's link. He advised me to go play in your casino!

Is this considered a crime?

Okay, the account verification was successful, but that's because the casino doesn't want my money back! I understand that they did this so that I would continue to play at this casino. But I won't do it! Because the casino stole my money!

Isn't it clear that this is a scam casino as I am accused of having multiple accounts but they are keeping my account so I can keep playing.

You say that I have a multi-account and at the same time closed the issue with checking the account!

Why are you manipulating me!!!

I am sure that if I continue to play in your casino, you will gladly take my money, and if I win, then simply do not pay them out due to the multi-account.

I promise that in this case, for everything you did and brazenly manipulated me, you blatantly stole my money. I will pass this information on to all casino rating sites. People need to know about you!!! and make a video review of you, you scammed me for money and at the same time continue to manipulate!

Moreover, I have seen similar complaints about your casino on many resources, in which case I will make a video review of your casino for a wide audience!

For some reason, your friend comes from the same device and the same IP. You gave a blunder with this, did not follow. Now you're trying to get out. As for the decision on this complaint, I was talking about the site latestcasinobonuses. There this question is similarly closed. As for the evidence, I'll send it to you now.

You're lying, my friend has a verified account! and also you recently verified my account. But after when you did not want to pay my money and in the end they stole it from me and you think that I will play after that because I did a full check and confirmed the verification.

If necessary, I am ready to send authorization data so that the administrator of this site checks that I am telling the truth! my account is verified, and I can also send the details of the verified account of my friend, who plays more than me.

I don’t have time now, but soon I will release a video about how you scam people for money, by the way, with similar complaints, you have already thrown many people, it turns out I’m not alone here!

Thank you, dimdimdim2703, Bounty Casino team, for the additional details.

Dear casino team,

Could you please advise if, in addition to the findings regarding connections between the two accounts, there is any reason to believe that the users were intentionally trying to participate in any action that would give them an unfair advantage and/or would generally constitute a breach of the Terms and Conditions?

Please forward any relevant evidence (the relevant session logs/transaction histories) to andrej.p@casino.guru.

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.

I do not understand what you have written! Can you write clearly?

Dear dimdimdim2703,

The last comment was added automatically, as we haven’t received any additional information from the casino in the past 7 days and thus, the previously set timer expired. Allowing additional 7 days for a response is the standard practice. Currently, we are still waiting for the casino team to respond. For now, I can only recommend you to stay patient.

I hope for your understanding in this matter.

Dear dimdimdim2703,

Unfortunately, the casino team stopped responding. It was not sufficiently proven that the decision of the casino was based on any grounds beyond the connection of your gaming account to your friend’s gaming account.

Without cooperation from the casino’s side, we’re not able to continue with the investigation and are forced to close this complaint as ‘Unresolved’.

Nonetheless, I can assure you that the time you’ve invested in this thread won’t be wasted as before submitting an official complaint to the Licensing Authority, you need to reach out to an independent negotiator, which you did. With that being said, I strongly recommend contacting the casino’s Licensing Authority (Gaming Curacao). It’s not one of the most reputable regulators, but it's definitely worth a try.

Please let me know if you decide to do so and/or if our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.