The player from Germany had €2335 in his account after taking advantage of a welcome offer but faced repeated payout reversals and eventually had his account closed. Despite completing the verification steps and providing the necessary documents, the casino claimed that the verification process took too long and did not provide sufficient information. The issue was resolved after the Complaints Team intervened, which led to Bison Casino contacting him, apologizing for their mistakes, and processing his withdrawal within 24 hours. Additionally, he received a €200 no deposit bonus as a gesture of goodwill from the casino.
Bison Casino - Player’s account has been closed without payout.
Resolved
Our verdict
Case closed
Amount: €2,335
Bison Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
Beautiful good day,
My name is Marvin ****, I took advantage of the welcome offer some time ago, gambled and after the gamble I had a sum of €2335 in my account, completed verification steps (uploaded my ID card, proof of my address,) and deposited via a Crypto Soft Wallet. (Proof of payment with name and address on the payment was required, which is not possible with a self-managed wallet.)
Further questions in the chat as to whether a bank statement or something similar would be possible were never answered (bank statements were also sent!!).
After several attempts to request a payout, which were always reversed, my account was simply closed and the money was kept.
The reason given was that my verification process took too long and the verification data was not provided.
-I have uploaded my personal details as well as a clean proof of address and a bank statement.
I hereby ask for help and hope to at least get my money back somehow.
Best regards and thank you for your time
Marvin ****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Woizahoiza,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bison Casino. Please allow me to ask you a few questions, so I can better understand the situation.
- Have you received feedback on the verification status of your documents, or have you been asked to provide any alternatives?
- Please let me know about the timeline of key events preceding your account closure regarding the requests for documents and when you provided them. Share screenshots here or send the supporting evidence 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
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1 year ago
TranslationI have written them an email and I am happy to provide any additional documents the site requires.
After I had played through the welcome bonus and the money was confirmed as real money, I immediately uploaded the documents to the site.
Then, as I had already said, I tried to withdraw several times, then left the account dormant for about a month and then wanted to try again. From then on, I was blocked and couldn't log in again.
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1 year ago
Thank you very much, Woizahoiza, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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1 year ago
Dear Woizahoiza,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact Bison Casino outside this complaint thread and let you know any new information once I receive it.
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1 year ago
TranslationBeautiful good day,
First of all, many thanks to Casino Guru and especially to Katarina, who took on my case.
I would like to thank everyone for resolving my case and resolving the inconvenience.
Bison Casino immediately contacted me via email, apologized for their mistakes, and processed my withdrawal within 24 hours.
Additionally, I received a €200 no deposit bonus as a gift, which I definitely consider a very generous gesture.
With this in mind, I would also like to thank Bison Casino again on this site for being so fair, immediately recognizing their mistakes, and also giving me a free bonus of €200.
My conclusion here, as far as Bison Casino is concerned, is that I am very positively surprised and can happily recommend this site as a casino site to play at.
Best regards and thanks to Casino Guru
Woizahoiza
Automatic translation:
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1 year ago
Dear Woizahoiza,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina Duboak
Casino.Guru
