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Dear support team,

I am contacting you today to discuss an urgent matter, my withdrawal on the https://bonusbet.com platform. I play on this platform daily and have always had faith in your services. Unfortunately, however, I recently had a disappointing experience that I would like to address.

On 06/13/2023 I made a withdrawal request for €1000. According to their website, the withdrawal should be processed within 72 hours max. Regrettably this has not happened to date and there has been no clear communication as to the reason for this delay other than to be patient. I have previously made withdrawals with no problem and I feel like they are now being deliberately delayed.

I would like to emphasize that fast and reliable withdrawal is of paramount importance for every player, especially for loyal customers like me. However, the current circumstances have significantly shaken my confidence in your platform. It is extremely frustrating that I don't receive my won money on time and I don't get clear information about the progress of the editing.

I therefore urge you to address this matter and find an immediate solution. I expect my withdrawal to be processed as soon as possible and to receive regular updates on the status of my request. Also, I would like to know if there is a specific reason for the delay and what measures you are taking to ensure such situations are avoided in the future.

As a loyal customer, I expect courteous customer service and smooth processing of my financial transactions. I hope that you will take my concerns seriously and take appropriate action to restore my satisfaction as a customer.

I kindly ask for a timely response to my complaint and thank you in advance for your efforts.

Sehr geehrtes Support-Team,

ich wende mich heute an Sie, um eine dringende Angelegenheit zu besprechen, nämlich meine Auszahlung auf der Plattform https://bonusbet.com. Ich spiele täglich auf dieser Plattform und habe immer Vertrauen in Ihre Dienstleistungen gehabt. Leider habe ich jedoch kürzlich eine enttäuschende Erfahrung gemacht, die ich gerne zur Sprache bringen möchte.

Am 13.06.2023 habe ich eine Auszahlungsanforderung über 1000€ gestellt. Gemäß den Angaben auf Ihrer Website sollte die Auszahlung innerhalb von max. 72 Stunden bearbeitet werden. Bedauerlicherweise ist dies bisher nicht geschehen, und es gab keinerlei klare Kommunikation bezüglich des Grundes für diese Verzögerung außer das ich mich gedulden soll. Ich habe davor ohne Problem Auszahlungen getätigt und ich habe das Gefühl, dass diese nun bewusst verzögert werden.

Ich möchte betonen, dass eine schnelle und zuverlässige Auszahlung für jeden Spieler von größter Bedeutung ist, insbesondere für treue Kunden wie mich. Die aktuellen Umstände haben mein Vertrauen in Ihre Plattform jedoch erheblich erschüttert. Es ist äußerst frustrierend, dass ich mein gewonnenes Geld nicht rechtzeitig erhalte und keine klaren Informationen über den Fortschritt der Bearbeitung erhalte.

Ich bitte Sie daher dringend, sich dieser Angelegenheit anzunehmen und eine umgehende Lösung zu finden. Ich erwarte, dass meine Auszahlung so schnell wie möglich bearbeitet wird und dass ich regelmäßige Updates über den Status meiner Anfrage erhalte. Außerdem möchte ich wissen, ob es einen spezifischen Grund für die Verzögerung gibt und welche Maßnahmen Sie ergreifen, um sicherzustellen, dass solche Situationen in Zukunft vermieden werden.

Als treuer Kunde erwarte ich einen zuvorkommenden Kundenservice und eine reibungslose Abwicklung meiner finanziellen Transaktionen. Ich hoffe, dass Sie meine Anliegen ernst nehmen und angemessene Maßnahmen ergreifen, um meine Zufriedenheit als Kunde wiederherzustellen.

Ich bitte Sie höflichst um eine zeitnahe Antwort auf meine Beschwerde und danke Ihnen im Voraus für Ihre Bemühungen.

Dear Ylk187,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I keep getting this message. In the meantime it's only 5K and I've shut down the account until they process my payout.

We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email.

Please do not hesitate to contact us should you require any further assistance. Have a nice day.

Best regards,

Diese Nachricht bekomme ich ständig. Mittlerweile sind es nur noch 5K und das Konto habe ich erstmal stillgelegt bis die meine Auszahlung bearbeiten.

We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email.

Bitte zögern Sie nicht, uns zu kontaktieren, falls Sie weitere Hilfe benötigen. Wir wünschen Ihnen einen schönen Tag.

Mit freundlichen Grüßen,

The payout has been in the processing since June 13th, 2023. I have rarely seen something ridiculous that it takes so long.

Die Auszahlung ist seit dem 13.06.2023 in der Bearbeitung sowas lächerliches habe ich selten gesehen das es so lange dauert.

Initially, ten withdrawals were canceled until my account was successfully verified. During the KYC process, new documents were repeatedly requested from me. But after successful verification, four payouts were carried out without any problems. However, the fifth payment has now been stuck for two weeks as it is said to be being checked by another department. It's frustrating as I keep getting the same message that they can't give a more precise time and I get a response. For how much longer !!!!

Zunächst wurden zehn Auszahlungen storniert, bis mein Konto erfolgreich verifiziert wurde. Während des KYC-Prozesses wurden immer wieder neue Dokumente von mir angefordert. Doch nach erfolgreicher Verifizierung wurden vier Auszahlungen ohne Probleme durchgeführt. Jedoch steckt nun schon seit zwei Wochen die fünfte Auszahlung fest, da sie angeblich von einer anderen Abteilung überprüft wird. Es ist frustrierend, da ich immer wieder dieselbe Nachricht erhalte, dass die keinen genaueren Zeitpunkt nennen können und ich eine Rückmeldung erhalte. Wie lange noch !!!!

Dear Ylk187,

Have you received your withdrawal from the casino yet?

No! And always the same news!

Nein! Und immer wieder die selben Nachrichten!

I would be happy to get a response as soon as possible.

Ich würde mich freuen, wenn zeitnah eine Rückmeldung kommt.

And again the same:

Dear Yalkin

Your frustration is understandable, however, since the review is being conducted by another department we cannot provide you with an exact time frame for its conclusion.

We kindly request your patience and upon any update, you shall be notified at once via email.

I keep getting this same email telling me to wait for the department to get in touch.

Und schon wieder das selbe :

Dear Yalkin

Your frustration is understandable, however, since the review is being conducted by another department we cannot provide you with an exact time frame for its conclusion.

We kindly request your patience and upon any update, you shall be notified at once via email.

diese gleiche email bekomme ich ständig, dass ich warten soll bis die Abteilung sich meldet.

Thank you for your reply, Ylk187. Do I understand correctly that you requested five withdrawals, but one has remained unprocessed? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I sent them an email my payout still hasn't been processed and I keep getting the same message that I've been waiting for 3 weeks!!!

Eine email habe ich ihnen gesendet meine Auszahlung wurde immer noch nicht bearbeitet und ich bekomme weiterhin die selbe Nachricht das ich warten muss seit 3 Wochen !!!

Should I send them all the emails all the time, the same thing that they can't give me a more precise time.

I keep getting this email no matter what I ask:

Since the review is being conducted by another department we cannot provide you with an exact time frame on its conclusion. Of course, your comments have been forwarded to the relevant team. Your frustration is understandable, however due to security measures and protocol the relevant department must conduct a thorough review of your account for security reasons. We kindly request your patience and upon any update you shall be notified at once via email.

Soll ich ihnen mal die ganzen Mails zukommen lassen ständig das selbe das die mir keinen genaueren Zeitpunkt nennen können.

diese Mail bekomme ich ständig egal was ich frage :

Since the review is being conducted by another department we cannot provide you with an exact time frame on its conclusion. Of course, your comments have been forwarded to the relevant team. Your frustration is understandable, however due to security measures and protocol the relevant department must conduct a thorough review of your account for security reasons. We kindly request your patience and upon any update you shall be notified at once via email.

And no, I didn't play with bonus money!

Und nein ich habe nicht mit Bonusgeld gespielt !

Unfortunately I couldn't upload all the screenshots here, so by mail. I hope you got everything so far.

Ich konnte leider alle Screenshots hier nicht hochladen, deshalb per Mail. Ich hoffe sie haben soweit alles bekommen.

As always the same message :

Your frustration is understandable, however, since the review is being conducted by another department we cannot provide you with an exact time frame for its conclusion.

We will inform you via email once there is an update, we kindly request your patience.

Please do not hesitate to contact us should you require any further assistance. Have a nice day.

Copy&Paste!!!

since now 3 weeks !!!

Wie immer die selbe Nachricht :

Your frustration is understandable, however, since the review is being conducted by another department we cannot provide you with an exact time frame for its conclusion.

We will inform you via email once there is an update, we kindly request your patience. 

Bitte zögern Sie nicht, uns zu kontaktieren, falls Sie weitere Hilfe benötigen. Wir wünschen Ihnen einen schönen Tag.

Copy & Paste !!!

seit Jetzt 3 Wochen !!!

Thank you very much, Ylk187, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hello, thank you for your feedback. Do I have to contact them by email or will I still get feedback on how to proceed?

Best regards

Hallo, vielen Dank für Ihre Rückmeldung. Muss ich mich per E-Mail an sie wenden oder bekomme ich noch eine Rückmeldung wie es weitergeht?

Mit freundlichen Grüßen

Hi Ylk187,

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

Dear BonusBet 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 what are the reasons for the withdrawal delay? When the player can expect his request to be processed from your side?

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

Hello, thank you for your quick feedback. I hope the casino has an explanation for this. Otherwise, I already know what is to come. The department is processing the case and I would have to be patient like the same e-mail for weeks.

I'd love for the casino to join the conversation here.

Hallo, vielen Dank für Ihre schnelle Rückmeldung. Ich hoffe das Casino Hat eine Erklärung dafür. Ansonsten weiß ich jetzt schon was kommen wird. Die Abteilung bearbeitet den Fall und ich müsste mich gedulden so wie seit Wochen die selbe E-Mail.

Würde mich freuen wenn das Casino hier an der Unterhaltung teilnimmt.

I do not recommend anyone to play on this platform !!!

Ich empfehle es keinem, auf dieser Plattform zu spielen!!!

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.

CAUTION !!!

Nothing has changed, this platform is forbidden! I bet my money and if I win I don't get my payouts ? This is just fraud & rip-off if you want to throw away your money, Bonusbet is right!

The verification was dubious after it finally worked, the money is not paid out and you keep getting the same message: Be patient, this is being processed by another department and nobody can give me a more precise date!!!!

VORSICHT !!!

Hat Sich nichts geändert diese Plattform gehört Verboten!! Ich setze mein Geld ein und wenn ich gewinne, bekomme ich meine Auszahlungen nicht ? Das ist einfach nur Betrug & Abzocke wer sein Geld wegschmeißen möchte, ist auf Bonusbet Richtig!!

Die Verifizierung war schon unseriös nachdem das endlich geklappt hat, wird das Geld nicht ausgezahlt und man bekommt ständig die selbe Nachricht: Gedulden sie sich dass wird von einer anderen Abteilung bearbeitet und keiner kann mir ein genauerem Zeitpunkt nennen!!!!

Dear Ylk187,

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. 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 might 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. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia