BondiBet Casino - Снятие игрока отложено.

I have been approved, my identity has been approved, green across the board. My winnings have been bounced back 3 times and every time I ask them why, they tell me I need to give them some other piece of information or click on this link first. Which I did and I have an email thanking me for the information. But they bounced the money back again. I don't know what to do, I'm not sure who polices them, I remember ecogra from a few years back, but I can barely find a governing body to complain to that this website is beholden to.

Basically, it's we just need this, try again, oh we just need this, try again... It's green across the board and I have the screen shots.

Thanks, Daniel

Dear ColtMagnus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Please note, the casino can require additional documents for verification, and this isn’t unusual.

Which documents have you already provided, please? When exactly did you send the last of them?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Bank card, drivers licence, proof of address and also a very recent bank statement. 15th of January I sent them my bank statement.

Thank you for helping me.

Thank you very much ColtMagnus for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello ColtMagnus,

I looked at your complaint and will do my best to help you. I would like to invite BondiBet Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal?

Hello ColtMagnus,

Well done on your nice win at the casino!!

Please note that we are not the casino support be we are the support for the affiliates and we don't have access to the players data. We can however contact the casino and try to help.

And that was exactly what we did, we contacted the casino and they have informed us that they are still waiting for the Credit/Debit Card Voucher for one of your cards. And that was the reason for the last reversal.

Casino confirmed us that as soon as the voucher is well received the request will be approved.

Note that the casino will follow the withdraw procedure on every request you make, so there is a time for the request to be approved, failing that the funds are reversed to your casino account.

We recommend you to provide as soon as possible the aforementioned Voucher to the casino.

Once all approved you will no longer have issue in your withdrawals. If you used this same card you will find the next cashouts very quick.

Please keep us updated.

Kind regards,

Bondibet Support Team

How about a video conference where I hold all my cards, my school reports, everything I've bought on ebay, my passport and my entire family in the background holding up all their identification? This is ridiculous. What ever the voucher is it's pointless, I've never had to do so much in the past and they were overbearing, too. How about you don't take money from customers until they're verified enough to take the money out! Buying a printer wasn't part of the deal. Leaving my home, wasn't part of the deal. I have back problems and this is really annoying me!

Dear ColtMagnus,

in order to withdraw your money, please send them what they are asking for and let me know about your progress.

Dear ColtMagnus,

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.

I don't own a printer and I don't go out, my back is messed up. Thanks. They get to keep the money it looks like. They took the money off the bankcard that is attached to the bank account I want the money put into it. Nothing is going to happen. I'm really pissed off! Who polices this casino? I'll go to them!

I told my therapist to get f**ked today, because she's useless, f**k everyone on this entire planet! I'm just gonna kill myself, like I've been planning for some time. Everyone f**ks me! When do I get to do some fu**ing? NEVER!

Dear ColtMagnus,

Casino stated what you are supposed to do in order to withdraw your winnings. Did you follow their instructions? It is necessary to proceed with your withdrawal request. You need to understand that if you will not cooperate we will not be able to help you.

Dear ColtMagnus,

Apologies if the process is causing you distress however we as a casino do have protocols that need to be followed.

We have taken this matter up the line and received confirmation that the payment was approved and in the process of being sent to you. Kindly note that from here it is in the hands of the processors (banks) and with wire it does take a few business days to reflect (maximum of 7 business days). 

Please check your email as you must have already received a confirmation of the approval.

Due to the nature of the above post we as a casino do have an obligation to look after our players interest through responsible gambling and gamble aware. With this being said your account has been locked for the time being - however this will not affect your cash out as this has been processed and is on its way to you.

If you have any further queries please feel free to contact us.

Congratulations on the win and we wish you all the best.

Warm regards 

Bondibet Support Team

Dear ColtMagnus,

let me know when you'll receive your winnings, please.

Dear ColtMagnus,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.