BondiBet Casino - Výběr hráče byl zpožděn.

BondiBet have rejected my withdrawal 3 times now and do not make any attempts to resolve problems and process your withdrawal within the 5 business day review period. They wait till after the review period before they make available to you any information you need to satisfy their approval process. I believe this action is intentional because I have seen reviews from other players who have detailed going through the exact same frustrating steps I have, even down to being randomly selected for additional verification after your 3rd withdrawal attempt is rejected.

To further support this, after my second withdrawal was denied, and I went on chat to ask what the issue was (because Bondibet never contact you during the review period, you have to wait the full, to the hour, 5 business days until you see your funds have been credited back to your account before support agents on chat can give you any updates). I had to provide their credit card "voucher" forms, which when I emailed, i asked for a reply email to advise when the forms were received and updated on my account to allow the cash out to proceed. I received an email back literally 9 minutes later to say documents were received and approved and added to my account. Then 7 days and 14 hours later I received an email from Bondibet saying all my documents have been approved and my account was now verified. Despite this, they still rejected my withdrawal request. I was told then that I had been selected for a random additional verification which would take 10 business days and after this time I could again initiate the 5 business day withdrawal process.

They are blatantly trying to stall paying people money they are owed fair and square so that people gamble away all their winnings and Bondibet don't have to pay out any money.

When i have made withdrawals on others sites, they attempt to get any further documentation they need to approve your account and process your withdrawal within the initial withdrawal review period.

Dear BJD99,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you play with any bonuses or your own funds only? Have you ever made a successful withdrawal before or was this your first attempt?

Additionally, if there is any other relevant communication between you and the casino (except the attached screenshots), please forward it to kristina.s@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,

Kristina

Hello Kristina, thank you very much for assisting me with this matter. It is reassuring to know that there are people on your side when it comes to dealing with complaints within the online casino business.

There was an error with my balance which was corrected when I was waiting for the initial verification. My initial deposit was made with their "play for no risk with our 100% cash back offer". When I looked at my balance (after initiating verification) I saw my balance was sitting entirely in the bonus balance, which it shouldn't have been. I contacted support via the chat and the issue was immediately resolved and my balance then correctly showed up under cash balance.

I can put together some screen shots of the list of various account transaction/game play (with balance) where relevant if you think that would be helpful?

Many thanks,

Briana

Thank you very much for your answer, BJD99. It is always better to gather as much information as possible about the issue, so please forward anything that could help us support this case to kristina.s@casino.guru, or alternatively, you can post it here.

Thank you very much BJD99 for your emails. 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 BJD99,

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

Hello BJD99,

Well done on your win at the casino!!

Please note that we are the support team for the affiliates and we will always do our best to chase up any player queries coming through.

We do understand your frustration with the withdrawal process and we do agree that the 1st withdrawal can sometimes be very frustrating, let me explain you the process, this might give you some light on why is taking so long.

All first time withdrawals are subject to an extensive process of verifications. Please note that the casino receives hundreds of withdrawals requests worldwide.

All verifications are carried by the different departments within the Security team. All done with a tight protocol and each department won't share any of the player information to any other department or team. On top of that no one from security teams makes contact with players, they do their request to costumer support.

So, you requested your 1st withdrawal, documentation is required by KYC department. If they approve all the required docs their job is done and the request goes to the next set, if not they will approve what is accepted but they will reject the withdrawal. If withdrawal is reject a report with what is outstanding is send to costumer support and they will contact the player.

In your case KYC got approved and your withdrawal request went to the product department from the security team to a quick overlook of your game play, this is usually to check if you haven't exceeded any bet limit. Then was sent to payments team. This team did not approved and again, sent a report with what is required to costumer support.

Note that if at any moment the process exceeds the time limit to be complete the funds are reverse to your account.

During all of this costumer support doesn't have a process status information, for example, if a request is with the payment team they don't know it, for them is being processed. Basically, their are only messenger in a withdrawal process.

Every time a withdrawal request is made the process follows the same procedure and in your case what happened was that the product security team randomly selected your request for a full gameplay review. That is only performed if payment team approves the payment.

This is in fact random, only requests from players that have never been through this check in the past year can be selected. I have seen complains of players claiming that this is not random it was just because the player is requesting a high amount, this is not true, product doesn't know anything about your withdraw amount or the player. For them is a series of plays with a very long number (which will be your ID in the game play) that they have to check.

Unfortunately, as aforementioned this can be a frustrating process for the player. The good new is that it won't be like that on your next withdrawals. After this you almost get a green card to cashout.

Please just be a little more patient with the casino in this process. As you can see this is not beneficial to them, all of this only overloads the teams involved.

On behalf of the casino we would like to apologise for the bad experience you are having so far and thank you for your patience and understanding. For any further information, please do not hesitate to contact us.

Congratulations on your win and we wish you many more.

Warm regards,

Bondibet Support Team

Thank you Bondibet for your response. Can you please advise if my withdrawal is going to be subject to another 5 business day review period once it has been approved by the product security team or will the withdrawal occur immediately by automation?

Remembering that my funds were credited back to my account when the withdrawal went to the product security team for an extensive review, so effectively the funds would have been sitting as credit in my account (I personally requested another withdrawal so that the balance of my account was not going to be tempting me to continue gambling with my winnings) for the 14 days it takes the product team to complete their process.

Does the casino take into account that for during the entire length of the drawn out process for withdrawing, the player always had access to cancel the withdrawal and if they had a moment of weakness that's all it would take for them to put their winnings back through (and coincidentally then the casino doesn't have to pay them out?!). And I will say drawn out with absolute conviction here because despite you having processes in place for you to be able to explain why it takes so long, the fact of the matter is that this is a very drawn out withdrawal process and by probability alone, puts the player at a high risk to cancel the withdrawal and loose their winnings.

I look forward to your timely response,

Regards,

Bri

Good day Bee4jay,

Once the withdrawal is approved by the security team it will directly to payments department to be processed.

The length of the process is in anyway linked to making you play your winnings.

Firstly, as quicker you get paid by the casino as happier you will be by playing in it. More likely you will play again.

Secondly, winnings are not subject to any wagering requirement so any player can win or lose. Very recently we had a player with a very big win that requested his cash out, 2 days after he reversed the funds to be able to play and now he has a balance 7x the initial amount.

What is beneficial to the casino is that players are happy to play on the casino, but the casino as procedures to follow. Those procedures some times are very frustrating on the 1st withdrawal, but once is done is all smooth.

We are waiting on an update on your request and as soon as we get any news we will post it here.

Once again, thank you for your patience and understanding.

Warm regards,

Bondibet Support Team

Okay, thank you for clarifying that for me.

I can understand that customer satisfaction is an important part of your business model. For myself, I initiated this withdrawal process on the 5th of April. Over a month ago, being the 11th May today and the 10 business day timeframe for the extensive review still has 3 days on the clock. That's a tedious endeavour to go through and a frustrating wait to have to bear to get your winnings in your hand.

The timeframe it takes from withdrawing and receiving those funds makes a very strong impact on my experience of satisfaction, first withdrawals included.

Thank you, I would appreciate an update at your earliest convenience.

Regards,

Bri

Hello Bondibet support team & Viliam (& Kristina),

I am very happy to report that i received an email at 19:30 today from Bondibet to advise that my withdrawal had been approved and the funds have been issued.

Thank you casino guru, your support provides immeasurable help.

Thank you Bondibet support team for your assistance in resolving this matter.

Im very grateful to be able to sign off on this thread with the matter now coming to a conclusion (I won't say solved, but if anyone is reading this thread because they are experiencing similar troubles, then there is some assurance that an eventual payment is a possiblity)

Kind regards,

Briana

Dear Briana,

thank you for the information, let me know when you'll receive your winnings, please.

Winnings have been received (withdrew via bitcoin) thanks Viliam 😁

Good morning Briana,

Thanks for letting us know and once again, thank you for your understanding and much need patience.

Congratulations on your wins, we wish you many more.

Warm regards,

Bondibet Support Team

Dear Briana,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru