Complaint #14 BonusBet Casino

Issues with account verification

By manuellove

3 years ago

Hello Askgamblers,

I registered on Bonusbet about 3 weeks ago and won €297. I sent the requested documents to verify my account. After that I received an email from Betsamigo Casino (not Bonusbet Casino!): "We would like to inform you that your account has been temporarily suspended for security reasons.
Please provide us with additional documents as proof of identity and proof of address."

I sent them the all needed documents but I received the next message:
"Thank you for providing us with your documents. We would like to inform you that we do not accept documents via email." But I have no access my Bonusbet Casino. I can't figure out why they write me from another casino. It's Betsamigo Casino. I have Betsamigo account and have no problems with it. I can't understand anything.

As a result my Bonusbet Casino account was suspended and the winning was stolen!
Can you please help me with my case? Thank you

Disputed Casino BonusBet Casino

Reason Verification issues

Amount €297

Discussion

AskGamblers

• Support Team

3 years ago

Dear BonusBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

BonusBet Casino Complaint Stats

Resolved 7 / 14

Avg. Amount $5,212

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

BonusBet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 7 out of 14 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

BonusBet Casino Complaints

See all complaints for this casino

Delayed withdrawal for 499 euros

My account is fully verified and I made a withdrawal request for 498,8€ on the 23th October and haven’t gotten the money yet. I wrote to their customer service but they couldn’t do anything. Don’t what to do but I hope this will help. J.

Unresolved

€499

Stalling with the withdrawal processing

I have made an withdrawal request for 1000€ one week ago (12.10). I have fully verified account, last document asked was sent 11.10.

I asked for an update saturday 14th via email and the answer was that it is approved and waiting to be processed which should be shortly. Nothing has happened, it still shows as pending balance on My account. I have asked for an update and got told same thing multiple times, that it is waiting for processing.

I have additional 450€ on the account, since they don't allow more than 1000€ per withdrawal. I tried to attach some photo evidence here but it won't let me.

Resolved

€1,450

Delaying the withdraw without any good reason

Please note that, as T&C indicates, an extension of up to 2 additional days may be warranted in the event of further investigation. However, it is essential to emphasize that you have already verified and endorsed the matter is approved and don't need anything else than ”the relevant team” to put the payment in motion. Therefore, there are no justifiable grounds, even in accordance with your own regulations, to extend the period beyond 48 hours." Bonusbet casino IS violating their own T&C sayin they will complete the payment within 2 days and that timeframe IS exceeded , The kyc has reviewed my withdrawal so there is no need for more documents and my account IS fully verified so they are just delaying. The customer service is terrible answering with copy paste and not helping me resolve this matter. This is not the first time these new casinos do this. The amount of the withdraw is 500e.

Resolved

€500

Payment delayed for 20 days

Hello!

Casino BonusBet has not paid me my money for about 20 days!

I have made many deposits. Account verified.

The support does not tell me the reason for the delay in payment.

Every day they promise that soon the request will be confirmed! And so every day! I don't have the strength to take it anymore!

Help me, please!

Unresolved

$91

Bonusbet Casino Withholding Payment

Hi there.

I hope you are well.

Bonusbet have been withholding a withdrawal since the 13th August.

The account has been fully, extensively, verified. I have had a withdrawal before.

I have followed this up with them multiple times by email, only to be told it will be processed, but then it never is.

I have also made a formal complaint.

The withdrawal is for €1000. I also have another €503 waiting in the account once this withdrawal has been processed (There is a maximum limit of €1000 per withdrawal), making an overall total of €1503 outstanding.

Any help you could give would be much appreciated.

Thank you.

Unresolved

€1,503

Dishonest casino

I made a €1,000 withdrawal on August 3, 2023, and I still haven't received the money. this is repeated delay with that casino. they have already taken €15,000 from me citing their terms of use, which has a daily profit limit of €5,000, this violates EU legislation. I also try to inquire about the customer service at home and ask for more contact information, as they have no cooperation to deal with the matter and eventually close the chat, the reason being that they have already answered my questions.

Unresolved

€1,000

Trouble with my withdrawal

I have €25001.28 in casino winnings. Winnings are won without bonuses. I have made a repatriation on July 3, 2023 and it is still being processed.

I have inquired about the matter from customer service, where they apologize and appeal for urgency. I have successfully verified the game account before and made two withdrawals before, but after winning bigger the withdrawals stopped.

In addition, I am worried about the €5,000 win limit within 24 hours in the terms of use at the casino. Is this even legal, I think it shouldn't be.

Unresolved

€25,001

Delayed withdrawal

Hello,

After I sent all documents to verify my account they told me my account is fully verified now. I sent a withdrawal request the next day they declined my withdrawal and said they need a selfie of me holding my bank card next to my face, which I send too. After that I sent another withdraw request, it's been now 2 days and still pending.

Today I wrote again the support and he told me that everything is fine and IT will be finished today. Today is over and they told me they have an update "very soon" whatever that means.Well, it's still on pending :)

Resolved

€500

Verification and withdrawal delay

I have been trying to get myself verified since Saturday 22th of april. I uploaded all the required documents and I got verified on Tuesday the 25th of april and I could withdraw my funds (16k). 1k at a time, it is fine because that is how they handle their things and it is written in their policy.

However, on Wednesday the 26th of april I reveive an email stating that they need one more selfie of me holding my ID in order to fully verify my account and complete my withdrawal request, I have uploaded 2 selfies instantly (just incase 1 is not good) and it was pending once again. Today I logged into my account and I saw that my withdrawal request has been rejected and the money has been added back to my balance, after 24h of sending the selfies. I have not reiceived any email regarding this and I can not get a proper awnser of why my withdrawal request has been rejected this time. It is quite frustrating because I have been busy with this for days, uploading all they ask for and not getting the right support. Live Chat redirects me to their email, [email protected], but I dont get awnsers. I dont know what to do now in order to withdraw my funds properly, please help.

Unresolved

€26,001

Stalling account verification and withdrawal

I made an account to bonusbet 14.4 and won a bit, Sent a withdrawal request and also sent the basic documents (Payment Method, Proof of identity, Proof of residential address) because I knew they are gonna ask them. Took couple days and I got an email saying that the documents are approved and I would be able to withdraw funds now. I sent a new withdrawal request and after 2 days I'm getting email saying that the withdrawal is canceled and they need a selfie of me holding my ID. Uploaded new document of me holding my ID and after a day got email that the document got approved and I would be able to withdraw my funds. Requested withdrawal once again, The next day got email saying that withdrawal is canceled and they need more documents AGAIN. This time they needed an picture of me holding a paper that says my Name,Birthdate, Name of the casino. It's incredible how they ask only one document at a time and delaying my payment just to hope I would cancel my withdrawal and lose the money.

Resolved

€500