Bobby Casino - 決済が遅延しているとのクレームがあります。

I applied for withdrawal once on October 14, 2022 along with KYC documents, but it was cancelled.

The reason is that the KYC documents are not enough, so I submitted it to the support,

I applied for withdrawal again on October 18, 2022, but it was also canceled.

I submitted the KYC documents to the support, but have you checked them? I asked, but no reply.

And after applying for withdrawal on October 20, 2022, it has not been canceled and left unattended.

2022年10月14日に一度KYC書類とともに出金申請しましたが、キャンセルされました。

理由はKYC書類が足りないということでサポートに提出し、

再度2022年10月18日に出金申請しましたがこれもまたキャンセルされました。

サポートにはKYC書類を提出したが確認しましたか？と聞きましたが返答ありません。

そして2022年10月20日に出金申請してからはキャンセルもされずに放置状態です。

Dear akakage2529,

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 was applying to withdraw 500USD with BitCoin instead of 500BTC.

Correct.

500BTC ではなく、500USD を BitCoin で出金申請中でした。

訂正します。

I contacted casino support.

The KYC certification document has not been verified.

The KYC verification document needs to be in English, so I corrected it and sent it back several times,

but it does not pass.

They don't seem to want to pay for excuses.

Thank you for your reply, akakage2529. Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format? Did the casino specify what was wrong with your documents?

Finally sent at 8:52 on Wednesday, November 2, 2022.

No response from here yet.

最後に 2022年11月2日(水) 8:52 に送りました。

ここから返答はまだないです。

Dear Yuuhi,

We are sorry to hear about the issue. We have reviewed your profile and documents again.

We have observed multiple accounts under your details. It is strict violation of our terms and conditions. Hence your current withdrawal cannot be processed due to violation of our terms.

For more queries, please visit: https://www.bobbycasino.com/terms

Thank you in advance for your patience and understanding.

Best regards,

Bobby Casino

Hello everyone,

Thank you both for your replies.

akakage2529, is that true that you created more than one account at this casino? Could you please advise if you accumulated your winnings with or without an active bonus?

I don't remember.

The bonus has fulfilled the playthrough conditions.

This casino doesn't have a good reputation and doesn't seem willing to pay so it's okay.

覚えはないです。

ボーナスはプレイスルー条件は満たした状態です。

このカジノは評判が良くなく、支払いをする気がないようなのでもういいです。

Thank you very much akakage2529 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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 akakage2529,

I will assist you with the complaint from now on.

Bobby Casino representatives,

Would you be able to provide us with evidence of multiple accounts linked to akakage2529's account? Please send it to my email at tomas@casino.guru Much appreciated!

Hi Tomas,

I have sent you an evidence of multiple accounts linked to akakage2529's account from our official email- affiliates@bobbycasino.com. Could you please check and let me know.

Regards,

Bobby Casino

Hello all,

I've received proof from the casino representative regarding multiple accounts. I requested further evidence from the casino and am awaiting their reply.

Hi Tomas,

Could you let me know what evidence do you need?

Regards,

Bobby Casino

Hello,

I forwarded you the email again to the email address, from which I received the evidence. Please check it and if you still haven't received anything, I'll reply here in the complaint with all the details.

Thanks to Bobby Casino for providing me with the evidence.

Dear akakage2529,

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

According to the evidence the casino provided the accounts matched your personal details and bonuses were claimed and played on these accounts.

As such we have no basis to argue in your favor for your winnings to be paid out. For this reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.