BondiBet Casino - 選手の退会が遅れました。

Since December 16th, I have an open payment that is not checked and I am always put off. My nickname is Gizmo83.

Ich habe seit dem 16. dezember eine offene Auszahlung die nicht geprüft wird und ich immer wieder vertröstet werde. Mein Nickname ist Gizmo83.

Dear gizmo83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina

I have already had several successful withdrawals in the last year. However, since October/November everything has been delayed and payouts have been delayed and excuses have been made.

At the end of October I had to fill out a form for the credit card, which I did immediately and the security department confirmed to me. The payment was then delayed and I had to send the document again, so in my opinion time was being delayed.

Yesterday I finally got an answer from accounting. They credited my payment back to my account because they say my ID is missing. But they have them, but I sent them again. (I received my last payout on December 8th) The problem is, I can no longer get to the site to make another payout.

I think I can write off the money...

Hallo Kristina

Ich hatte bereits mehrere erfolgreiche Auszahlungen im letzten Jahr. Seit Oktober/November war aber alles verzögert und die Auszahlungen kamen verspätet und es wurden ausreden aufgetischt.

Ende Oktober musste ich ein Formular für die Kreditkarte ausfüllen was ich umgehend gemacht habe und mir das security Departement bestätigt hat. Die Auszahlung hat sich dann verzögert und ich musste das Dokument erneut schicken so wurde in meinen Augen Zeit hinausgezögert.

Gestern bekam ich endlich Antwort vom accounting. Sie haben meine auszahlung wieder auf mein konto gutgeschrieben da angeblich meine ID fehlt. Diese haben sie aber, habe sie jedoch nochmals geschickt. (Am 8. dezember erhielt ich meine letzte Auszahlung) Das problem ist, ich komme jetzt gar nicht mehr auf die seite um erneut eine Auszahlung zu machen.

ich denke ich kann das geld abschreiben…

And the profit is regular with no bonus

Und der gewinn ist regulär ohne bonus

Thank you very much for your reply, gizmo83. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The casino has been open since December 31st. closed, so it probably makes no sense...

Das casino ist seit dem 31.12. geschlossen, deshalb macht es wohl keinen sinn…

No casino should close without paying its players' legitimate winnings. If there is any communication between you and the casino, please forward it to me and we will try to get in touch with them. Thank you.

Dear gizmo83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Kristina

I forwarded the email to you last week

Best regards

Hallo kristina

ich habe ihnen letzte woche das Mail weitergeleitet

liebe Grüsse

Thank you very much, gizmo83, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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, gizmo83,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BondiBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BondiBet Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

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.

Greetings all,

Based on the fact there was no reminder sent to the casino and its representative outside the complaint after the automatic response generated by the system (the previous post added by me), I am extending the timer one more time, until Friday.

The reminder will be sent in a while. Therefore, I would still like to wait for the casino's statement. However, if I do not receive any response from the casino before the current timer expires, the complaint will be closed as stated above.

Thank you for your understanding, and I sincerely hope the casino will contact me shortly.

Dear gizmo83,

While we will wait for the casino's response, allow me to ask you a few more questions.

Did you try to ask the casino if it is possible to provide the requested documents via email? If yes, did you try to solve the issue via email since the casino's website does not work for you anymore? If the casino replied to your email(s), what further information have you received? Is there any progress on your issue?

No, the email addresses are no longer valid either...

Nein, auch die email adressen sind nicht mehr gültig…

Dear gizmo83,

I received a reply from the casino representative outside of this thread.

The casino representative assured me they will try to help as much as possible, but the casino has been closed down, and the players got notified. For some reason, they did not have your account details, and I provided them with your ID and email only today. Unfortunately, they allegedly have no full access to the casino's backend, so they do not know how much they can do in this matter.

So based on the information provided, I am extending the timer by 7 days. However, I informed the casino representative about the situation. If no relevant reply is provided until it expires, the complaint will be closed as unresolved.

Thank you for your patience and understanding. I will let you know once I have any news.

Dear gizmo83,

Unfortunately, since we have not received any response or relevant information from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru