BondiBet Casino - Акаунтът на играча е блокиран.

Hi everybody, and I hope you are all having a better day 🙂 I will be sending Bondibet an email contemporary to filing this complaint.

To start at the beginning, on 11.08.2020 I made a deposit at Bondibet accepting their welcome bonus and everything seemed to be alright.

I always read the T&C everywhere and I have been playing online for many years, and in this case, I know I did no breach of the terms, I never betted over five Euro and completed the wagering requirements with charm and made it to 1700 Euros.

I have done multiply withdrawals, week after week all canceled.

Straightaway I sent them all the documents they requested and are required in general, and after a couple of canceled withdrawals they request an extras security check that they can do twice a year.

And vola I passed the security check and have email confirmations, screenshots, and more, now everything is okay, tried about two withdrawals and again vola withdraw accepted and should reach my account in 5-7 business days and finally a happy day is coming and then on the 5th business day I receive an email saying the following...

Hello Thora Moller, We hope this email finds you well. After a complete review of your account activity, the Management Team has decided to bring our business related to an end and to permanently close your Bondibet account, in accordance with the following rule in our Terms and Conditions:‘2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.’Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.We wish you the best of luck in future endeavors.Regards,

Bondibet Support Team

They closed my account.

Well I sent them about 3 hours later an email to support@bondibet.com

asking them what this means, and that I received an email saying that everything has been accepted and that the money has been sent from there end, and that everything was final and now I got this and I just wanted to know what that means and asked them to please answer me back.

They claim to have 24/7 support and live chat witch you can only go to if you login witch I cant and they have not answered my email for 5 hours.

And due to the unforeseeable future, I would like to get an answer and a response to this complaint before I say my next words that are chosen carefully.

I will be doing Bondibet the courtesy of sending them a copy of this complaint, making them aware of the situation, and giving them a two hours time frame to respond.

Dear Thoramoller,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? I’m interested in the confirmation of a successful account verification and additional security check.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Thoramoller,

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

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"Hi!!! 

I added an complaint on your site, then replied but somehow the answer didn't go through and the complaint got rejected. I had my problem solved and replied straight away, or that i thought🥴🥴

Best regards"

Thank you very much, Thora, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Good day Casino.guru team.

I have already posted that Thora have been paid, but again we see the post live but it disappear. It seems that Thora had now the same problem.

Once again thanks for your assistance with players' issue on the casino.

Warm regards,

Bondibet Support Team

I do apologize for any technical issue you might be experiencing when trying to reply. If you can’t post a reply, please send it to petronela.k@casino.guru and I will publish it for you. Thank you for your understanding. 

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.