BondiBet Casino Support and Complaints Thread

Hi KLF1975, 

We have been provided with the evidence showing that the transaction has been approved from the casino's end. Now you need to contact your bank and provide them with the reference number casino has sent you. Please do as advised and keep us updated. 

Hi Ali Kadi,

The casino confirmed that your second withdrawal request is in process and should be completed any moment. What might have caused a slight delay is the fact that you have requested the second withdrawal though a different payment method from the first one. (Wire transfer / Ecopayz). Please allow the required time for the payment completion. 

I am happy to let you know i finally received the money today :-) i didnt think it was going to happen. Thank you Tania for your help and bondibet for finally paying me. However it was a very long withdrawal process hopefully you guys can somehow improve this 

Hello Tania

Thanks for answering me and i hope they will approved today because if not i will receive the money next week 

Thanks

Hi Ali, 

From what i can see on the account the request for the cashout was already started and is in the process of being completed. There shouldnt be anything further that you need to do. 

The payment due is being completed via wire so this does take a few days to complete. 

I will continue to keep an eye on the account and once the status has chnaged I will let you know. 

Regards

Bondibet Support Team

Hi Kim, 

Glad to hear that it is finally completed. 

With Any new account there are processes that need to be completed before the cashout can be done and I will admit that this did take a little longer than it should. 

I am just really glad that it is resolved and you can now go enjoy your winnings 

Thank you for playing at the casino and we hope to see you again soon. 

Best regards 

Bondibet Support Team 

Hi, I have been using Bondibet for a while now and it is fun but as of recently I have been having great difficulty withdrawing my winnings. I won a substantial amount of money and it seems like every time I place a withdrawal somthing new comes up and I am required to send more information. I have provided all the documents asked and my first withdrawal went through. But when I placed the second withdrawal my account went under review again even though I haven't changed anything on my account. My account name is Francica1324. 

Hi Francica1324,

We will notify the Casino Rep about your case. Please keep an eye on this thread for the updates. 

Hello Francica1324,

Well done on your very nice win at the casino!!  

You are 100% correct in that the documentation has been submitted and that you have received previous funds from the winnings. I have reviewed the account and I can see that the casino team did try to call you yesterday, unfortunately they were not able to get through. 

The casino team have advised me that there are no other items pending and the next withdrawal can be requested. 

Congratulations on the very nice win, please can you log into your account and request the payment. 

If you have any issues please feel free to contact us directly. 

You may email us on [email protected] - we are the support team for the affiliates and will always do our best to chase up any player queries coming through. 

Warm regards 

Bondibet Support Team 

Thank you I will try again now and keep you updated. 

I am also having issues with bondibet at the moment....

I have deposited into bondibet on a regular basis for quiet some time now, I have fully verified myself.. all has been approved... 

I recently had a substantial win... FINALLY!!.. I requested a withdrawal. .. was pending for 7 DAYS, then the returned into my bondibet account. . SO ANNOYING. .. I have requested ANOTHER withdrawal. .. so im guessing ANOTHER 7 day wait :( 

Basically. . Just do the right thing by your LOYAL customers! 

Wire my funds ASAP please!!

topcat84

Hello topcat84,

We will ask the Casino Rep to look into your account and advise on the status of your withdrawal request. Please keep an eye on this thread for the updates. 

Hi, I was wondering the status of my withdrawal, is everything still on track? Is it possible to expedite it at all? 

Thanks Tania, Sounds great... much appreciated :)

Hello topcat84,

First of all congratulation on your nice win, well done. 

The casino team have advised me that you must send a bank statement to confirm bank wire info, via email to [email protected], in order to confirm banking information.

If you have any issues please feel free to contact us directly.

You may email us on [email protected] - we are the support team for the affiliates and will always do our best to chase up any player queries coming through.

Best regards

Bondibet Support Team

Hi,

Thank you... it was a satisfying win!

I was told to send my bank statement to [email protected]

Which I did... around 16 hours ago!!

Hi, I was wondering what might be the status of my withdrawal? And if it is possible to have it expedited, I would like to pay off some dept before I continue to gamble. My bondibet account name is Francica1324. 

Hi Francica1324,

How long have you been waiting for your winnings?

Its so frustrating!!!

Other casinos ive played in the past, I never had any issues, within 3 business days the funds were wired into my account.... happy days :)

Shame on bondibet for doing this to us :/

Any updates on my withdrawal request?

topcat84

Hey I have verified and confirmed all my details yet my winnings keep getting reversed for the last month. I just want my money no more waiting. This is getting ridiculous and your online support is terrible. They keep repeating themselves and don’t understand what I’m saying. Why are my winning reversing if I’m verified and all my documents are approved

Ok... enough is enough, im getting NO response!

You leave me no other choice but to take this further... I will making an offical complaint against bondibet to higher authority by the end of today!!

Its beyond a joke now.. 

topcat84

Hi topcat84,

We've asked the Casino Rep for an update on your case. 

@Dk908 - Please private message me your casino username so that we can ask them to look into your account. 

Hi topcat84,

I have not update you yet as myself is still waiting for the confirmation from accounting department. The first replay that if received is that payment can take up to 5 working days to be processed, which as you can imagine was not a satisfying answer, therefore I requested more information.

I will update you as soon as we get more information but I do not see any reason for payment not to be processed.

As previously said please feel free to contact us directly.

You may email us on [email protected] - we are the support team for the affiliates and will always do our best to chase up any player queries coming through.

Best regards

Bondibet Support Team

Hello Dk908,

First of all congratulation on your win, well done. 

I have raised you question with the casino and I'm waiting for a reply, as soon as I get the desired information I will let you know.

If you have any further issues please feel free to contact us directly.

You may email us on [email protected] - we are the support team for the affiliates and will always do our best to chase up any player queries coming through.

Best regards

Bondibet Support Team

Hello again Dk908,

With regards to the account we have spoken to the casino team and they have advised that the amount you are trying to withdraw via wire is below the minimum amount.

Please refer to the casino terms page where the amounts are displayed.

Should you have any questions an agent in the live chat will be able to assist or advise.

Best regards

Bondibet Support Team

Hi, it has been 5 days and my withdrawal still hasn't been processed. I was just wondering what is going on? Francica1324

Hi Mart, I am still having a great deal of difficulty getting my withdrawal. It has been over five days and I am being told that I am still going through a verification process, I don't understand what the issue is considering I have provided all the requested documentation. There wasn't any issues with the last withdrawal. Is there a phone number I can call? Or can somone call me again. I feel like I am being run in circles. 

Hi Francica1324,

We'll ask for an update on your case. 

Hello Francica1324,

We are still chasing with the Casino, so far the answers we've got were that is still being processed.

We are waiting for any further update as soon as we have it we will definitely let you know.

You may email us on [email protected] - we are the support team for the affiliates and will always do our best to chase up any player queries coming through.

Warm regards

Bondibet Support Team

Hi Francica1324,

I have just received confirmation from the casino manager that the payment was approved and in the process of being sent to you. Kindly note from here it is in the hands of the bank and with wire it does take a few business days to reflect.

I have also spoken in depth to the casino team about the delays we have been seeing, this is not our usual payout time frames. I don't wish to run into this delay when you request your next withdrawal as you are correct in saying that all documentation requested was submitted and approved. Please also chat with the live support team when you login as they will be able to assist directly as well.

I would like to humbly apologize for the delay in getting this resolved.

Kind Regards

Mart

Hi

im having difficulty withdrawing from funds also.

my account was verified prior to making the withdrawal request via emailing all the required documents through as Instructed by online support to [email protected]

5 days passes and alas $$ appear back in my online account. Contact online support and advised to email through copies of bank statements this time to [email protected]

email through bank statement and now 5 days later still waiting. Advised I need to make a new request and will be another 5 days. And I should re email mybstatement this time to [email protected]

i have already emailed all 3 email accounts looking for some help as further to this I’m still receiving emails asking me to verify number identity but my account and the online support team say it’s already verified

can someone confirm all is ok for payment to be made and what the hold up is?

Acc name: Lozzza_32

thanks in advance

Hi lozzzza_32, 

We've sent your account info to the Casino Rep. Keep an eye on this thread for the updates. 

Hi lozzzza_32,

We've received a response from the casino that their team is looking into your case. They will also reply to the email you sent them directly. 

Good day Lozzzza_32, 

Thank you for allowing me time to chat to the casino team regarding your account. 

Congrats on the winnings firstly 

After chatting to the casino team and going through the account I can see that yes they did request a bank statement from you for the account to which you will be paid to.

This is to ensure that finger mistakes are not created when entering the banking details. Very possible to do, just like when you typed your casino user name you missed the one z. We are all human and why the casino team need to make sure there are no errors. To get money back from a wrong account can be a nightmare and we don't wish to delay the process more than it needs to be. 

The bank statements are to be sent to accounting as mentioned on the site - https://www.bondibet.com/banking - You mentioned that the support agent advised other wise,  we will investigate this further to ensure there are no future miscommunications with our valued players. Our Apologies for the error. 

The account has been verified and the cashout has been processed. Please note that wire can take up to 5 working days to which we have no control. It will be done as fast as possible. 

Thank you for your support 

Kind regards 

Bondibet Support Team 

Thanks for your response however as I mentioned my issue was The bank statement had already been submitted but I resent through on Tuesday as requested. Following this Confirmed with support that no additional documentation was required and was told it would be five days as you also suggested. AGAIN I open my account this morning and surprise surprise my funds have again been returned to my account and this time I’m asked to fill out a form via a link that requests all the bank card information they already have and a copy of my ID that they already have and now I need to email this through and submit a third withdrawl request and wait yet another five business days. There reasoning - it’s in our terms we can ask for further verification at any time. The form doesn’t request any additional information to what they already have ehybwasnt this requested the first time I tried to withdraw on the 3rd of June?

Update : I haven’t received my winnings and I’m still no better off than where’s I was a week ago. As of this morning again my withdrawl has been declknded

Im still getting no where. The response from the casino rep above sounds great except that’s not what the casino are telling me. 

This is the best the customer support team could provide in response to my question as to why they hadn’t requested this voucher from me prior to this morning - a copy to the link of the terms. 

https://www.bondibet.com/terms

the below is a link to the voucher I need to submit now before they will again review my withdrawl 

https://www.bondibet.com/assets/themes/bib/web/i18n/en/docs/CCvoucher.pdf

Noting they already have a copy of my bank card and passports which provides them with all the requested  information. They also can’t explain why they havent  asked for this before now when I specifically asked if any further docs where required from me. 

I feel like there stalling there’s a lot of complaints from players in the same position as m

Oh also the online support team advised me this morning that while the above says 

‘The account has been verified and the cashout has been processed. Please note that wire can take up to 5 working days to which we have no control. It will be done as fast as possible.’

That proccesed does not necessarily  mean approved and thus the withdrawl has been declined again. 

I find this very misleading. 

Update - online supoort have let me know  the voucher is not a requirement on all cash outs and is only required on a case by case basis and issued at discretion of the casino accounting team. 

I have asked for feedback as to why on this occasion after confirmation all documentation had been received and a cashout was in process as confirmed by the casino rep in the aboveboard post  had they now made the decision 2 days later to review my account, decline my request based on the fact that this voucher was  now required. 

Online support told me that on the 14th of June they re reviewed my account and determined I needed now to have this form filled out.

Response regarding request for feedback as to why my account requires to be re verified :

Accounting is not in at this  time to check directly nor Is the manager on the floor involved in the process?please email accounting@bondibet

Yep done that multiple times and have not once received a response. 

Hi everyone 

I'm just asking players who have made a withdrawal with bondibet this question. How many days did it take for your withdrawal to hit your bank account from when it was approved? Mine was approved on Monday and it is now Thursday. Just seems a bit long and after reading a few comments on hear, I'm worried that I'm not going to see that money. 

Hi justinggg can I ask how long your approval process took? I have been trying since the 3rd of June and my cashout is still currently pending. I have submitted the same request three times - 3rd of June, 8th of June and 15th of June with five business days between each request only to have each request declined for missing documents ( that I have never been asked to provide ) . 1st request - declined need to submit a bank statement 2nd request - declined need to submit a voucher 3rd request - pending approval Tania; can you chase this up with the casino rep again? I feel like it’s a recurring pattern and I’m not the only player feeling these frusterations.

Hi Lozzzza_32

My withdrawel was pending for 5 days but thats only because of the weekend. I noticed it was not pending anymore on tuesday morning. I messaged the live chat to confirm it was approved and they said yes. I have been a bit suss on the casino after reading other comments of people having a great degree of difficulty withdrawing money. So i have just been praying i'm not going to get screwed by these guys. My withdraw was for $4000, Which is my first every whitdrawal every at any casino. So i've just been feeling sick until i see that money. I hope they can sort yours out. My verifcation process was not too difficult like yours sorry but who knows my money might go back into my bondibet account like some other poor suckers i've read about.   

Hello Lozzzza_32, We hope this message finds you well. The reason why your first withdrawal request has been declined is due to the fact that you did not confirm your banking information when making the payout request, as per the following rule from our Banking page: BondiBet Casino solicits from all Members the corresponding information of their preferred withdrawal method via email to [email protected] While we understand that you filled in the information in the withdrawal form, for security reasons and in order to ensure that the payment arrives to the right owner, it is required as per the rules of the website that all our members confirm their payment method information. This can be done before even making the payout request, so that the Accounting team has all the information and they can speed up the withdrawal process for you. Regarding the second withdrawal request, the Accounting team requested that you provide them with the Credit/Debit voucher for the card that was used to fund the account, as per the following rule from our Banking page: If we require additional verification, we may ask for the following: • Credit/Debit Card Vouchers of all cards used in the past six (6) months; While we understand how upsetting any delay would be, we would like to assure you there is nothing to worry about, as these are just standard procedures, and you can simply leave the withdrawal pending and it will reviewed by the Accounting team as soon as possible. We hope we helped clarify the situation, but we are here in case you have any further questions or need anything at all regarding your account. In the meantime, we thank you for your patience and understanding and we wish you a great rest of the week! Kind regards, The Bondibet team

Hi Justinggg, 

Thank you for the post.

If you take into account that we have thousands of players playing with us per day, the amount of players that have had a slightly longer withdrawal process is really minimal. Players are paid, as you will see from the handful of posts regarding their pay-outs on this forum. So there are no poor suckers

Players have a responsibility to supply factful information on their account and we clearly state what information is require. However in case to case matters we may require additional information to verify the account. We have an obligation to the authorities to comply and adhered to.

We do understand that in a small number of cases the process is lengthy due to the information that might be required, players needing to correct information, banking details and withdrawal supporting documentation.

If the process is followed and all the information is supplied correctly then the process is in line with the industry and not that long.

We cant view your account but if you supply your user name we can have a look, if you have supplied all the correct and required information then there shouldn’t be any reason why your winnings wont be paid.

Regards

Bondibet Team

Hi Lozzzza_32

Well done on your very nice win at the casino!! 

We have received the information that your cash-out was successfully approved and payment will be processed next week (is weekend already).

Enjoy your winnings and we wish you many more of those.

Warm regards

Bondibet Support Team

Hi Bondibet

I still haven't seen my money hit my bank account yet. My user name is Justy1. Can you have a look at what is going on. 

Thank you

Hi Bondi Bet, thanks for the quick response! can you please confirm time frame for processing of the payment now approved  and when I should expect to see this in my account? On Friday morning  online supoort  advised approved and let me know I should see within  24-48 hours? This will be visable on the chat log! Thanks 

Update: thankgod I was smart enough to take screen shots of the conversations I’ve had with the “support team” 

Response from support this morning: 

I should check the website to confirm the inaccurate information provided by the online  team