BondiBet Casino Support and Complaints Thread

Hi lozzzza_32,

I see that you are getting confused with the time frames presented to you.

24-48h is the period that the Payments Team takes to process payments after approval (remember they do hundreds to thousands payments a day), up to 5-7 working days is the time frame that the processors can take to have it processed in your account, this has nothing to do with the casino as the funds leave the Casino account immediately.

Banks can take 24h up to a week to process it, and again that has nothing to do with the Casino, that is something the Casino can not have any control of. Most banks know that you are going to receive those funds a few days before it reflect in your account.

If you have an account manager with your bank he will be able to give you further information on that.

I can't at this point confirm that the Payments Team have processed your payment, but I can assure you that it will be done within the 24-48h time frame after approval.

Kind Regards,

Bondibet Support Team

Hello Justinggg,

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

Now with your user name we could track you. 

From our end all we can see is that the payment was already done and have left the Casino.

I have requested to the Casino team for a confirmation/update, I will be advising you on that as soon as I get a reply.

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.

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

Best regards

Bondibet Support Team

@bondibet

I was not confused the online support team wrote ‘ it will reach my account in 24-48 hours ‘ ? Hence my frusteration when I opened my bank account and it wasn’t there. 

I followed up with online support toda to find out if the transfer had been made as the bank told me nothing is currently pending and it should only take 24 hours to appear at there end. I thought that 5 days following approval this would have occurred. 

Below is the response I received. I’m extremely disappointed in the lack of customer service and information supplied. 

If we can’t get a response from the online team and emails are not responded to where should we be directing our enquires? 

I think the casino needs to remember we as customers don’t understand the internal process and won’t understand if no one is willing to explain it to us.

@bondibet Can you confirm the payment has been made so I can follow this up with the bank? 

All I was after from online supoort was a receipt number and transfer date so the bank could look into it for me and the response was

“ send an email “ this time to yet another email account [email protected]

noting prior to today I was directed to [email protected]

Justinggg

Out of curiosity just wondering if  you have received your winnings yet? 

HI lozzzza_32, 

We will ask The Casino Rep to follow up on your case. 

Hi lozzzza_32,

I have requested that information to the Casino.

Please email us on [email protected] so I reply to you with the answer I'll get from them.

Best regards

Bondibet Support Team

Hi Tania

I won a reasonable amount money at bondi bet casino back around the 25th june. My account is verified so i withdrew however it was put back on my account to withdraw again on the 1st of july and since then its been pending. Customer service  say it should be approved soon however each day its not proceeded. I have tried to contact account but im getting no reply. I played by casino rules and would just like to clarify when i will be receiving my winnings

I hope yoy can help 

Hi KLF1975,

Please send me your casino username in PM inbox and we will ask The Casino Rep to look into your account. 

Hi KLF1975,

Thanks for providing your casino username. We'll notify the Casino Rep. Keep you posted. 

Hello KLF1975,

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

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 that from here it is in the hands of the processors (banks) and with wire it does take a few business days to reflect (maximum of 7 business days). 

Please check your email as you must have already received a confirmation of the approval.

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.

Congratulations on the very nice win and we wish you many more.

Warm regards 

Bondibet Support Team 

Hello Bondi bet,

Thank you for your response. I didnt receive a conformation email however my withdrawal is no longer pending. I will keep an eye on my account.

I understand you have thousands of withdrawals but it is a long wait for withdrawals.

Thanks for processing my winnings

Hi Mart,

this is in regards to some issues I’ve been having with bondibet lately. I’m new to this casino and deposited a considerable amount of money when I started playing. After fulfilling all my wager requirements and having considerable winnings I decided to withdraw my money. The documents needed for verification were sent through and an approved acknowledgment was received too. However a week later the withdrawal was cancelled and money sent back to my account requesting a bank statement for further verification. After this another withdrawal request was made which was again cancelled asking for a CC Voucher from me. Once this was done another withdrawal was made and a week later it was cancelled again stating that your account has been chosen for random verification. It’s been almost a month and I have no clue of my winnings. I’m starting to believe that I might be cheated because of the fact I’m a new customer to your casino too. Would appreciate some help and update on this. 

Thanks! 

Hi dgmufc,

Please private message me your casino username so that we can ask the Casino Rep to look into your case. 

Hi dgmufc

Thank you for reaching out to us. 

On the point of being a new player, firstly this is awesome and welcome, congrats on the win!!!

I must point out we don't cheat people out of there money.

If we operated like that we certainly wouldn't be engaging with players on an open forum   I can assure you that we settle any winnings due to players.

With regards to the account you will see from every post linked to our brand, there has always been a resolution. Sometimes things do take time and additional security checks are required, we kindly request that the players submit all documentation that the Casino support team are requesting. We too have many requirements and legal matters to comply with and why additional documentation will be requested. We do clearly state this in the terms that we may require additional documentation. We do know that there is room for improvement and we are constantly striving to achieve this. 

Please can you supply me with your casino screen name so that I can chat to the casino support team and see what and where the issues are, as there are always reasons. I will also inquire with the Support manager to investigate as to why there was such a lengthy time frame in getting the account verified and the winnings paid. 

If you can send that to me at: [email protected] we will look into the matter and assist where we can. 

Thank you for your patience and we will have the matter resolved. 

Regards

Mart

Hello dgmufc,

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

I have just received confirmation from the casino that all the required security checks have been completed and that your payment was approved and in the process of being sent to you. Kindly note that from here it is in the hands of the processors (banks) and with wire it does take a few business days to reflect (maximum of 7 business days). 

Please check your email as you must have already received a confirmation of the approval.

Thank you for your patience and understanding. For any further information, please do not hesitate to contact us. 

Congratulations on the very nice win and we wish you many more.

Warm regards 

Bondibet Support Team

Username: Lluukkeeyy

I’m having trouble making a withdrawal. I feel like some extreme stalking tactics are being used. All my documents are verified and my first withdrawal request was made.
1st request cancelled) I was asked to email my bank details after making a request.
2nd request cancelled) after 4 days pending I was asked to fill in a banking CCV form.
3rd request cancelled) after 7 days I’ve been randomly selected for an account verification audit. Apparently this is random but just happened to be on my first withdrawal. It seems it’s the same for all account holders. You advertise responsible gambling but do everything possible to force the player to continue playing as the withdrawal takes weeks. It’s not satisfactory 

I like this site but feel I’m being treated unfairly and can’t believe it takes 2 weeks and still no closer to making a withdrawal. I’ve meet all the terms and conditions and yet you won’t allow me to withdraw my money!

Hi Lluukkeeyy, 

We've emailed the casino and asked for assistance with your issue. Keep you posted. 

Hi Lluukkeeyy, 

Congrats on your win at the casino!!!

We are sorry to hear that your winning has been spoilt with the withdrawal process. 

I have sent a message off to the casino player support team to get some feedback on the account and timeline as to when the payment will be made. 

We would just like to state for the record that we don’t force anyone to play, we too have requirements to fulfil to ensure we are complying with the regulatory bodies, part of that compliance is to verify and confirm the identity of the account holders. Regrettably not all players are honest and why we need to do the checks we do.

There can be delays with the processing from the security teams when players submit the incorrect documentation. Such as incomplete banking information, out of date POA which was the case on your account. I can see however this has all been resolved, from a documentation standpoint everything seems fine now.

Regarding the security checks, these are random. We process hundreds of cash outs per day to players and we do try our best to get the payouts done as quickly as possible. We do acknowledge the small number of complaints on the forum regarding the cash out process and changes have been made to improve this.

We know there is always room to improve and we are striving to achieve this.

We will revert back to you once we have more information from the casino support team. Should you have any questions please always free to make use of the live chat on the casino site. An agent will always be there to help.

Regards

Mart

Bondibet Affiliate support team

Thank you Mart. I’d like re deposit as I love the site but do not want to deposit anymore money until I know I can withdraw 

4 days on and still I wait. Live chat tells me it can now be 10 days to have my request reviewd. It’s not acceptable. I want to continue depositing but won’t do so until I know you will actually action my withdrawal request. It’s not acceptable. I play approx $500 a week so would if deposited more than my profit in the meantime. It’s ridiculous it takes nearly 3 weeks to process a payout. 

BONDIBET IS A SCAM CASINO!!!!. Refuses to pay me what I won. Then disabled my account. Refusing to tell me who issued your license (if you even have one). I’m going to report you to every single casino review page. I will not rest until I make sure you are shut down. 

Hi jean_bailey, 

please send me your casino username in PM inbox and we will ask The Casino Rep to look into your case.

jean_bailey

Thank you, we've emailed the casino rep regarding your case. Keep you posted. 

Good day Jean,

Thank you for reaching out to the support team. 

I have reviewed your account, please find below the findings. 

When you entered the brand you opted to take up the welcome bonus on offer from the casino. We have clear terms and conditions on the acceptance of the bonus. 

https://www.bondibet.com/bonus-rules

3.4 clause of the rules clearly states that while playthrough is being done for the bonus there is a maximum bet size of €5. 

You chose to bet higher than this, which is a clear breach of the bonus terms and as stated in the rules we reserve the right to decline the withdrawal. 

We have not acted unfairly nor breached any conditions which we as a casino need to adhere too. 

Should a player chose to breach the terms we have the right to enforce the the clearly indicated rules. 

I am sorry that you feel as strongly as you do but the fact is you broke the rules and as a brand we enforced what we said we would do should you breach those terms. 

The casino team have been chatting to you regarding this and we have a resolution for you. 

Once again I would like to state for the record that the casino has not acted in an unfair or illegal manner. The terms and conditions which you agreed to was broken by you. 

We would kindly request that the correct story is mentioned and that you refrain from slandering the casino as we have not done anything wrong. 

I am sorry that your experience was unfortunately spoiled by this situation. 

Regards 

Bondibet affiliate support team

I was playing live Roulette after the play through which is when I won money. Not during the play through. You were more than happy to accept any bets made but when it’s time to pay you pull out that rot. I have several screenshots of chats from your casino trying to cover it all up. And as for a resolution none has been made just crapping on about a welcome bonus breach. 

Why keep accepting deposits and bets off players if you never have any intention of ever paying them if they win.

and when I ask several times who is your regulator/ who issued your license you don’t answer me.

i have every email and chat we have had if you need a refresher. I am more than willing to share them with you.

I made 9 deposits in total to the sum of $1,657.21 

Hi jean_bailey, 

According to the information that the casino rep provided, you have definitely breached their terms and condition. 

If you are not satisfied with the casino's decision, you can file a further complaint to their licence holder HERE. 

Hello,

I am Brian.

Bondibet disabled my account yesterday after that I won 6.666,63 € !

I have also requested the withdrawal of 4.000€ and for this reason on the account was left 2.666,63€ ! 
Now , this morning, they replied via mail to me that the Account was been disabled for have found several inconsistencies ( an account of more than 1 month ETA ) .

Infact, the strange thing , Is just proper that they closed the account after the winnings!

Now I request to Bondibet my legal winnings ( 6.666,63€) or at least, the REFUNDING of all the deposited made before the winnings ( ie 2.200,00€ around).

Please help me because I am really disperate and those money are really important for me!

Thank you for your support 

Hi tonnabrian, 

please private message me your casino username so that we can ask the Casino Rep to look into your account. 

Hi tonnabrian,

We've notified The Casino Rep. Keep an eye on this thread for the updates. 

Good day Tonnabrian, 

Thank you for the post.

When the accounts are running there is no automated checks being conducted. Once a player requests a cashout there are checks that need to being done. Docs, compliance, game play etc... is then reviewed by the casino team. This is when flags are alerted to the team. 

The below is the response from casino team which they have advised they did chat to you about. 

To clarify, please refer to this excerpt from our Terms and Conditions to which you have agreed upon: "2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that BondiBet has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, BondiBet may block regular or tournament play and/or prize distribution. 2.1.13. You are only allowed to have one Account per household, per address, per computer and per IP address. If more than one person in Your household has an Account You risk any winnings being void and being banned from the Casino" Best regards.

This is why the account has been locked. 

If you have any questions please feel free to chat to me or continue the conversation with the casino support team, however this is their findings and the terms have been agreed to when joining. 

Regards 

Bondibet affiliate support team

Hi, and thanks for the reply. I would just like to understand how you can claim that I use multi-accounting and that I have used another account. If you can bring me evidence and evidence that you've used another account or if you let me know what these inconsistencies are, I'll be happy to give you the reason for it!

Above all , I want say to you this : you approve my first payout because the amount was around 170€ . So , at the request of the first withdrawal, You no have done your checks?!?! It's very strange! Because now at this second request of the withdrawal ( 4.000 € !!!!) , you block the account and say that I use more accounts! Please, let me to understand better this point! 

@tonnabrian - We've asked the Casino Rep to provide us with additional info and evidence showing their claims. Keep you posted. 

Good day Tonna, 

There has been a thorough investigation into the account and the reasoning behind the locking of the account, please see below the response. 
Terms and Conditions:

2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that BondiBet has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, BondiBet may block regular or tournament play and/or prize distribution.
2.1.13. You are only allowed to have one Account per household, per address, per computer and per IP address. If more than one person in Your household has an Account You risk any winnings being void and being banned from the Casino

With regards to the above mentioned terms, there has been a clear violation of this. Your mobile number which is used to verify the account has been linked to multiple accounts. We cannot share the information of these accounts due to the rules and regulations of sharing information however I have see the numbers linked and verified on the accounts. This is something that is a clear no no for the brand. Your mobile number is clearly linked to multiple accounts.  

With regards to the cashout the amount that was initially requested was processed and yes your information was submitted. This was some weeks before the next deposit, game play and cashout request.

When any player requests a large sum to be cashed out the security team will go through the account to make sure that there are no issues with a number of items on the account. Only on the second review was the mobile number linked to all the other accounts.

This is the findings the casino support team.  

Hello, 

ok thank you for the reply.

i can't say that the number phone used was mine.

i am not usual to register personal phone number for no to be contacted via Phone calls .... 

For this reason I've registered a Phone Number VOIP but I didn't believe that it did could dangerous for meself! I don't know if the other accounts have used that phone number used by me, but I can assure that tonna was the only one account used on Bondibet Casino.... For this reason I have requested the proofs for the use of multi-accounting because it's absurd for me to be taked off without know nothing about other possible accounts! 
So, I ask in this time only a pacific resolution of the case to Bondibet... 

I was unaware that using a VOIP number found on the web could lead me to be banned from the Casino.

Good day Tonna, 

Thank you for the above. 

Supplying false information is not taken lightly by any institute and we repeatedly advise players in many clauses not to supply false information about who they are, as can be seen in the terms which you agreed too. Using somebody elses details is seen as fraud and the action taken by the brand is clear on this matter. That number could belong to a legitimate individual whom now you have taken their information from and this is seen as fraud.

https://www.bondibet.com/terms

2.1.3. If BondiBet Casino becomes aware that a User has provided false information in this respect, BondiBet Casino shall not register such User and where that User has already been registered, BondiBet Casino shall immediately cancel that User’s Account from the BondiBet Casino. The User also agrees to update any information mentioned in Section 2.1.2 above should there be any changes to the information provided previously to BondiBet Casino.

2.1.6. BondiBet Casino, at all times reserves the right to carry out verification procedures, whether itself or through third parties on depositing Users and may request additional documents at any stage, as part of its KYC procedures. BondiBet Casino may also request any documentation previously provided which would have expired or would no longer be valid for any reason, or to request any additional documentation for any reason and at any time. Failure to provide these documents or false or misleading information may result in a User’s Account being permanently blocked and withhold of any funds held in the User’s Account until the verification process is complete.

With all the information supplied, I have asked the casino team to review this however the consequences of breaching the terms are clearly stated.  

I made a deposit of $70 got a %75 bonus, played for 5 hours bets ranging $1  to $ 4 withdrew $1453. 9 days pending and advised today withdrawal payment of $100 and the balance voided as they state I was playing with bonus money. No further details. Requested details as to there decision but no response. Decision is completely incorrect was not playing with bonus money, deposited funds and definitelymet wager requirements given small amount of deposit.

Hi Flare879, 

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

Hi Flare879, 

Thank you for reaching out to the affiliate support team. 

Can I request your user name for the account so that we can look into this. 

Regards 

Bondibet Affiliate Support Team

@BondiBet - The player's info has been sent to you via email. Thank you. 

Hello bro,

please write to me on Telegram @peppeelx

or reply to mail to [email protected] .

i have important things to say to you about Bondibet Casino and other stuff that here I can't discuss ! 
It will be very profitable for you.

You will not regret it ! 

Best regards, bro 

Hi Flare879,

Thank you for your patience with allowing me to investigate the account. 

The team have gone through the account to review their original findings. After their review they have found that they were in the wrong, the account has had the full balance credited and they have started payment for the amount. They have also confirmed that they will personally be sending you communication about this. 

We are sorry that this error happened and the process is being reviewed to avoid further errors like this but if we are at fault we will of course rectify the matter. 

Congrats on your winnings and I am sure you will be happy and relieved that the matter has been resolved. 

Best Regards 

Bondibet Affiliate Support Team 

Hi i created an account with bondibet casino and made my 1st deposit and played for few hours and won some money. I logged off for the rest of the day and just tried logging back on to continue playing but I was advice at the log in screen that my account has been disabled and contact support. I contacted but no response and I would like to know why my account was disabled when I've done nothing wrong and have not created multiple accounts with bondibet as this was my 1st time joining them. Please help me get back in to continue playing with my money. Thanks in advance

Hello Joe Pham,

Could you please send me your casino username in PM inbox and we'll ask BondiBet Casino Representative to check what happened.

Hi Joe, 

Please can you supply us with your screen name so that we can investigate the matter for you

Regards 

Mart

What's a screen name? Is that same as username? Joeyduy86

Hi Joe, 

We have received feedback from the team and they have advised that there were in fact multiple accounts opened with the brand. 

The casino only permits one account per person. 

The accounts have been permanently closed by the Security department according to the following rule in Terms and Conditions:

2.1.12. Each User is allowed to open only one account. Use of more than one account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple account, all affiliated accounts of the User will be immediately cancelled including the cancellation of any transactions of the multiple accounts.

We have been advised that the team have been in contact with you regarding this matter and a resolution has been agreed. 

Should you have any further questions please feel free to either chat to the casino support team or myself. 

Regards 

Martin 

Bondibet Affiliate Team 

I have not created multiple accounts I only created the 1 account with bondibet. I would like bondibet to please provide me with the other accounts that I have so called created multiple times.