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Never have I come across with such a problematic casino.

I have done one deposit, no bonus used. Total winning 2200 euros that is pure winning, no wagering remaining.

I have tried to withdrawal my winnings for one week one.

Documents that I've sent has been asked one by one. First a few, then says all is okay. Next day withdrawal is cancelled and more documents requested. This has happened 4 times now. Some documents I have sent twice as they don't seem to notice them.

13 documents sent:

Photo of ID (both sides), photo of payment card (both sides), photo of phone bill, photo of me with ID card, photo of me with name, date of birth and casino name, photos of proof of address and bank.

Now the newest withdrawal was cancelled and they are now demanding an additional proof of ID. This is clearly just a delaying method for people to get bored and gamble the winnings.

I only have an Identity Card.

I do not own a passport (not required in Finland unless travelling outside Europe) and I do not have a driving license.

So now what? Never have I been asked fof an additonal ID in any of the dozens of Casinos I have played in. Also there is nothing suspicious in any of my documents that they would ask for one. My card and ID are valid for many years to come.

Dear Dmndmn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I have sent all the requested documents and all have been approved already. Problem is that they are now demanding an addition document of identity of which do not own (I do not have a passport or driving license as I dont drive or travel outside Europe). I have sent photo of my ID card and also selfie with ID card and those have been approved by the Casino. I have also sent everything else they have requested and all is approved.

Only problem is the "secondary ID document" of which I do not own because they are not mandatory in my country (Finland).

Casino is part of LCS Limited and I am succesfully verified and able to play and withdraw on their other casinos and they never requested "additional ID". And not any other casino of the dozens I have ever played on.

Once again my withdrawal was cancelled and request of photos of passport or driving license came.

This is my fourth time replying to them that I do not own either one.

Thank you very much for your reply, Dmndmn. 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.

4 times told them I dont have anything else than ID card. No response since last Tuesday.

Now got a reply after one week that they can make an exception and approve a birth certificate. However as I was afraid my verification will go into a limbo and not approved without a passport photo I ordered a new passport last week.

Should arrive within a week and then I can upload photos of it to BonusBet.

However, I would like to keep this complaint open until all the money (2200 euros) has been transferred to me.

Thanks for the update. We will keep this complaint open until you confirm your verification, as well as withdrawal, has been successful. Please keep me informed about any further developments.

Thank you. New passport should arrive today or tomorrow so I can proceed.

Passport arrived and got an email that my verification is now completed. But my withdrawal of 1000€ was cancelled the same time. No email with an explanation why. Did a new withdrawal now.

Hopefully, the new withdrawal will be processed soon. Let me know if there is anything new.

Withdrawal still pending

One withdrawal came through and did a new one after that. It was rejected AGAIN after 12 hours. No explanation arrived via email, just noticed when I logged on my page and saw 1000€ back on account.

Got the answer via chat. Now they want confirmation of my phone number (phone bill etc). This is getting so ridiculous. I have sent now 20 documents and after succesful withdrawal they come up with new demands one by one. Once I have received my remaining money I will delete my account and never gamble on any of this companys casinos.

Thank you very much, Dmndmn, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Finally after 4 weeks of work I finally got my withdrawal. Never playing on this casino again though. Case shall be closed.

Dear Dmndmn,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards

Peter