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I made a withdrawal and they won’t pay it out as I’ve got no valid passport sent my drivers license but said that they cannot accept that as Id I’ve don’t have a identity card either so to me they are going to get away with paying my winnings

Hello Gstar55,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bonus Strike Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Can't you provide a simple ID card instead of passport?

Looking forward to your answer.

Regards,

Nick

I’ve spoke to them today and it’s my id that hasn’t yet been verified as they won’t acceymy drivers license unfortunately I have no other form of Id as my passport is out of date and I do not have a identity card

I would like to add that they said they could keep my withdrawal until I got a passport but I’m not paying 85 pound to renew my passport

I feel they just don’t want to give me my winnings

Hello Gstar55,

What did they respond when you explained them that you do not own any other ID document?

They said to pay for a ID card then I can have my winnings

I’ve paid for a ID card sent pics to casino for them to say it’s not a valid form of id

Can you also please forward us that document for further review to nikolas.b@casino.guru?

They said this was not good enough

Did they also specify what is wrong with it?

they said it wasn’t a form of id

Thank you Gstar55 for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Gstar55,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bonus Strike Casino to join the conversation and participate in the resolution of this complaint.

Dear Bonus Strike Casino,

Can you please explain why the ID document submitted by the player can't be accepted?

Kind regards,

Adam

Dear Gstar 55,

There has been no response from the casino so far. Every e-mail I have sent has been met with automated replies asking me to "specify my issue".

However, I will attempt to find an alternative channel of communication and contact them once more.

In the meantime, please let me know if there are any developments.

We would like to ask Bonus Strike 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

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.

Dear Gstar55,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry I could not be of more help on this occasion.

Best regards,

Adam