You are about to go to the simplified Italian version of AskGamblers
You are now leaving the full version of the website. Are you sure you want to continue to the simplified version of AskGamblers?
You are about to go to the simplified German version of AskGamblers
You are now leaving the full version of the website. Are you sure you want to continue to the simplified version of AskGamblers?

BonanzaGame Casino - Account blocked and winnings confiscated due to unjustified accusations

RESOLVED
S3vdas3ftes Austria
posted on February 1, 2018.

Hello, I made a sign up at Bonanza Casino, check for promotions and I saw that there are 3 welcome deposit bonuses to claim as a new customer. I played the 1st Sign Up bonus and lost. Then I deposit in order to play the 2nd Sign Up bonus and won 2984.5euros. Meantime I have uploaded the documents casino wanted in order to verify my account for my security reasons. If I remember well all the documents I have send were verified from casino. After I check if I have cleared the bonus according to casino terms i decided to withdraw my winnings. Casino send me an email that my withdraw has been sent for processing. After a few days they send me an email that my account is locked. Send them an email why and they respond me this.....

Dear S3vdas3ftes!

The administration of the site Bonanza Game has blocked your account due to mishandling the rules of our casino.

According the rules, if the player has more than one account, this will result in the account being blocked.

The last deposit €100 will be refunded.

You can read the rules at:
http:/­/bo­nan­zag­ame.co­m/s­upp­ort­/te­rms.html

This decision is final and not subject to reconsideration.

Sincerely,
Bonanza Game.

As you can see they just send me a link about the General Terms of casino and never explained why they lock my account. They say that I have more than one account, then why they verified all the docs I have send and didnt lock my account upon sign up or after my 1st deposit ? They locked my account when I won. Doesnt seem right to me.
Please if you can check my complaint and let me know if you have any news. Thank you very much for your time

posted on February 4, 2018.

Dear AskGamblers team. On your mail were sent evidence, which clearly shows violations of our casino rules.

S3vdas3ftes Austria
posted on February 5, 2018.

The mail says that , ''if the player has more than one account, this will result in the account being blocked''
I dont see any proof that I have more than one account. You just send me the link of the general terms.
You just say that I have more than one account, although I have never played before

AskGamblers
posted on February 9, 2018.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of BonanzaGame Casino where it is clearly displayed that more then one account, including complaint's, have registered their accounts through same  IP address. Player by these actions violated general casino term:

You are allowed to have only one Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at suppor­[email protected]­ona­nza­gam­e.com. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member account being blocked for access.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for BonanzaGame Casino.

By subscribing you are certifying that you are over the age of 18.

Sign up for +250 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie policy.