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BonanzaGame Casino - Cashback delayed/not credited

RESOLVED
Complaint Info
Disputed casino BonanzaGame Casino
Reason Bonus not given
Amount € 35
Meenu5 Switzerland Message
Posted on April 4, 2019

1.4.19, i make a deposit of 175.- and lost everything.

at bonanza casino there is a daily cashback available. see file attached.

the same day at 21:30 (UTC +2) my cashback (20%) was not credited. i was on chat to get the daily cashback. the cashback will be credited next day they told.

i had the same cashback trouble 3 times in a row. each day they told, that they have some problems and it will credited the next day. after 1 hour waiting on chat they credited usually.

this time already 2 days gone, i don’t get my cashback or a notification,

today, i was also on chat and i don’t get my cashback. see attached chat transcript.

what can i do? please help me. when this happens one time it is ok, but that happens always.

can they delay the cashback always like this?

please help me to get my cashback.

Posted on April 5, 2019

Hello.
According to our data, you received a cashback on April 3rd, please check.

Meenu5 Switzerland Message
Posted on April 5, 2019

hello,
thank you, yes i can now see that a cashback of 35euros are credited to my account.
your rules:
• Cashback is now calculated at 17:00 UTC daily;
• Cashback is available in the ‘Bonus’ section and should be activated within 3 days from the date of accrual;

can u please tell me, why that happens already 3. time in a row, that my cashback is not credited at 5 automatically and that i have always go to chat to get them?

the cashback is added in my account and not in the bonus section (as per your rule). please add the cashback always in bonus section, that i can activate them myself. i ask that before in chat, but no use.

you have also the habit to proceed the withdrawals in parts. and my question why the withdrawal has been processed in parts, i never get a right answer. its always called „wait with patience“. when i have a right person here, can u please answer my question?

when you proceed the withdrawals in parts, the rest of the withdrawal goes always to the casino account back. when there is already money in it to wager, the withdrawal money mixed together with bonusmoney. so please don’t do that again.

AskGamblers
Posted on April 9, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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