Complaint #36 BonanzaGame Casino

Unfairly confiscating €3701 and lying about terms

By Andreas A.

7 years ago

On the 25th of April I received a promotion to my inbox which made me recall that I had a Bonanzagame account. I logged in and made a €100 deposit (not claiming any offer). Played for a couple of hours and eventually ran it up to €3801 that I requested a withdrawal for.

I started submitting verification documents that were approved. However, later in the day I received an e-mail saying that players from Sweden aren't accepted to play due to the new swedish regulations and my account has been closed and deposit refunded.

This is not correct and it's perfectly fine to allow swedes to play as long as it's not in Swedish krona and that they're not targeting swedish players with their marketing/language. I was playing in Euros and in the english language. They have also sent me around 100 promotions this year and my account was fully open and deposits activated and my account has been registered in/from Sweden the whole time - which makes it a great coincidence that after 100 days into the new year, only after my considerable win are Swedes forbidden to play.

I have obviously made a stir about this and will continue doing so, through all means at my disposal, but the most incriminating thing in all this is that on Friday they actually had the audacity to link me to their terms saying that sweden hasn't been allowed since January - despite a simple google cache search shows that Sweden wasn't in the forbidden list as late as last week.

I am happy to provide any details you may need.

Disputed Casino BonanzaGame Casino

Reason Declined payment

Amount €3801

Discussion

AskGamblers

• Support Team

7 years ago

Dear BonanzaGame Casino,

We must observe that your explanation in regards of as of why the player's account was not closed as soon as the new regulations came into place does not sound argumentative enough and can not be considered as a responsible and serious business practice. If casino has not taken any steps and measures required in order to deactivate accounts created by the Swedish players, then AskGamblers Casino Complaints Team may only confirm player's right to complain and we believe that he is entitled to receive the full amount of the winnings in question.

Thank you for your cooperation.

licotaco

• Sweden

7 years ago

@Bonanzagame - so now you're saying the e-mail where you stated it's been there (the banning of swedes) since January is incorrect? And conveniently it was changed shortly before I played, but when you did so you made no effort to actually close Swedish accounts but instead allowed them to remain open and to deposit and play?

You keep changing the story. I truly hope Askgamblers doesn't let this go.

"and also have suspended all marketing companies. ". For this particular reason it's fine for you to continue offering services to swedes, which you evidently did - you would not be breaking any laws in Sweden or EU.

BonanzaGame Casino

• Representative

7 years ago

Hello!

We updated T & C on 04/15/2019, and since January 2019 we have closed the possibility of registering for Swedish players, and also have suspended all marketing companies. The account remained active due to the complete lack of gaming activity.

AskGamblers

• Support Team

7 years ago

Dear BonanzaGame Casino,

We would appreciate greatly if you could elaborate further as to why player's account hasn't been closed as soon as the new regulations came into place, as well as what was the exact date when Sweden was added to the list of restricted countries within the casino's T&C?

Thank you for your cooperation.

BonanzaGame Casino Complaint Stats

Resolved 18 / 25

Avg. Amount $1,481

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

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Dear halaal08,

Your request for withdrawal of €9,519.67 has been sent for processing.

Cancelling of request can made in cashier (login is required for access).

To accelerate the procedure of withdrawal to the payment details the verification on the profile page (account) is recommended to pass in advance.

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[email protected]

Sincerely,

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Dear halaal08,

Your withdraw from BonanzaGame has been processed.

Charged Amount, EUR: €9,519.67