Complaint #39 BonanzaGame Casino

Very very slow payment and finance never replies!

By Alex G.

6 years ago

Message on forum

I have active pending withdrawal of 100 euros on bonanzagame.com. I still have remaining casino balance of 500 euros.

I sent many emails to support@bonanzagame.com finance@bonanzagame.com asking them to send all my balance to my preferred payment method but they never replied.

I asked live chat person and told me to email finance@bonanzagame.com and told them that finance have not been replying to my emails. Noted that I sent all documents request and account is fully verified.

For some unknown reason I was only able to withdraw 100 euros per withdrawal.

I asked them through live chat person and told me that I should email finance@bonanzagame.com but they do not reply.

I have been trying to withdraw my balance since 3 months ago.

The most recent withdrawal that they have paid was on September 2 amounting to 100 euros. Since then they never replied to my emails and live chat person kept on saying the same thing, to email finance.

I have been very patient with them as they were paying but in a very very slow pace. I have given a lot of time and effort emailing and talking to live chat since June for my withdrawal/balance.

I just hope that they will pay all of my balance so I can rest my mind in ease.

Disputed Casino BonanzaGame Casino

Reason Delayed payment

Amount €600

Discussion

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers

• Support Team

6 years ago

Dear BonanzaGame Casino,

Please let us know if there's some update regarding this case.

aleilx

• India

6 years ago

hello they paid the 100 euros but I am still waiting for the 500 euros withdrawal.

AskGamblers

• Support Team

6 years ago

Dear @aleilx,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

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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03.10.2018 I got the last transfer of $100. 6 months ago.

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The last letter from casino was 03.03.2019, contents was such "We will payout your funds asap"

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Best regards, < full name removed >.

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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.

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dear Ask Gamblers Team

my withdrawal request with the amount of 867.- was yesterday. today i got a part of them, exactly 317.- Euros.
i can‘t see any terms and conditions that Bonanza pays the winnings in parts!

this is not the first time, they payed my winnings from january and march also in parts. i wrote them. once i don’t get any answer, and the other time, the answer was this: „wait with patience“ (printscreen of the mail attached)

i was also in chat, please see the files attached.

thank you so much 🙏

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

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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?

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3 months later they still didn't pay me

I requested my withdrawal from this casino back in November after winning a big amount. They requested a bunch of documents , which I sent. It took me 2 month just to verify my account because I had to follow up on them through email and live chat. I had to post a complaint to an online website because they won't reply to my emails. After many weeks they started emailing me again and now my account is fully verified but they won't pay me! They told me "funds have been paid" but they did not send the funds!

I keep on contacting them through live chat and said I should email [email protected] but finance never replied!They said they paid it but I never received it! It has been almost more than 3 months and still he casino owes me missing payment €9,519.67.

This is what they emailed me so far,

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.

If you have any questions, you can contact us by email:

[email protected]

Sincerely,

BonanzaGame team

Dear halaal08,

Your withdraw from BonanzaGame has been processed.

Charged Amount, EUR: €9,519.67