Complaint #6 Bonzo Spins Casino

Account verification procedure takes forever

By Createwar

6 years ago

It's been 5 days and every day I have resubmitted every document they have requested right down to me holding my documents and having to take selfies with me holding documents as they didn't believe I am a real person. Mind you I have recieved a payment from them 3 months ago and have already proved my identity and bank account details. Every day they are requesting different documents which I have sent straight away the only way I hear anything from them is when I go to chat support and they request the same documents stating they havent recieved them even though I have kept all my sent emails to the casino. So I then send documents through chat and they say they will send them off to department so I want to the next day and contact again and once again I will be asked for more documents which I send again. This has been going on for over a week and still being lied to and asked for same documents. It's 4000 dollars that they haven't paid me and show no signs of resolving this matter.

Disputed Casino Bonzo Spins Casino

Reason Verification issues

Amount $4000

Discussion

There are no replies at the moment.

Bonzo Spins Casino Complaint Stats

Resolved 0 / 3

Avg. Amount $4,175

Avg. Complaint Duration 4 days

Avg. Response Time 4 days

Bonzo Spins Casino Complaints

See all complaints for this casino

Won’t process self exclusion request

I have requested self exclusion several times from Bonza Spins casino, without it being taken seriously. Below is a sample of recent correspondence. They will not process my request. It’s disgusting.

Copy of my email Sunday 21st July 2019 “Please arrange for my account to be closed effective immediately. I do not wish to communicate further regarding this request. I would appreciate immediate closure of my account effective today. My account details are Xxxxxxxxxxxxxxxxxxxxxxxxxxxxx. User name xxxxxxxx DOB Xxxxxxxx

I wish to self exclude permanently from your casino.

Thank you,

..... ...........”

Bonza Spins first response “On 22 Jul 2019, at 12:12 am, Support Bonzaspins wrote:

Hello Eva,

Thank you for your email.

I am very sorry that you wish to close your account, may I ask what happened?

Any feedback from you would be highly appreciated as we are constantly trying to improve our service.

We am looking forward for your response.

All the best,”

This is the third time that I have tried to self exclude. You will note that I specifically asked for no further communications, because I knew that this standard response would be issued.

So I sent the below response yet again “ To: "Support Bonzaspins"

Sent: Sunday, 21 July, 2019 16:53:21

Subject: Re: Please arrange for my self exclusion from your casino immediately

Hi,

I am losing too much money, it’s as simple as that.

It has become a problem for me.

Thankyou,“

And this is what I received! As I expected, they try to lure me the gambler into playing again. It’s actually abhorrent.

“Hello Eva,

Thank you for your email .

We are sorry you feel this way, no worries as we are sure luck is right around the corner and you just need to stay optimistic. Also, if you notice that luck is not on your side, perhaps it would be best to try a greater variety of games.

We would recommend some nice hot games that can help you ,for example :Gladiator , Great 88 or Wolf treasure.

The way luck works, we don't know when it will hit next. I'm positive that as you continue to enjoy the site, sooner or later, you will have more favorable gameplay sessions.

All the best,”

Can you please assist me in self excluding from this online casino? I do not trust them in any way shape or form.

Thank you, Eva < surname removed >

Unresolved

Refusal to payout legitimate winnings

I tried everything to have my documents validated so I could withdraw my winnings. Finally over approximately a week they assured me that they were. Many emails to and from, I emailed support team, payments team and the managers. All the emails back were stalling in nature but positive and reassured me that my payouts were imminent. They emailed me to encourage me to continue playing my winnings as they were 'paying like crazy at the moment'. I reiterated that I would like to be paid out. They finally agreed that the account had been validated and payment was on its way. Only to receive a second email within hours stating that the 'audit team' had reviewed my payout & confiscated the money. (3 payments, a total of $13,000 AUD). This was due they said to bonus amounts & I was no longer entitled to my winnings. I had played and one these amounts with my own money, & had avoided 'free spins/bonus offerings after playing a few earlier and losing my money & reading the payout conditions, decided that was not for me. The winnings were completely financed by my own money without any of the marketing offers. The manager emailed me to say she had tried really hard & begged for me to be paid $1,500 instead. I have tried everything to contact the manager, emails as no phone number, but the do not respond. I need my money back. I have been blatantly robbed. Can you please help to rectify this situation.

Unresolved

$13,000