Complaint #17 BonanzaGame Casino

Closing account and refusing to pay outstanding amount due to unjustified accusations

By Alen M.

8 years ago

For the above-mentioned casino, I registered about half a year ago. Since then, I've done I think 4 withdraws. All withdraws were conducted more or less easily. There were problems at the last transfer. They suddenly told me that I had a double account and that they would not give me money, and that my account was closed. Before that, they canceled all bonuses via live chat and told me that I can not play with the bonus anymore. Before that I had 700 € in my account, which I already gave in withdraw. Now they have canceled my account and told me that they will not pay me those € 700 because I cheated. I did not do anything wrong and for several years I've been playing online casinos. I can not believe what matters are going on and when I asked for clarification, they just sent me a link where their rules are. I suppose they have some problems with the skrill, which is why I had to open a neteller account because they could not give me money on the skrill. At that time, we resolved this matter by dividing my 2000 € into approximately 10 parts. Now, they do not want to give me those € 700 that I got. Can you please help me? This is not a little money. Thank you for your answer.
Alen

Disputed Casino BonanzaGame Casino

Reason Declined payment

Amount €700

Discussion

AskGamblers

• Support Team

2 years ago

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf BonanzaGame Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.
AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf BonanzaGame Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

Inactive user

8 years ago

Such an answer was expected from you. It does not make sense to explain to you that it was not my intention to do this. Ok you eliminated me from all of your bonuses ... Okay, you have such a rule, even though I've been playing with you for half a year, and apparently during this time I played with a friend, who only registered 14 days ago and this caused this problem I guess. But I did the withdraw before he registered and before you assumed that I had a double account on this basis. My 700 € withdraw is not tied to this problem that was created, because I made the withdrawal already before that, and it was already in the process. If you had a faster system for withdraw, I would get this money on my account. You can exclude me from your bonuses, you can close my account, you just can not take money that was already in the withdraw process and which is not yours.

I thank you askgamblers for the possibility that I could complain about this casino. Please take a look at what I wrote and ask if you can put yourself in my skin and find that my withdrawal that was made before is not tied to this problem.
Withdraw for bonanza takes at least 14 days to 3 weeks. By giving you your winnings in pieces from 100€ to 250€. You have to ask them for your money every day.

BonanzaGame Casino

• Representative

8 years ago

User anin22 was blocked for violation of section 3 and section 5 of Bonanza Game Terms & conditions:

Clause 3. Player account.
Each player has the right to create a personal Account. Only one account for one residence, IP address or one computer can be created. If the Player attempts to create more than one account, all of these accounts may be blocked or closed, and any bets canceled. All cash backs, winnings or bonuses that the Player received while playing with duplicate accounts will be canceled and requested by us, after which the Player is obliged to return Bonanza Game Casino all the funds withdrawn from the duplicate account. If the player wants to create a new account, he can do it by contacting our manager at support@bonanzagame.com. Once the new account is created, the old one will be closed. If the Player has noticed that he has more than one account, he must notify Bonanza Game Casino about this immediately. If the Player doesn't make this, he should expect his account to be blocked.

Clause 5. Bonus conditions
If the Administration suspects the Player of fraud, the unfair use of the Bonus Policy or using (developing) a winning strategy, Casino Bonanza Game reserves the right to refuse such a Player in the bonus, to cancel the bonus or winnings from his Account. In this case, the Administration may restrict the entry of the Player in the Casino or freeze his Account. Based on the decision of the Bonanza Game Casino Administration, any Player can be disabled from receiving the bonus without explaining the reasons. Bonanza Game Casino haven't to to return you any funds that may be on your accounts with the exception of the original deposit amount minus fee ranging from 20% to 50%.

BonanzaGame Casino Complaint Stats

Resolved 18 / 25

Avg. Amount $1,481

Avg. Complaint Duration 17 days

Avg. Response Time 3 days

BonanzaGame Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 17 days, while the average duration across all operators is 8 days.

BonanzaGame Casino Complaints

See all complaints for this casino

Account reset to beginners players after 20 mounts

Hey, today I will login to my account and they have reset my account after 20 mounts playing there and lost everything, my points,they even removed my password and in the files you can see all the proof from the live chat with the not kindly support. Is this a normal case? I don't think so. Kind regards, van cleynenbreugel andre with username dre71169 and email [email protected] on casino bonanzagame casino

Unresolved

Will not pay my winnings

Today i wanted too see if my withdraw of 200 Euro was succesfully processed. But again i saw that wasn't the case. I specificly asked the day before if i wanted to cashb out my winnings could there be a reason that it would be declined, no problem was the answer. But for reason i had to make deposit without claiming a bonus and thats why i didn't get it. I think this is ridiculous and i want my 200 euro. And just as fast as they accept my money.

Resolved

Very very slow payment and finance never replies!

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 [email protected] [email protected] 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 [email protected] 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 [email protected] 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.

Unresolved

€600

Payment of $2,027 taking more than an year now, still got only half of it

Hello, I want to complain about Bonanza Game Casino. I try to receive my money very long time. I will tell you the details. I played on Bonanza Game Casino 2 times in June, 2018. My balance after the end of the second game was $2027. I wanted to withdraw my deposit and a prize, but Bonanza Game Casino cancelled. The casino set the conditions that will be removes my money in parts $200 without the reasons. I did not understand in every week or in every month, therefore I specified. The casino answered that will give me money every week. I did not receive money regularly as promised Bonanza Game Casino. The transfers decreased up to $100. I got the last transfer 06.10 2018 of $127. As a result, I received $1027. Casino did not pay me 1000$. The casino does not give information on return of my money. Answer only "wait for the translation …"
I sure that actions of casino do not correspond to rules of casino and laws of any country. The fair casino returns money to the consumer. Please, solve my problem.

Resolved

Delayed payment

Hello. I tried to resolve the conflict independently, but the casino ignore me. I ask you for help. I was registered on Bonanza Game Casino in June, 2018. I was lucky, I won and wanted to receive the prize. Bonanza Game Casino told me that the withdrawal of funds will be made in parts ($200 each). These conditions shocked me, but I agreed with new conditions.

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

31.07.2018 the support service of casino directed me to finance department for permission of a question about return my money. Since August, 2018 I correspond with finance department regularly. Finance department answer me with the similar messages "Please expect your cashout with patience".

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

Now Bonanza Game Casino are obliged to pay me $667. I consider that time for payment has to be reasonable. I ask Askgamblers to assist in return of my money.

Best regards, < full name removed >.

Resolved

Unfairly confiscating €3701 and lying about terms

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.

Unresolved

€3,801

Stalling $2,059 payment for over 10 months

Hello. On June 13, 2018, I sent request for receiving a prize of $2059 in Bonanza Game Casino. The casino established a condition about payment prize in parts. Now I received only $1450. I got the last transfer on January 11, 2019. The Casino do not pay me $600. Since January 11 I received identical answers "wait with patience, we will list you prize surely". On March 27, Bonanza Game Casino blocked my account. I asked about the reason of blocking of my account. On April 12 I received the answer "The decision concerning your account final and is not subject to consideration". I do not understand why my account was blocked. At first, the casino approved withdrawal of funds, and then blocked me without the reason.

I consulted with the lawyer, and he explained me my rights. The casino is obliged to observe target date for withdrawal of funds. According to rules of international law, conditions about date and other conditions regulating completion dates the parties of the obligations have to be observed strictly.

I wait receiving the prize too long therefore, I ask for help you.

When will I able to receive the prize?

Respectfully, Alexandr < surname removed >

Resolved

Withdrawals processed only in parts

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 🙏

Unresolved

€550

Cashback delayed/not credited

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.

Resolved

€35

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

Order Amount, USD: $10,848.63

If you have any questions or difficulties, please, contact us at:

[email protected]

Email for BonanzaGame notifications: [email protected]

Sincerely,

BonanzaGame team

Hello.

Your application has been fully processed by us. Please write to Financial Services for additional information: [email protected]

Sincerely,

Bonanza Game.

Unresolved

€9,520