Poor Redemption Process

I am filing this complaint regarding my $2,000 in winnings that remain pending with Mega Bonanza.

My account was already verified, and I had no issues making deposits. The problems began when I attempted to withdraw my winnings. After my bank withdrawal attempts were rejected, I decided to redeem my winnings for gift cards instead.

I submitted two official bank statements containing my personal information and transaction history, but my documents were repeatedly rejected without a clear resolution.

For several days, I have contacted customer support through email and live chat. Despite following the instructions provided and cooperating with the verification process, my issue remains unresolved.

I have never experienced this type of problem with any other casino, and I am disappointed that I have been unable to resolve it through customer support.

I respectfully request that a supervisor or higher-level representative personally review my case.

am submitting a formal complaint against Mega Bonanza regarding the sudden, unjustified closure of my account and the withholding of $48,000 USD in legitimate winnings.Total Winnings & Compliance with Florida Law: I accumulated a total win of $53,000. To comply with Florida’s daily sweepstakes redemption limit ($5,000 max per day), I submitted three separate redemption requests of $5,000 each over three consecutive days.

Written Confirmations Received: For these redemptions, I received formal confirmation emails from Mega Bonanza stating:

"Redemption Request Received"

"Redemption Request Approved"

Email notifications congratulating me on the wins.

Support Confirmation (Monday Morning): On the morning of Monday, [Insert Date], I spoke directly with customer support via live chat/email. Support explicitly confirmed my account status was clear and all redemptions were "good to go."

Sudden Account Closure: Shortly after that support conversation, Mega Bonanza abruptly closed my account, claiming I violated their Terms and Conditions. No specific term or evidence was cited.

Partial Payment Received: Approximately two hours after closing my account, Mega Bonanza processed and paid out 1 of the $5,000 redemptions into my bank account. The remaining $48,000 (including the two other $5,000 pending requests and my remaining balance) remains withheld.

Consistent Account History: I have been a verified customer with Mega Bonanza and have successfully completed multiple redemptions in the past without issue, usually receiving funds within 2 business days. During the transactions in question:

I used the exact same physical device (mobile phone) in the exact same location.

I used the same linked bank card and payment method previously verified.

I have only ever operated one account on the platform.

I re-submitted my driver's license and bank information to re-verify, but have received no progress.

Attempted Direct Resolution:

I have sent roughly 20 follow-up emails requesting clarity. Mega Bonanza customer support continuously sends generic, automated responses refusing to specify which term was allegedly violated or when the violation occurred, effectively halting all communication.

Evidence Attached:

Copies of all "Request Received," "Request Approved," and "Congratulations" emails from Mega Bonanza.

Transcript/screenshots of the support conversation confirming funds were "good to go."

Proof of receipt for the single $5,000 redemption payout issued after closure.

Bank statements showing prior successful redemptions using the same payment method.

Copies of re-submitted verification documents (Driver's License & Bank Info).

Desired Outcome:

Because Mega Bonanza approved the redemptions and paid out $5,000 post-closure without demonstrating any valid Terms of Service violation, I request that Mega Bonanza immediately honor and release the remaining balance of $48,000 USD to my verified bank account.

Waiting for them to manually push through the $9000 redemption.

I have had nothing but issues.

They locked my account; I reverified it.

They let me redeem my 9k and as of July 23rd, but it is still locked in the final stages of processing.

My bank has no record.

I have emailed asking for a tracking number. No response.

No money, and my account is locked out.

I asked for a redemption and they said my account couldn’t be verified. I have the app on my phone. I have not changed anything. I’ve gotten a redemption from them in the past was no problem. I haven’t changed any of my information. I emailed them several times, and they have not responded…. I found a phone number for 24/7 help; there is a cell phone that was no longer in service.

I did not violate any terms and conditions, and I read them ALL.

They only closed my account because I won, and they don’t want to pay me. It’s theft plain and simple, and I won’t let this go.

My access was never in question until I submitted my first redemption request on March 24th.

Today, March 27th,(not) conveniently, 3 days after the request, my account was closed, but they can’t tell me why, only that I violated terms and conditions. Well, I read every page of the terms and conditions, and I did not violate any of them.

They are only doing this to try not to pay me the 250 dollars I won. It’s theft.

I want my money and/or my account cleared.