Complaint #6 BonanzaGame Casino

Winnings Unfairly Confiscated Due to Unjustified ''Fraudulent Account'' Accusations

By Lit_Dab69

9 years ago

Hi!

I've been trying to make a withdrawal over att BonanzaGame casino for some time. I had all my documents approved except for a "selfie with a ID-Document"where they claimed multiple times that the quality is to low. Yesterday (2017-07-02) I a gave it a third try and sent a new ID-Selfie to them. Today I woke up to an email where I didn't get any answer to wether my selfie was accepted or not, just that they consider my deposit as fraudulent and my account is closed from the website.

I feel like this is not fair at all, I'm in the last steps of verification. I've tried to get a selfie with acceptable quality three times, and they just decide to close my account without any warning. I can't possibly be supposed to own a high pixel system camera in order to make a withdrawal?

I'll make a summarization of the verification contact I had with BonanzaGame here:

2017-06-22 10:58 - I've made a withdrawal, and BonanzaGame asks me to provide them with all the verification documents in order to withdraw.

2017-06-23 01:21 - I send them an email of an Invoice, front and back of my credit card, picture of my passport and a picture of me holding my passport.

2017-06-23: 08:38 - I recieve an email where they state that they do not accept documents of poor quality (selfie). I also have to provide them with an invoice that's not a screenshot and not older than three months.

2017-06-28: 19:18 - I get an email from BonanzaGame where they state that my withdrawal was rejected and that I have to make another minimum deposit of 3€ in order to make a withdrawal.

2017-06-29: 16:23 - I provide them with an invoice that's not a screenshot, and not older than three months aswell as a new picture of me holding my passport.

2017-06-29: 16:58 - I get an email where they claim that the selfie still doesn't approach in quality.

2017-07-02: - I provide them with one last selfie claiming this probably is the best quality i can achieve. This time im holding my ID-document and not my passport.

2017-07-03: I recieve an email where they state that I have not provided them with all the requested documents and that my deposit was regarded as fraudulent. I get no answer to wether the last selfie i sent them was good enough in quality or if they even have looked at it.

Disputed Casino BonanzaGame Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team considers that BonanzaGame Casino acted in full compliance with their Terms, Section #4

"...We reserve the right make a phone call to the number provided in your member account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed. In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your member account.

If the requested package of documents for verification has not been provided within 7 days, it will be considered as an attempt to hide the information and / or the inability to pass the verification procedure. In this case, the deposit will be regarded as fraudulent and will be returned, the winnings will be canceled, the account will belocked."

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for BonanzaGame Casino Casino.

BonanzaGame Casino

• Representative

9 years ago

Dear LIT_DAB69!

Due to the fact that you haven't provided the full package of documents within 7 days, we were forced to cancel your winnings and return your deposit. Also, we did multiple attempts to reach you on your mobile but all tries were unsuccessful. Our actions were lawful and we acted according to our rules.
The Terms and conditions of the Bonanza Game casino, Section 4, include an item that reads:
- We reserve the right make a phone call to the number provided in your member account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed. In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your member account.
- If the requested package of documents for verification has not been provided within 7 days, it will be considered as an attempt to hide the information and / or the inability to pass the verification procedure. In this case, the deposit will be regarded as fraudulent and will be returned, the winnings will be canceled, the account will belocked.

Hope the above clarifies.

Sincerely, Bonanza Game.

Lit_Dab69

• Sweden • 14 reviews

9 years ago

Hi!

I just want to clarify that the withdrawal in dispute is 400€ and not 480€ as originally stated in the first mail.

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