Mega Bonanza Social Casino Complaints

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.

I hit the jackpot 14k on their website.

It's been 10 days, and my money remains pending.

I verified and have smooth redemption for 1k, 800$, but the jackpot I hit 14k has been 10 days and nothing changes, keep stay at pending.

They told me maxi 10 days to process and come to my bank, but it been more than 10 days and nothing has moved. I asked them before do i need to verify anything, and they said no, and if they need something, they will email me.

I waited for a couple of days, and 0 email came. Then I went to live chat support, asking them about my redemption, then they told me to verify my card that I used from day 1. That is the same bank that they verified already, even though they told me they would email me if they needed to, but no email.

Ok then, I verified by take picture without a cover "anything', then they told me to wait 24-48 hours for verification. 72 hours later, still no response, and my verification stays there. No one is going to do nothing.

Then every time I contact their support i have the same answer to wait 24-48 hours. After waiting 48 hours, they said wait another 48 hours. This casino has no respect customer time and money.

I spent 1k points ahead, which is up to the platinum rank. They don't care about the customer, for sure!. i been hit more than 7k on crowncoin and they pay me, within 24 hours. It hit my bank!

Like I said everytime I come to support, they keep saying wait 48 hours, and after 48 hours, they said wait another 48 hours. That is not how support works! They keep winning the jackpot and don't want to pay! I never had any problem with all the other platform i played before!.

Please pay my money out

I’ve been going back and forth with MB for the past week. I tried to withdraw two separate winnings.

One for $960, and one for $400.

They ask you to verify your address, like most other casinos. But unlike most other casinos, they just keep denying your verification.

They ask for the IP address and proof of address with physical mail.

I have submitted multiple different types of mail (all on the list of items they require), and they keep denying my application.

When I ask what was incorrect or why my verification was denied, they don’t give any real information as to why.

The support team is quick to respond without a solution. They never offer any fixes, just keep replying with the same response over and over.

I won big on mega bonanza casino and am trying to get my redemption. I got contacted by them and they asked for proof of deposits to site and proof of bank account ownership. I sent them all of the documents they needed. Screen shots of deposits to them and screen shot of proof of ownership of bank account. They needed me to verify payment method. I told them I use Apple Pay so it’s virtual pay connected to my hard copy card but the last 4 numbers aren’t the same because it’s virtual pay. But I sent them the proof of deposits from my bank statement. I got contacted by a lady from there and she was very nice and said congratulations and asked me what I plan to do with the winnings Can someone please help me out with this problem.

I am extremely frustrated with the ongoing issues regarding my redemption request.

Despite providing all requested documentation... AND MUCH MORE, including three bank statements, my California boaters license, and several other forms of mail verifying my identity and address, my account remains under review.

I have followed every instruction provided, including using the IP address tracker they recommended, but still, my redemption request has not been processed.

This has raised serious concerns about the legitimacy of the platform, as I have received only generic responses from customer support, offering no real resolution. I have complied with every request they made, yet the process is dragging on with no clear explanation or outcome.

I am requesting that this matter be escalated to a higher authority for immediate resolution, as the lack of transparency and continued delays are unacceptable.

If this issue is not resolved swiftly, I will be forced to consider reporting the matter to relevant regulatory authorities to ensure proper handling.

I have been trying to redeem 500.00 since 11-15-2024

With no redemption, they continue to ask for bank information which I sent in at least 10 times every time. I sent in my routing and account number they kept saying it was the incorrect number and I knew it was the right number.

They even requested a bank statement which I sent in and still no redemption. I feel that I have given them time to resolve this matter.

They did not give me a reason why my redemption was declined but just kept asking for bank information

I’ve been in an ongoing battle with Mega Bonanza's support for the redemption of 194 Sc placed on December 9th, 2024.

It’s been two months and yesterday they restricted my account and gave me zero answers.

I’ve contacted the ECC which is for players' rights in their country.

They gladly took my money and won’t pay me my winnings. This is illegal.

I won $200 they paid me out then I won $250 and they refused to pay me they said my bank account is not verified which it is, they wanted me to send them a statement with the full account number on it and they said account ending in 7602. I told them I don't have an account ending at 7602 the redemption history shows account in a 5606 and that is the bank statement I sent them the bank told me I cannot get a statement with a full account number on it for security reasons. I have emailed these people back and forth they keep giving me the runaround if you can help me with this dispute. I would really appreciate it thank you.