Bonanza Game Casino - Player’s account has been blocked.

Hello, here I have such a problem, I made a deposit of $ 100 for the first time in this casino, gave a bonus of 150%, unscrewed them for 1.5 days, eventually won $ 2800, then the time came for verification, I sent them a photo and registration of another person by no means, since I’m doing it when I rent apartments in Sochi, and play from the phone, there during account verification when you rivet the photo is very small and I didn’t see this photo of my passport or not, they blocked me and they also say that I have another account, I tell them yes mistakenly sent you neither doc cops, but here is my passport my driver’s license is mine, you can call me on Skype and they on your own you broke the rule and that's it

Dear Yuri,

Thank you for submitting your complaint through our website. I am sorry to hear about your troubles. According to your evidence, could you please answer a few questions for me, so that I can fully understand this issue? Did the casino return your deposit back to your account? Also, did the casino explain to you with evidence if you’ve breached their multiple account terms? Thank you in advance for your reply.

Best regards,

Satrio

Dear Yuri,

Thank you for sending to us your evidence. I have contacted the casino representative regarding this issue and hopefully, they will get back to us soon.

Best regards,

Satrio

Hello! Even if you send them my complaint, nothing will come of it, I contacted affgambler and there they representatives of bonanza game casino wrote the same thing that I had in the mail and that's it, please influence the situation!

That's all they answered me!

Hello

The security service decided to close your account due to a violation of the Bonanza Game rules.

2.2. You are allowed to have only one Account. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account. If you wish to open another account, you may do so by contacting the Manager at support@bonanzagame.com. If a new account is opened, the old account will be closed. If you notice that you have more than one registered Player Account you must notify us immediately. Failure to do so may lead to your Player account being blocked for access.If the discrepancies between the name of the account holder in the BonanzaGame.com and the name of the credit card holder through which the deposit was made are detected, this will also result in the blocking of all Accounts and termination of all payments.

2.3. A Player should not share (his/her) account with the third parties, or allow anyone to play the game using (his/her) account. Any physical person has the right to own solely one playing account. In the event Player is found out to use other people’s accounts (including accounts of relatives and friends) without permission of the BonanzaGame.com, the Administration reserves the right to cancel his/her account and/or revoke his/her winnings.

2.4. You must enter all mandatory information requested into your registration form, including a valid e-mail address; if you do not enter a valid email address, we will be unable to help you recover any "forgotten passwords". It is your sole responsibility to ensure that the information you provide is true, complete and correct.

3.2. It is the responsibility of the Player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the Player.

Deposits made will be returned to the details used when depositing funds.

Additional information and evidence was sent to the casino.guru website administration.

Hello! You see, they write the same thing and that’s all, the meaning of my claims, what?

And they promise to return the deposit for 2 weeks and do not return

Help me!

Dear Yuri,

The Casino Guru team has been provided with enough information and evidence on behalf Bonanza Games Casino management in regard to this complaint to confirm and justify the casino actions.

However, we agree that you should receive your deposits back as it is stated in T&Cs of the casino. We are extending the timer by 7 days of your confirmation of your deposit funds to be returned. Please inform us as soon as possible once it succeeds.

Best regards,

Satrio

Dear Yuri,

We are extending the timer by 7 days. Could you please inform us if the casino returned your deposit? Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, they didn’t return anything to me and didn’t provide me with any evidence.

We would like to ask the Bonanza Game Casino to reply to this complaint regarding the player deposit. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

When will the casino finally return my deposit to me ???

Dear Yuri,

We have been provided with relevant evidence on behalf of Bonanza Games Casino management in regard to your deposit. The funds should arrive as they have been sent from 23/10. Could you please confirm if you received them? 

Hello, I didn’t receive anything, they came to me from the very beginning and then I immediately started cursing with them about the second account or whatever they call it, I don’t know and they withdrew this payment and they weren’t in my kiwi wallet

And if it’s not difficult for you, please show me what evidence they gave you about my second account?

They can’t provide you anything, because these are casino scammers, why I don’t have one in other casinos, but this one, I can provide you with a lot of screenshots of the casinos in which I play and for some reason they don’t have any claims to me

Dear Yurii,

I have sent you an email with some evidence. Thank you for your cooperation.

Hello, it means that it’s possible that any person can make a second account in the casino, and then I sign up, play, win, no difference, and then they tell me the second account, so it turns out? Where are my passport details or my cards or my qiwi wallet, matches go no, the address is not the one that I have in my passport, it could be done by anyone who has access to a computer! and this is called a second account in the casino, no one could make deposits from that account from my card or my wallet, right what am I saying?

That's terrible (((

My city of Sochi is a small village, everyone here knows each other, I was born and raised here, that's why 1000 people know my Surname, First name, Middle name and date of my birth, but what do I have to say?

Well, there would be coincidences in ID, I would not say or write anything, well, here it’s not fair!

The Casino Guru team has been provided with enough information and evidence on behalf Bonanza Games Casino management in regards of this complaint to confirm and justify the casino actions. Unfortunately, we’re forced to reject this case.