HomeComplaintsBonanza Game Casino - Player's account has been closed after winnings.

Bonanza Game Casino - Player's account has been closed after winnings.

Amount: 10,000 zł

Bonanza Game Casino
Submitted: 29 Jan 2025
Case opened Current status

Waiting for casino to reply

5d 9h 7m 17s

Case summary

The player from Switzerland deposited PLN 100 and converted it into 10k but had his account blocked after requesting a withdrawal of 2k. He received only his initial deposit back.

Public
Public

Hi, I deposited PLN 100 with Skrill yesterday without using any bonuses - I made 10k out of it. I ordered a payment of 2k. They blocked my account and sent me back PLN 100 - a daylight scam.

Public
Public

Dear KRYSTIANCIU1212,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bonanza Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Did the casino justify its actions citing any rules from its terms and conditions?
  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
  • Have you contacted casino support and asked for an explanation? With what result?
  • Could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Sensitive attachment
Sensitive attachment

Hello. I played only slots.


Please check attachments about contact with casino.



Public
Public

Dear KRYSTIANCIU1212,

  • What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
  • Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
  • Could you please advise if you have passed the KYC verification?
Public
Public

Hello, answers below


What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) - i played only slots.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? - Yes i use my family wifi connection so some persons from my family can do this.

Could you please advise if you have passed the KYC verification? - They didn't ask me to verify KVC, so I haven't done it yet, but it's not a problem for me to do this.


Public
Public

Thank you very much, KRYSTIANCIU1212, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Public
Public

Dear KRYSTIANCIU1212, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Bonanza Game Casino representative to join this conversation. 

Dear Bonanza Game Casino, could you please provide more information about this case? 

Looking forward to your reply.

Public
Public

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Bonanza Game Casino has 5d 9h 7m 17s to reply

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news