Bonanza Game Casino - Player’s bonus winnings have been confiscated.

Hab bestimmt 30 mal eingezahlt in der Vergangenheit…

meistens mit einem deposit bonus mit free spins…

endlichgewinn ich ein wenig und dann wird die Auszahlung verweigert mit der Begründung ich hätte nicht viermal in Folge einen Einzahlungs Bonus in Anspruch nehmen dürfen und die letzte Einzahlung wurde mir gutgeschrieben…

es mag sein das das in den entsprechenden AGBs reglementiert ist, es ist in jeden Fall eine Riesen Frechheit und ist indirekter Betrug…

wenn es nicht erlaubt ist warum kann man dann überhaupt einen Bonus einfordern…

das mindeste wäre die Rückzahlung sämtlicher Einzahlungen.

ihr habt mir jetzt schon oft geholfen und grade Glücksspiel sollte unbedingt fair gehalten werden…

vielen Dank schonmal für eure mühe

spin on…

Dear Mophet,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino's T&Cs (https://bonanzagame.com/terms) and I found this:

"6.17. If you are making deposits with bonuses 4 times in a row and more, you are risking to lose your winnings and keep only the deposit sum, you made to receive the bonus. To benefit from the bonuses and enjoy the winnings, make a deposit (over the average sum of the previous deposits) without bonuses at least once after using 3 bonuses in a row."

Would you be so kind and specify which bonuses you claimed? If possible, please, forward me your cashier and bonus history.

Additionally, please forward any relevant communication between you and the casino together with the bonus history to kristina.s@casino.guru (alternatively, you can post it 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,

Kristina

Thank you very much Mophet for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Mophet,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Bonanza Game Casino to join this conversation and participate in the resolution of Mophet’s complaint.

Dear Bonanza Game representatives,

Please note that in Casino Guru, we believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side so there's no chance for players to break it by accident. It’s really not hard to implement a feature that won’t allow players to claim a bonus when they are not eligible for it according to the Terms and Conditions.

That being said, we would like to ask you to reconsider your decision in this case. In case the confiscated funds are not refunded, this complaint will be closed as ‘Unresolved – Against fair gambling’, which will affect the casino rating.

Dear Mophet,

Please be informed that the issue is being discussed with the casino in a private conversation. As additional time is needed to fully investigate the issue, I'm extending the timer by 7 days. Thank you for your understanding.

Dear all,

Thank you for your patience. After discussing the issue with the casino representative as well as internally, we reached a conclusion.

Dear Mophet,

Since the fact is that this was not the first time you’ve violated the rule and taking into consideration that you were forgiven the first time and warned about what would happen if you would break the rule again, we suggest the involved parties agree on a compromise.

We would like to ask Bonanza Game representatives to provide a statement.

Hallo

mag sein das ich diese Regel mehrfach verletzt habe da ich ja schon sehr oft eingezahlt habe. Da jedoch vorher nie eine Auszahlung angefragt wurde, musste mir das auch nicht verziehen werden… und gewarnt oder informiert wurde ich auch nie. Dafür besteht in einem Schwester Casino Hotline das gleiche Problem… Kompromiss hin oder her. Man gewinnt eh schon sehr selten und eher wenig. Das sollte man dan wenigstens auch ohne Schwierigkeiten bekommen. Alles andere, nsbesonders hinterhältige AGBs sind kriminell und Betrug und gehört strikt geahndet…

PAY FAIR, PLAY FAIR, STAY FAIR

Dear Mophet,

According to the evidence provided by the casino representative, on October 16, 2021, an e-mail was sent to your e-mail address. In the e-mail, the casino informed you that you had violated rule 6.17 and warned you about the proceedings in case of a repeated violation.

Have you checked your spam folder?

Das stimmt einfach nicht…. Im Gegenteil hab ich aber eine Menge Werbung mit tollen Bonus angeboten und Einzahlung Hilfe… mit nur einem Klick auch sofort angemeldet in meinem Account mit aktiviertem Bonus auf der einzahlungsseite… und von vorherigen Einzahlungen schon eingerichtet,ist die Einzahlung auch schon genehmigt und los geht der Spaß mit entsprechend gewählten bonus spins oder bonusgeld.

The rules on the BonanzaGame Casino website are not hidden and are publicly available for all users and site visitors.

When registering, you checked the box that you have read and agree with the rules.

https://bonanzagame.com/terms

Thank you, Bonanza Game Casino team, Mophet, for your replies.

Dear casino team,

There’s no question about whether the policy is set out by the Terms of Service, or whether players should follow the rules. As explained earlier, we believe that this situation could have and should have been avoided. The problem here is that the policy was not enforced at software level which means that it can be easily breached without intention.

The fact that Mophet was warned and forgiven for the first violation can be considered an extenuating circumstance, but not an excuse. Nonetheless, Mophet apparently did not receive the e-mail.

Please note that in case a mutual agreement is not reached in this case, we will close this complaint as ‘Unresolved – Against fair gambling’, which will affect the casino rating.

Dear Mophet,

Unfortunately, the casino team is not willing to reconsider its decision in this case. As in Casino Guru, we believe that the decision of the casino is unfair and this situation should have been handled better on the casino’s end, we will now close this complaint as ‘Unresolved – Against fair gambling’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.