The player from Germany had deposited 100 euros, which was deducted from her bank account, but the casino claimed it never arrived and was marked as pending. She requested the return of her funds. The issue was resolved when the Complaints Team confirmed that the player had received her winnings after a thorough investigation into her communications with the casino. The player was advised to wait for the funds to reflect in her bank account, which she subsequently confirmed.
Bonanza Game Casino - Player's deposit is marked as pending.
Amount: €100
Bonanza Game Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.1
Bonanza Game Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Hello, I deposited 100 euros. It was deducted from my bank account, as proven. The casino says it never arrived. It's marked as pending at the casino. I would like to get my money back. 
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1 month ago
Dear Alineb1991,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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1 month ago
Translation
I immediately had my account blocked because of gambling addiction and asked for a refund of the 100 euros that I had not wagered.
The live chat was blocked and so was the account. Now I want to get the money I depositedAutomatic translation:
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1 month ago
Dear Alineb1991,
Could you please confirm if the deposit has successfully arrived in your account?
Additionally, has your account been closed already?
Please note that if you are requesting a refund, the casino may require verification, and the process can take up to three weeks to complete. We recommend contacting the casino directly regarding the refund option and following their instructions.
Let us know if you have any updates or further questions.
Best regards,
Nick
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1 month ago
Translation
Good day
The casino is no longer answering me. The account has already been closed. They are not responding to emails even though I have sent all documents by email. Live chat is blocked.
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1 month ago
Translation
Hello, I have written to you several times that I would like my deposit of 100 euros back.
My account has been blocked due to gambling addiction.
They assured me in the chat that I would get the 100 euros back.
I also received the proof from you by e-mail
Now the chat is locked and I cannot contact you.
I turned on casino guro.
I have proof and bank statement.
Refund me the 100 euros
My data
Aline B******
aline *******
10.0*.19***
01523 13*****
Im Lan***** 4 65479 Raun****
Frank*****r S*******
DE92 5005 0*****1 1********5 27
I expect the 100 euros back in my bank!
Mfg Aline Ba*****
Edited by a Casino Guru admin
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1 month ago
Dear Alineb1991,
Please forward the communication between you and the casino to nikolas.b@casino.guru and do not post your personal information here.
Awaiting your response.
Regards,
Nick
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1 month ago
Translation
I have forwarded the process to you by e-mail
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3 weeks ago
Dear Alineb1991,
Thank you for the communication provided.
Please keep in mind that withdrawals may take up to 14 days so I would only advise to wait until next week.
Let us know in case of any update or if the money would arrive.
Looking forward to hearing from you.
Regards,
Nick
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3 weeks ago
Translation
The reimbursements were previously made by financial professionals.
Expect the refund within 3-5 days
You can ask your bank how quickly it will arrive.
Sincerely,
Bonanza Game.
Dec 3, 2024, 7:28 pm
This is what the casino writes.
I never received the money!!!!
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2 weeks ago
Dear Alineb1991,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
