Bonanza Game Casino - Player’s winnings are not paid due to duplicate account allegation.

Hello,

at the beginning of May I saw a promotion for this site bonus without a deposit upon registration. I took advantage of it.

an acquaintance of mine who was next to me (doesn't have a smartphone) asked me to use it too. I served him..

One week later I made my first deposit in this casino. I got lucky and after rolling the bonus I won the amount of 1800 dollars, which is approximately BGN 3600.

After I requested the withdrawal amount, I waited for more than a day, constantly communicating with the casino asking them if everything is okay?

They assured me that everything was fine.

Suddenly my account was blocked.

I contacted them and they explained that they will void all my winnings because I was you have two accounts..

I do not have two accounts, I have only one, I have sent them an ID card and all the documents they require.

I don't think I violated the casino's terms and conditions. The fact that I got my phone for someone to register with them is even a kind of advertisement that I made.

Through this other account that they claim is a duplicate, not even played, no deposits, nothing...

Please help me get my money, if necessary I will pay myself!

Phone to contact me 0879271914

With respect ,

Borislav B***

Hello Bobkata1914,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bonanza Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you ever begin the verification process? Do I understand it that both you and your friend claimed the bonus from the same device? When was the last time you spoke to the casino and what was it about?

Please understand that using the same device for 2 different accounts (even if they are not both yours) is strictly prohibited and the casino had the right to confiscate any balance and block both accounts.

Looking forward to your answer.

Regards,

Nick

Hello again,

Yes me and my friend have claimed the bonus from the same device because he doesn't have a smartphone.

I just didn't know that this action of mine was forbidden and would harm me in the future.

I did not do it maliciously, on the contrary, I advertised the casino in this way.

And suddenly I understand that I have unknowingly broken the rules and a huge amount of money is confiscated from me, which I desperately need right now!

What I can prove is that there was no login from this other account and no deposit was made, because my friend does not have a smartphone.

For a second proof, I can send the casino (I have already sent) all my identity documents,

as well as the other person owning another account to see that we are two different people.

I can prove everything and that this is an unconscious mistake..

I have no communication with the casino, I constantly write them emails but they don't answer me.

Let them tell me how many times another account has been logged in from my device, send me proof ip addresses, from which email…they do nothing just email them…

This other account was logged in only once - during registration, neither played nor made deposits from there.

I can prove my identity for my account by sending documents,

I can also prove it for the other account by sending the documents to the other person so they can see that we are two different people

Please help me get my winnings, after all I have honestly earned my money and I don't think I deserve to be ripped off like this..

Thank you for your cooperation!

Hello again,

I also want to complain about the attitude of the casino towards me.

Despite the situation, I write them many emails to which they do not respond. They have blocked the chat function on their site.

Whatever happened they have to be at my disposal because I am a customer and when I bet money I pay for these services.

And for this, I am asking for assistance where I can lodge a complaint. Which court or institution should I turn to, because we are talking about money here and they are obliged to provide the necessary support and feedback, because that is what they receive money for.

The main question I have is:

Why, when they knew something was wrong, why did they allow me to testify?

Why, after according to them "I violated the terms of their site" they let me deposit money.

If I had not won but had lost, they would have kept quiet and would not have reimbursed me.

Apart from entertainment, casinos are also a company and as such they are obliged to comply with all laws. And one of these laws states that both sides must be equal

In view of the above-mentioned evidence and actions of the punishment, not only are we not equal as parties in the dispute, but they are also silently robbing me.

They rob both me and other people,

because I have bet money that has been accounted for. The games released odds that were accounted for, but could have fallen to another player whose account had no problems.

This makes them liars and cheats.

I have hired a lawyer and I will be suing them for a lot more money than they have to pay me.

Please just tell me which institution to contact to file a complaint with evidence

Hello,

I'm doing a new login,

after further inspection,

I saw that the owner of this casino owns two more.

Good4plal & hotline casino.

I also have registrations there, but I don't think this is a problem because they are different casinos, even though the owner is the same.

For this duplicate account that they claim is NOT MINE, there are no deposits made or anything. Separately, I can provide documents for verification of the other person to see that this is not a scam, but a real person.

I have looked in detail at all the complaints against this casino and apparently they have a very poor rating and not paying out claims is common.

I saw that there is also the option to agree to transfer part of the money to me. I would agree, let them start answering my emails and let's sit at the negotiating table.

If you don't transfer my winnings

But I will file a lawsuit against this owner and his other casinos.

I have also spoken with a lawyer and a programmer, with whom we will prove the dishonest confiscations of money.

Rules that are not equal

We will even prove that the games are rigged

I will attach in the complaint to the court all the reviews and complaints that there are against this casino to see the fact that confiscating money from players for whatever they want and not paying out winnings is their regular practice.

I will also file a complaint with the European Court.

Also, I am going to file a complaint with Mastercard, because everything they do is a lie and a scam and the merchant I paid to should refund me and they don't!!!

Since they don't answer my emails tell them I'm giving them until Monday, then I'm filing a complaint and in addition to giving them an awful lot of money to take away all the licenses of all the casinos I'll fight to the end to pay my extortionate lawyers fees as well as what they have to give me in fivefold!!

I have collected all the necessary evidence, chats screenshots..

If they don't pay me the profit I will just do my best to ruin them, if it takes years!

Any developments on my matter…it's been a while

Hello Bobkata1914,

As stated above, you breached the casino terms and we are unfortunately unable to proceed in this matter. Please always keep in mind that you can never allow anybody else to play from your device or play with someone else's device just as it is forbidden to claim multiple bonuses from multiple players from the same household.

You can still try to contact the licensing authorities of the casino but meanwhile, we will be forced to close the complaint.

Best regards,

Nick