The player from Germany has been accused of fraudulent activity. The casino blocked the player's account and confiscated all accumulated winnings. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Bonanza Game Casino - Player's winnings have been confiscated.
Black points: 215
Amount: €986.35
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.
4.0
Bonanza Game Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Dear atlantica751,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Do I understand correctly from the attached screenshots, that this is the only explanation from the casino you received?
If there is any other relevant communication between you and the casino that hasn’t been included in the attachments, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Dear Kristina,
Thank you for your reply.
I accumulated my winnings without any active bonus.
I also finished the x3 wagering requirement for deposit, before I submitted the withdrawal.
The attached screenshots is from the email from the casino, which is the only explanation I received:
atlantica751
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2 years ago
Thank you very much atlantica751 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Hi atlantica751,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Bonanza Game Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Bonanza Game 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi atlantica751,
This is practically the same case as your other complaint. I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=bonanzagame.com) and submit a complaint to them using the form. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
