The player from Germany was upset that her casino winnings of 900 euros had been confiscated due to a supposed violation of bonus rules. He claimed he was unaware of these rules and believed the site to be a scam. The player threatened legal action if the issue was not resolved. We had reached out to the casino for clarification and requested evidence of the player's game and withdrawal history. The casino refunded some of the player's deposits but refused to pay the remaining winnings. Despite our efforts, we were unable to convince the casino to pay the player his winnings. We had marked the complaint as 'unresolved', and advised the player to contact the Gaming Curaçao for further assistance.
Bonanza Game Casino - Player's winnings have been confiscated.
Black points: 490
Amount: €900
Bonanza Game Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
6 months ago
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8 months ago
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I was robbed of 900 euros!!!!
Conversations are as follows:
Another question: Why wasn't my cash paid out and where did it go??????????
Information was sent to your email address.
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I wasn't notified by email!
11:21
Where on earth is my money????
Good day!
Your withdrawal request was refused by customer service.
Reason:
6.17. If you make deposits with bonuses 4 times in a row or more, you risk losing your earnings and only keeping the deposited amount that you made to earn the bonus. To benefit from bonuses and enjoy the winnings, you need to make a deposit (exceeding the average amount of preceding deposits) without bonuses, at least once after using 3 bonuses consecutively.
Your balance now equals the sum of your last deposit plus the remaining sum prior to your last deposit, all amounting to €30.29
In earnest,
Bonanza game.
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11:25
Does that signify I won't receive my 900 euros????
Owing to the infringement of rules, your earnings were nullified.
11:25
Your balance is the sum refunded from your last deposit plus the remaining sum before your last deposit, totalling €30.29
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11:26
This is undeniably insolent and nothing short of a scam! There isn't any indication stating that you can only deposit 4 times with bonuses. Then they offer up to 50 bonus offers. It's only natural to utilize them. This is a deception of customers!! The fact remains that I'm going to sue these scheming people for damages. I'm relentless in dealing with such scammers, they need to be held accountable.
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8 months ago
Dear kroemer1312,
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.
- Do I understand correctly you redeemed multiple bonuses, each of which was a deposit bonus?
- Could you please specify which bonus you redeemed in the casino? Share a link or a screenshot of the bonus here, or send the information to my email at tomas@casino.guru
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
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8 months ago
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Correct, I took advantage of the bonuses offered. All linked to a deposit from me. Why not? That's what they're there for. This is fraudulent deception from the casino.
I implemented my winnings from the fs and then wanted to pay out. Now it has simply been retained. That's not how it works. I'm suing the store. If I don't get my money.
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8 months ago
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It was about a bonus with 40 fs in the gsme riot. From which I made a profit of €11.31 and then wagered it, namely exactly €226.20 as can be seen in the screenshot.
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8 months ago
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And if you need any further proof of their fraud. Now I was blocked too. Which means that my last deposit of €30 was also stolen by the "casino". This "casino" is a real dirty shop!!!!
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8 months ago
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If I don't receive my money on Monday March 11th, 2024, the matter will go to the lawyer on the same day. I'm fed up with these scammers' associations. It's completely enough for me.
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8 months ago
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Is something else happening here? Otherwise I will file a lawsuit against the casino today!!!!
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8 months ago
Thank you very much, kroemer1312, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Peter (peter.m@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.
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8 months ago
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Well, I hope so too. There is only one solution here. And that I will receive my money immediately. Deadline is running. My lawyer is already on the matter.
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8 months ago
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Hmm...somehow I feel let down here. Nothing happens here...no answers, information etc...so I have to go to court to get my money.
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8 months ago
Hi kroemer1312,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Bonanza Game Casino to join the conversation and contribute to the resolution of this complaint.
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8 months ago
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It's hard to imagine anyone coming forward, but okay, let's see if something happens.
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8 months ago
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You are deceiving your customers. Constant bonus offers. It's clear that you use Due. And I also deposited without using any bonuses. Fact is one thing. You are traveling here without a license, so I can get my money back, not just the €900 but all my deposits, through the courts. Now you have the opportunity to pay me my winnings immediately (then I'll close my account with you and that's it) or you'll get mail from the court in the next few days!!! As simple as that!!! So pay out and you will only incur the €900 costs and not the deposits I made plus the costs for the procedure.
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8 months ago
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You shouldn't hide such things in the terms and conditions, but rather point them out to your customers. This is about fair play. Winning is hard enough and then being deceived in such a deceitful way is highly illegal. Every dish takes something like this apart. That's pretty simple in a nutshell, FRAUD!! Every court sees it that way too.
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8 months ago
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It's obvious that you're cheating, your scams are being written about and reported on in every forum. It will be easy to sue you. So I'm giving you the last chance to pay me my winnings or it goes the way I say, the matter ends up in court. Here in Germany there are already enough judgments in favor of the players. And then you will have to pay costs that easily exceed 3 times my profit. It will only be cheaper for you to give me my €900 and that would take the matter off the table for me.
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8 months ago
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and something was canceled again. You're probably the ultimate piece of trash. My winnings haven't been paid out either. Enough for me now!!! Now get everything back through the legal process. I'll put an end to your illegal activities now!!!
Pay out and I'll look further away. Otherwise there will be war!!!
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8 months ago
Hi kroemer1312,
I chatted with a casino representative on Skype and I'm waiting for a conclusion. I informed them about our position on enforcing this type of rule, about the bad user experience, and that it should be automated and work on the software level.
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8 months ago
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Thanks first of all. The fact is, if this casino refuses to pay, I will sue for every cent. And I will be right. I hope that is clear to the casino. It will only be more expensive for them if they don't pay out (my winnings of €900).
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8 months ago
Dear Bonanza Game Casino team,
Please respond here and/or on Skype so that we can make some progress here.
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8 months ago
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Or finally pays off. I've already told you in detail what else will happen!!!!
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7 months ago
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Bonanza, money is still missing!!!! Pay out immediately or what I tirelessly write in my emails will happen!!!!!
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7 months ago
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I submitted all the documents today and am now legally recovering all my losses!!!! By doing nothing (paying me my winnings) illegal remains illegal. You are cheating every player from Germany and I have already written to many who will also sue you. We'll take down your illegal casino.
Everyone at your casino will be reported personally and sued for damages!!!!
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7 months ago
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.
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7 months ago
Hi kroemer1312,
I received information that the casino refunded your deposits. I'm waiting for their final decision regarding the rest of the funds.
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7 months ago
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I got €200. But that's not enough for me. I won 900, not 200. And I certainly deposited far more than 200. That means the matter ends up in court!!!
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7 months ago
Hi kroemer1312,
The casino stated that it refunded all your deposits of €590. Can you confirm that? Unfortunately, it doesn't look like it will pay you the rest.
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7 months ago
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No, I cannot confirm. To date I have not received any money of €590.
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7 months ago
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So no trace of €590. So there would still be €390 missing if you deduct the €200 I received.
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7 months ago
Hi kroemer1312,
I requested a bit more detailed evidence from the casino regarding the refund of the first transaction.
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7 months ago
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Yes, as I said, I have 200. There are probably still 390 missing. I would be satisfied with that and let the matter rest.
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7 months ago
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So there is still €390 missing, the casino should send this amount to myfinity immediately: kroemer1312@magenta.de I'll let the matter rest. Otherwise my ad will continue to run and I will be sued for everything and every cent.
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7 months ago
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I was blocked at bonanza casino and there are no payments with this reference number on my myfinity account.
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7 months ago
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Yes I found it, but that was my winnings and has nothing to do with the refund of my deposits!!!!!!
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7 months ago
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Yes, as I know. Doesn't change the fact that the 390 is still missing, since this payout was my winnings.
I'm not going to argue any further here. Either I get the rest of my money immediately or - and I mean this completely seriously - my legal counsel will take action today and I will demand every cent I paid in plus my winnings.
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7 months ago
Dear Bonanza Game Casino team,
Please send the player's game history and withdrawal history to my email address (peter.m@casino.guru).
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7 months ago
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I've had enough of this messing around over 390€
Get everything back for me now.
Bonanza pays the 390€ and the matter is settled, otherwise it will just go to court!!!
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7 months ago
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So bonanza, don't use my winnings as your refund for my deposits!!! There is still money missing!!! And actually 900€, not 390. How shameless can you be?? Your schemes are disgusting!!!!
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7 months ago
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.
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6 months ago
Hi kroemer1312,
I'm afraid I can't convince the casino to pay you your winnings. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao (https://casino.guru/licensing-authorities/curacao-license-4) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
