The player from Bulgaria had his account blocked after he requested a withdrawal of 1060 EUR from the casino on the grounds of possessing a duplicate account, which the player denied. The player had provided proof, such as screenshots of the registered email, asserting that it was the only account on the casino site. However, after we reviewed the evidence, we found that there were indeed multiple accounts associated with the player's name, address, and email address. All of these accounts had taken advantage of bonuses, which was against the casino's terms and conditions. As a result, we concluded that the casino's decision to block the player's account had been justified.
Bonanza Game Casino - Player's winnings have been confiscated over alleged multiple accounts.
Amount: €1,035
Bonanza Game Casino
Safety Index:LowSafety Index
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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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Translation
I registered at the casino and deposited 25 EUR to receive a 200% bonus. After successfully playing through the bonus, I requested a withdrawal of 1060 EUR. Twenty minutes later, my account was blocked, and the casino claimed that I had another account on their site, which is untrue. I registered for the first time through a link sent to my email and I have never had a second account on this site. The deposit was returned, but I want the generated winnings to be paid out since I have not violated any of the site's rules. I tried to get information about what was happening and what the alleged second account was, but the casino was uncooperative. I sent them screenshots of my registered email to show that this is my only account, but they disagreed. I also have a registration with HotlineCasino, which they also manage, but this should not matter for them to claim that I have a second registration on the BonanzaGame site.
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8 months ago
Dear jokerxx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
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,
Veronika
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8 months ago
Translation
Hello,
no one in my household could have made an account at this casino as i live alone and the ip address is only used
from me. Regarding the KYC verification, before requesting withdrawal I uploaded all the required documents on the site. I can post all chat correspondence with the casino as well as pictures of my email about my registration and when it was done if needed.
Edited
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8 months ago
Have you used any VPN or IP-masking software to access the casino website by any chance?
If you have any communication with customer support that could be relevant to your case, please forward it to me. My email address is veronika.l@casino.guru. Thank you.
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8 months ago
Translation
Hello, I have not used a VPN or any other software as the terms of the site do not allow it, and all the slot games and features of the site were available and no software was required to access and use the site. I am sending the casino correspondence to your email. 🙂
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8 months ago
Thank you very much, jokerxx, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.
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8 months ago
Hello jokerxx,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Bonanza Game Casino to join the conversation.
Dear Bonanza Game Casino,
Can you please provide more information on the alleged multiple accounts? Please forward any supporting evidence of the alleged multiple accounts to me at michal.k@casino.guru
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8 months ago
Translation
Hello and Thank you. I hope you manage to get in touch with them, as I doubt they will respond at all.
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8 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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8 months ago
Translation
Hi, are you trying to contact them via email, chat support or something else? It is obvious that they will not answer here.
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7 months ago
Dear jokerxx,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with the same or very similar name, address, and email address. All of the accounts took advantage of the bonuses, which can’t be considered as just a coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions and bonus terms and conditions as mentioned in the clauses:
5. Registration
5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.
2. General bonus terms and conditions
2.2. All Player bonus offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, Neteller etc.), IP, and shared computer, e.g. public library or workplace.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
Casino Guru
