Bonanza Game Casino - Player’s winnings were confiscated.

I had my 2nd deposit at the casino, and after some playing and winning I had a small successful withdrawal of 60 USD to my account, after more playing and winning I tried to withdraw the rest of the balance of 233.08USD, and I received an email saying that I had violated the casino policy because I've open another account on a work email that wasn't even activated or deposit to.

They explained it's a violation and no matter what I tried to explain they insisted that it's a violation.

The "punishment" was 15X wager on my balance 233.08 USD, so I had to wager my balance before I could withdraw it! crazy but I understand I can't do anything.

After I understood that "it what it is", I started playing so I could wage my balance, During my playing I got to win an extra 400USD, and my balance was around 640 USD, Once I finished my waging they just rest my balance back to the original balance I had prior to my 15X waging of my 233.08 USD, meaning they stole from me 400+ USD.

When I approached the support, they told me I better say "Thank you" They let me get the current balance and if I keep asking for my full balance I won't even get that.

When I got the above threat, I decided to first get what I could before I started fighting over the rest, so I did the verification as requested and waited over 4 days to get the approval for my verification so I could get the hell away from there and withdraw my balance.

Before I published this review I even tried to contact the casino and ask them to return my balance so I don't have to publish this review.

Needless to say, I got very generic responses saying that "my withdrawal amount was limited so they had to reduce my winnings".

WHAT?!?

There are so many good online casinos out there

STAY AWAY from Bonanza Game Casino!!

Dear Unknown2233,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account previously verified?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello,

Thanks for your assistance!

I did open a second account, I opened it by mistake from my work email, when I realized it i open a second account with my personal email.

I didn’t deposit or verify the old account.

I have no dispute on the 15x wager because of the violation.

I finished wagering and had won more money, only when I finished they reduced it back to original amount, and Im thinking to my self if it was the other way around and i was done wagering with 50$ instead of 600$ would they update back to 233.08, i guess not… this is stealing!

Thanks again

Another thing.

The Casino did realize what happened and explained it has the following:

Because of your violation, the account withdrawal was limited to 233.08 USD until I finished verifying my account.

There for once I've finished wagering the money they had to reduce it back.

But I'm asking why not just keep it without the option to withdrawal until I finish my verification, anyway I can't withdraw until I've finished with the wagering. so basically they just wanted to steal my money

Thank you very much, Unknown2233, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Unknown2233,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bonanza Game Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bonanza Game Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? What was the activity in another account opened mistakenly, and why should his balance have had to be wagered 15x?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Please note if there was no activity on the second account, and it was not used at all, we do not consider it a justified reason to confiscate any of the player's balance or winnings from the disputed account, especially if the casino required fulfilling unreasonable requirements, which were met.

Thank you in advance for providing the information.

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.

Dear Unknown2233,

I was in contact with the casino representative recently. I asked for more details regarding the other account.

In the meantime, I have a few more questions to clarify the situation.

Can you please confirm the same no-deposit bonus was used in the other linked account?

From the information provided, it is clear that in the email you received on August 26, 2023, from the casino, you were also informed that the maximum cashout after meeting the additional 15x wagering will be 233.08 USD.

We are talking about the same email in which the casino informed you about the penalization of 15x wagering. Is that correct?

If the same no-deposit bonus was used in the other account, it means that the casino's bonus offer was abused, and the terms and conditions were seriously breached. It would mean that your initial winnings could have been confiscated, but the casino decided to leave your disputed account open and provided you with the option to meet the additional wagering and withdraw the initial winnings instead of their confiscation.

Please note that if the casino is able to support these claims with the additional requested data, I am afraid we will not be able to help you resolve your issue.

Dear Unknown2233,

All the facts shared in my previous post were completely supported by relevant evidence provided by the casino.

After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. It is allowed to have only one account per user, as well as to use only 1 (the same) bonus per player/account. Those are industry-standard rules and they are applied in all online casinos. Each player is obliged to read the casino's Terms and Conditions, and those were accepted upon registration. In addition, you were fully informed about the penalization after the casino detected your duplicate account and a violation. Unfortunately, you are not entitled to the disputed winnings. The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thanks also to the Bonanza Game Casino team, for providing information and its external cooperation.

Best regards,

Branislav, Casino.Guru