Bonanzino Casino - Player faces delayed withdrawals.

I have applied for several withdrawals from this casino,

Three weeks have passed and the withdrawal has not been completed.

When I contacted support, all I got was a canned message that high withdrawals would be delayed and that I would have to contact the finance department.

Hello andandjonnyx,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It is not known when it was certified.

It is unknown if winnings are bonuses as this casino is a mixture of real money and bonuses.

Thank you andandjonnyx for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello andandjonnyx,

It's Michal again 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 Bonanzino Casino to join the conversation.

Dear Bonanzino Casino,  

I would appreciate it if you could provide clarification regarding the delay in processing the player's withdrawal, especially considering the considerable amount of time that has elapsed.

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.

Hi andandjonnyx

I wanted to inform you that Michal, your assigned resolver, is currently on vacation. To ensure your case is handled with the utmost care and expertise, I have extended the timeline by an additional 7 days. Michal has the most thorough understanding of your situation and direct communication with the casino, making it important for him to continue managing your case upon his return.

Your patience and understanding are greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Dear andandjonnyx,  

I would like to offer you a brief update. I have successfully contacted the casino representative, who has indicated that your case has been escalated to management. I anticipate receiving further details soon. I recognise the delay in processing your withdrawal, but at this point, I have only received minimal information. I remain hopeful that I will be able to convey some positive news in the near future.

Dear andandjonnyx,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What do you want me to say?

As far as the text is concerned, I should be able to wait for the casino's answer.

Dear andandjonnyx,

Has the casino team reached out to you by any chance?

No

Dear andandjonnyx,  

I will contact the casino representative again in hopes of advancing this matter. If I do not receive a satisfactory response within a reasonable timeframe, I will have no choice but to consider this complaint unresolved. Given the time that has passed and the lack of progress, it appears there may be an intentional delay on the part of the casino, which is a situation we cannot condone.

Dear Bonanzino Casino,

As mentioned above, I have reached out to you once more. Considering the elapsed time and the absence of any progress, your approach is starting to show signs of an intentional stalling on your part, which is a practice we cannot agree with. If I don't receive a satisfactory response within a reasonable timeframe I will be forced to close this complaint as unresolved, which will have a negative effect on your safety index rating.

We would like to ask the casino to reply to this complaint. We are extending the timer by 3 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 andandjonnyx,

I have made several attempts to reach out to the casino representative, but unfortunately, I have not received any response. I’m afraid there is not much that can be achieved without cooperation from their side. 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 react, we will reopen the complaint, and you will be notified by email. If you want to pursue your case further you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru