The player from New York faced issues with a casino after clearing a welcome bonus, as his funds remained in the bonus section and could not be withdrawn. After attempting to resolve the issue, he accidentally deleted all his funds and did not receive a response from customer support for several days despite multiple attempts. He requested the crediting of $911 to his account for withdrawal. Later the player confirmed the issue was resolved, therefore we closed the complaint accordingly. The casino asked us to clarify the various factors meant that identifying the funds owed to the player and then reinstating them in a satisfactory fashion was complicated and so took a little more time to resolve.
Bonanzino Casino - Player's funds have been confiscated after cancelling the bonus.
Amount: $910
Bonanzino 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.
4.4
Bonanzino Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
I bagan playing at this casino about 7 days ago and took advantage of the first welcome bonus that included a match and free spins. I played the money up to around $1400.00 and then spent around $400 trying to clear the bonus stipulation of 40 times. I cleared the bonus however the money didn’t switch over from the bonus section to the cash section so I could withdraw. I attempted to contact their customer service using the website button and received no reply. I wasn’t sure what to do and so hit the cancel bonus button hoping this would resolve the issue. Instead, it deleted all of the funds from my account. I again reached out to the company using their customer service icon and received a response about 12 hours later indicating that this is a technical issue and the tech team would be working on it. Since then, 3 days have passed and I have reached out to their support 10+ times with not a single response. I am asking when I will be credited the $911 so I can withdraw. I have played at multiple online casinos and have never had anything like this happen before. Please help me resolve this issue.
Thanks,
Michael
Public
Public
3 months ago
Dear 2drmyszhxf,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bonanzino Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you recorded the winnings you achieved after the wagering of the bonus was complete?
- Could you please share the communication between you and casino support in which they acknowledge the mistake?
- You can share any additional supporting evidence in the form of screenshots 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
Public
Public
3 months ago
Dear 2drmyszhxf,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
