Bonanzino Casino - Player's withdrawal request is delayed.

I currently have a balance of $5,117 on this casino site, but it has been several days since I made a withdrawal request, and the funds have not yet arrived in my account.

The issue is that there has been no action taken in response to my inquiry. The live chat is always unavailable, and although I received one email response, I have not heard back regarding my subsequent inquiries.

I would appreciate it if you could do something to get in touch with me.

Dear kassan7,

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 made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please provide a screenshot of the withdrawal request as it appears in your player account with the status visible?
• Have you contacted casino support and requested assistance? With what result?
• Share 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

-Have you ever successfully withdrawn money from a casino?

I was able to successfully withdraw $888 once.

· Can you confirm that you have passed KYC verification?

I submitted the KYC, but I don't think I received an email informing me that I had passed.

-Did you use the bonus to save your winnings?

Yes. I used the bonus and won. However, I did not violate the terms of use.

The casino has not sent any such email.

- Can you provide us with a screenshot of the withdrawal request with its status displayed in your player account?

Just sent it.

Have you contacted the casino support for assistance? What was the outcome?

I tried contacting them multiple times via live chat but only got a response once.

Please share your screenshot here or send the info to my email address.

If necessary, we will send you evidence of any attempted contact by email, live chat contact details, and withdrawal request page.

What I am concerned about is that this casino site is completely ignoring all communication.

I fully understand your frustration, kassan7. However, I will set the timer for an additional 2 days to allow the casino two full weeks to process the payment. If there’s no development by Sunday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

got it

I'll wait until Sunday

As of now, no payment has been made and no email has been sent.

This site has Casino Guru on its homepage, so could you please get in touch?

Thank you very much, kassan7, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Hello kassan7,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Bonanzino Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Isn't it unusual for there to be no communication at all?

Even when I contact support, all messages from CasinoGuru are ignored, right?

The homepage of this casino site features Casino Guru.

When I contact support without logging in there is no response, so maybe the operators of this casino site have disappeared?

It doesn't seem like they're intentionally not contacting me alone.

Is this a site that doesn't offer support and just provides a deposit window?

Dear kassan7,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its 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 could 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. 

I am sorry we could not be of more help on this occasion.

Best regards,

Romi