The player from Spain had been waiting for withdrawals since December 15, 2024, after initially experiencing quick payouts. For the past month and a half, communication through chat had only provided vague responses about delays, and they had not been receiving replies lately. The player's account had been verified since September 2024, and he had accumulated winnings with real money. The casino had since closed, leaving users without access to their accounts or funds. Despite efforts to contact the casino, no response had been received, leading the Complaints Team to mark the complaint as "unresolved" while recommending the player reach out to the Anjouan Gaming Authority for further assistance.
Bonanzino Casino - Player's withdrawals are delayed.
Black points: 88
Amount: €300
Bonanzino Casino
Safety Index:Very 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.
3.3
Bonanzino Casino has a Safety Index of 3.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
I have been waiting for withdrawals since 12/15/24. The experience was pretty good, the first withdrawals were fast but these ones I requested have been going on for a month and a half now. They only have a chat to communicate and in it they only respond that the finance team is working on the requests, which are a bit delayed.
They don't even answer the chat lately. Can anyone help me with withdrawals?
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1 month ago
Hello jonymainente,
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
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1 month ago
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Hello, my account has been active and verified since September 2024.
I accumulated the winnings with real money and the last time they answered from the casino was on 01/31 and they told me that the request was being reviewed, like every time I contacted them since 12/15. They no longer respond to the chat and the contact form and email do not respond either.
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1 month ago
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The casino no longer even allows you to enter the page to see the account.
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1 month ago
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The casino has been a total scammer. The page has disappeared.
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1 month ago
Thank you jonymainente for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Translation
Thank you very much. We hope to have a solution to this theft committed by that company.
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1 month ago
Dear jonymainente,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bonanzino Casino representative to join this conversation.
Dear Bonanzino Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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1 month ago
Translation
I am delighted that you are encouraged to come in to provide a solution. Thank you.
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1 month 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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1 month ago
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The casino has already closed, leaving users' money behind. The negative rating does not affect it at all, since it has been a scammer with users, leaving users' profits behind. It will serve as medicine for those scammers.
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3 weeks ago
Dear jonymainente,
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 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Mirka
