BonusBlitz Casino - Player believes that their withdrawal has been delayed.

I've requested payment by and it said it was successful but waiting on them to review it. Customer support says they don't have access to Withdrawal $

Dear tylohrmeyer,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I got an email saying my payment is denied because I played tri card poker after I finished all the require of the coupon and was no longer playing with it. I requested a withdrawal amd played poker a week after waiting

Thank you very much, tylohrmeyer, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 tylohrmeyer,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BonusBlitz Casino to join the conversation and participate in the resolution of this complaint.

Dear BonusBlitz Casino,

Can you please provide further information regarding the player's use of restricted games?

Kind regards,

Adam

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 tylohrmeyer,

I have made contact with the casino via e-mail and I am currently awaiting further reply. Can I ask if there have been any further developments with your withdrawal?

Kind regards,

Adam

Hello Adam and Player.

I'd like to wish you all a great day.

The player's account and payment request have been reviewed in detail and the results of the review show that the Terms & Conditions of BonusBlitz have been administered in accordance with the displayed Terms on the official website of the Casino.

Namely, the player was in violation of the term 7.a.g. which states the following:

"The terms of the promotion are still in effect after all prizes have been withdrawn. Subsequent deposits, wagering requirements being satisfied, withdrawals, or balances falling below $1 won't have an impact on this rule."

Given that the player was still under the terms of the promotion, Tri - Card poker is still considered a restricted game even though the playthrough requirements were met.

https://bonusblitz.com/terms?class=blitz100

Due to the violation made, the player's winnings were removed.

Hopefully, the explanation provided is sufficient for the resolution of the grievance.

Best Regards,

BonusBlitz Management

Hello BonusBlitz Casino,

Thank you for the explanation. However, I am not sure I understand completely.

You have quoted this rule:

"The terms of the promotion are still in effect after all prizes have been withdrawn. Subsequent deposits, wagering requirements being satisfied, withdrawals, or balances falling below $1 won't have an impact on this rule."

With regards to restricted games when using a bonus, we are of the opinion that this rule should be enforced by the software wherever possible, restricting access to the games so that they cannot be played until allowed.

Usually, we find it is the fairest approach for a bonus to end once the wagering requirements have been completed or the bonus has been lost. However, according to the rule above, it is not clear how the bonus comes to an end, and seems that the rules of the bonus could be applied indefinitely to any further play.

Can you please clarify what must be done in order to finish the bonus and remove the bonus restrictions?

Kind regards,

Adam

Dear tylohrmeyer,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask BonusBlitz Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Thank you for the help with this issue. This is my first experience with this casino and my last. Everytime I contact customer support they give me the vaguest response or just end the chat

Dear tylohrmeyer,

Unfortunately, there has still been no further response from the casino. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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,

Adam

This complaint has been reopened at the request of the casino.

We received the following response via e-mail:

Hi Adam,

Hi Tyler,

Hope that you are well and safe.

First of all, I would like to apologize for not responding! I'm truly sorry for the delay and inconvenience caused.

The terms of the promotion are in full effect after the player finishes wagering with the coupon that is in use. This means that after your wagering is finished, you are not allowed to play different games. The player is receiving a note that the playthrough has been met and the player can always check from his front end how much playthrough is finished.

In this case, after the wagering was finished, the player then started playing different games, but the terms of the promotion were still in effect. The player used our welcome bonus chip and played Tri-Card Poker which is a restricted game with the coupon. Our payment team has voided the winnings and notified the player about everything through an email and explained in detail what happened.

Once again, I'm really sorry for the delay.

Thank you very much for your understanding and patience!

Kind Regards,

BonusBlitz Management

Thank you for the response, BonusBlitz Casino.

As mentioned in a previous post, we believe it is best if restricted games are made inaccessible by the casino software while the bonus is active, can you confirm if this is the case at BonusBlitz?

If they are not, we still think that the bonus restrictions should be lifted once the player has completed the wagering requirements.

Even when the restrictions apply after the wagering is completed, it should at the very least be clear to the player when the restrictions will no longer apply.

All I could find in the terms and conditions was this term:

"The terms of the promotion are still in effect after all prizes have been withdrawn. Subsequent deposits, wagering requirements being satisfied, withdrawals, or balances falling below $1 won't have an impact on this rule."

The way that this is written suggests that the restrictions will apply indefinitely and that no action (such as a withdrawal or a deposit) will change that.

Please clarify at what point the bonus restrictions cease to be applied, and how the player is made aware of those conditions.

Kind regards,

Adam

Hello Adam,

Hope that you are well.

Thank you for your response.

Please, let me try to explain it a bit better. The player used a Standard Welcome Bonus which was chip $100. The terms of that promotion are:

$100 FREE CHIP

Wagering: 20x

Max cashout: $50

No max bet per hand

Max bonus amount: $100

Allowed games: All except Live Dealer, Bonus Restricted games and Progressive Slots

Redeemable 1x per player

Once the players finishes his wagering, the system automatically removes the coupon from his account, and the player is notified that the playthrough is finished. The player is not supposed to continue playing as he is aware of the Terms and that the max cash out from the promotion is $50. The player could withdraw his money, and after that to make a deposit and play with his clean deposit where there are no rules except for 1x wagering. Please, note that everything has been done accordingly to the Terms & Conditions. The player accepts them upon registration and is supposed to read them before playing. Also, we have credited the player with 4 free spins promotion after this and unfortunately, the player wasn't lucky. I hope that this helps.

Please, let me know if any additional information is required so that I can provide you with and thank you very much for your understanding and patience!

Kind Regards,

BonusBlitz Management

Hello BonusBlitz Casino,

Thank you for explaining further, however it is still not clear to me where it is stated that the player must make a withdrawal before being able to play further, especially as the term mentioned above states that withdrawals will not cause the restrictions to be removed. It is very confusing.

You also mentioned that the max cash out from the promotion is $50, and once the player finishes his wagering, the system automatically removes the coupon from his account, and the player is notified that the playthrough is finished. Could you please clarify at this point if the balance is reduced to the max cashout amount? And is the balance displayed in the player's account as a bonus balance, or as a real money balance after they have been notified that the wagering has been completed?

Kind regards,

Adam

Hello Adam,

I hope that you are well.

Thank you for replying.

In our official Terms & Conditions, it is stated that a player is only allowed to make a new action once the playable balance on the account is under $1.00.

https://bonusblitz.com/terms-and-conditions

7 TERMS THAT APPLY TO BONUSES AND PROMOTIONS

7.1. Rules for General Bonuses and Promotions

l. The Player should also be aware that their account balance must be lower than $/€/AUD 1 and that they must play through any bonuses, free promotions, or deposits they have already made.

When this requirement is met, the player is able to claim a new bonus, make a deposit or claim a deposit boost and the terms of the newly made action will step into effect.

If there are no new deposit (bonus redemption) actions between the moment of meeting the wagering requirements and a withdrawal request, any action made by the player is considered to be related to the last active bonus or deposit.

I hope that this is understandable to you. If any additional information is needed, please let me know!

Regards,

BonusBlitz Management

Hello BonusBlitz Casino,

Thank you again for further clarification. However, the term you are now referring to directly contradicts the first term you stated:

" The Player should also be aware that their account balance must be lower than $/€/AUD 1 and that they must play through any bonuses, free promotions, or deposits they have already made."

"The terms of the promotion are still in effect after all prizes have been withdrawn. Subsequent deposits, wagering requirements being satisfied, withdrawals, or balances falling below $1 won't have an impact on this rule."

It is very easy to see that a player could be confused by these rules. As mentioned, we believe that a bonus and its restrictions should be considered finished as soon as the wagering requirement has been completed.

As the player has completed the wagering requirements of the bonus and adhered to all of the rules while doing so, we do not consider it fair to confiscate the winnings for later playing different games and believe that the player should receive their winnings.

Kind regards,

Adam

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.

Hello Adam,

Hope that you are well and safe.

As mentioned the player in one of the previous responses, we have to follow these rules as we are the ones representing them. We always advise players to fully read them and you cannot make an account without accepting the same. We understand that this may be confusing, but please note that our support services are there 24/7 to provide players as best support as they can.

However, I have checked on the player's gameplay while the player was under the wagering and the moment it was finished, and his gameplay was good. The player made violations after the wagering was finished, so we will make an exception in this case and credit back to player $50 which is the maximum cash out. To make everything clear, please note that the player can only request a payout from it. He is not allowed to play with his balance as that is the maximum that can be withdrawn from the promotion he used.

First of all, the player will be requested to verify his account and to make a verification deposit as well. Please, note that the verification deposit does not need to be wagered and the player can withdraw his verification deposit back with his winnings. For any further information he can contact us through an email address at support@bonusblitz.com.

Hope this helps and I appreciate your understanding and patience!

Kind Regards,

BonusBlitz Management

Thank you for your response and for further clarification, Bonusblitz Casino.

Dear tylohrmeyer,

Please respond to the casino's post and confirm if this is acceptable to you as a resolution to the matter.

Kind regards,

Adam

Dear tylohrmeyer,

Please respond and confirm if you now consider the matter to be resolved. I will extend the timer for 7 days, if we do not hear from you within that timeframe the complaint will be rejected.

Kind regards,

Adam

Dear tylohrmeyer,

It seems that the matter may have been resolved, but without confirmation from you the complaint will now be rejected as mentioned.

Kind regards,

Adam

This complaint has been reopened at the request of the player.

We received the following update from the player via e-mail:

" I'm currently waiting for them to approve my kyc documents. They asked I make an initial deposit so I will do so when my account gets verified and I will update you guys with a response as soon everything goes through. Thank you guys for the help I really appreciate it"

Dear tylohrmeyer,

Please do continue to keep us updated, and we will then close the case as "resolved".

Kind regards,

Adam

After all this time, they finally sent my payment to me. The withdrawal only took a few minutes and besides a little hassle jumping through the hoop. They paid out so I'll actually play with this casino again

Thank you Casino guru for all your help. I wouldnt have got all this taken care of without you guys

Hello tylohrmeyer,

I am glad to hear that you have received your payment and the matter is now resolved. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam