BonusBlitz Casino - Player faces difficulties withdrawing his bonus winnings.

I used the bonus 501GREAT, which offered a 500% deposit match + 225 free spins on CB3 with only a 3X playthrough. And match like this is almost never offered with such a low playthrough. Despite the fact that it had a $250 max cash out, I thought that I had a pretty good chance of cashing using this bonus. I deposited $55 and started with a $362 balance including my bonus. As I thought I probably would, I had money left when the $995 playthrough hit $0 - $140.34. I immediately went to the cashier to cash out. $140.34 was showing withdrawable in my balance. The playthrough amount was showing $0. So, I requested a Bitcoin payout to my Coinbase wallet address in the amount of $140.34. after waiting forever to chat with support, the support agent told me that the bonus funds are not withdrawable. I explained to the support agent that I played through all bonus funds, read the terms and conditions in minute detail, and that the $140.34 was withdrawable. Asked the support agent to please facilitate having the cashier send my $140.34. The support agent then agreed that my money was withdrawable as you can see in the chat, and said that my friends would be sent shortly. Shortly thereafter I received an email telling me that bonus funds aren't withdrawable. And I explained my case again. The fact that I played through all necessary funds and that only the withdrawable amount was left. So, despite meeting the playthrough amount and following the terms and conditions to a T, they're denying my withdrawal request and refusing to pay me out. Please get them to send my money. Fed up with these thieves.

Dear jeffmrobinson,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?
• Have you redeemed any promotional offers from this casino in the past?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

The only explanation that I received was 'bonus amount is not withdrawable', as seen in the attached withdrawal denial email from the payments department at Bonus Blitz Casino that I have attached. I explained to them that these were funds that were showing 'withdrawable' both on the wallet screen and on the withdrawal screen inside of the casino's cashier page. I also explained that I am not trying to withdraw bonus funds. Only funds that are left after the withdrawal playthrough amount had been met.

Addressing the second question, I'm sure that I have used a deposit match at this casino in the past.

Above and beyond that, the support staff told me that I would receive an email when my payout was processed. So, they led me to believe that I was being paid my winnings.

Try it again tonight to withdraw what is rightfully mine. Still the same ridiculous reason. Even though I played through the amount listed in the terms and conditions, and the fact that these funds are not bonus funds as the now second email states. How you can list them as a safe casino to play at is absolutely mind-boggling to me. Are you doing anything to intervene and get me my money?

Any progress??

Not happy at all with the response I've gotten here. Going to be honest. You list this casino as high on your safety index, they stole my money, and nothing has been done about it. Something's off here.

And you have my problem listed wrong as well. I'm not facing a delay. They said they're not paying me. Despite playing through the amount listed in the terms of conditions. So if I can out withdraw this money after playing through the required amount, this money was never withdrawable to begin with. Their ad is a lie. So, just to clarify, there isn't a delay in me being allowed to make a withdrawal. They are not allowing me to make a withdrawal PERIOD.

*cannot withdraw

Would somebody let me know what's going on????

Hi jeffmrobinson,

No need for daily messages. As mentioned in my initial response, we reserve 7 days to address further comments. The rationale behind this is clearly outlined in my first post. If the response time doesn't suit you, you can either grant us the necessary time, considering we handle over 900 complaints, or I can recommend another forum, as daily interactions won't be achievable.

• Could you please send any supporting evidence that the bonus has been fully wagered? Is it visible in your bonus history or game history? You can forward it to my email address at petronela.k@casino.guru.

In the meantime, I've updated the title and summary of this case; I hope it's ok now.

Since 7 days has passed, I can no longer view my account history. As you can clearly see in these images:

*The $140 is clearly shown as my 'real balance', not my 'bonus balance'. Because the bonus dollars were obviously played through. The play through amount is also clearly listed as $0.00.

*The $140 and change is what is left after the amount was played through according to the terms and conditions clearly listed in the email that I received.

*Here is clear evidence that my transaction history is mysteriously no longer available after 7 days. Except it's not mysterious to me. Very convenient. This casino is stealing from people.

*Here is clear evidence on another page clearly indicating that the $140 and change is withdrawable. If they were bonus funds, they would not be withdrawable. This is online casino gaming 101.

Finally, the pièce de résistance - a screenshot by screenshot record of the interaction where the support employee tells me that I will be paid shortly. I send you screenshots because transcripts are not sent, although requested on every single interaction with support employees. Why do I request them on every interaction? We're dealing with a case right now that is a perfect example.

Bonus Blitz marketing email sent to Jeffmrobinson on 1.2.24 (3x playthrough in T & C)

Bonus Blitz marketing email sent to Jeffmrobinson on 1.10.24 (3x playthrough in T & C)

Well, well. More evidence. Looks like bonus clips is idea of doing a 3x playthrough on 500% bonus wasn't too successful. Not only are they stealing once people actually playthrough the bonus, they have increased the playthrough amount to 10x.

It's been 7 days. Where is the resolution here?



Bonus Blitz marketing mail sent to Jeffmrobinson on 1.2.24 (3x playthrough) - Apologies. This screenshot didn't attach in my last message.

Thank you very much, jeffmrobinson, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

This is a cut and dry case. How long do these things typically take to resolve? I mean are you kidding me right now? Bonus Blitz Casino just needs to pay me the $140 and be done with it! We're now at 10 days on this!

Hello jeffmrobinson,

Upon reviewing your case, I found that you have claimed a sticky bonus. A sticky bonus is a bonus that is deducted from the balance when the player decides to withdraw. (You cannot withdraw the initial value of the bonus)

To withdraw the bonus, your balance must exceed $307. You can cancel the bonus or take your chances, and if you win over $307, you can withdraw it.

This is absolutely terrible. This is the shadiest s**t I have ever heard about. So they send out a marketing email that says three times So they send out a marketing email that says 3x playthrough. In bold letters. But that's a lie, because buried in the ridiculous terms and conditions that no one ever reads, is a loophole that lets them not pay you. So they are enticing people to make deposits with that 3x # that they looks nice & pretty on their email blasts. Almost too good to be true. Because it is too good to be true. They are lying to people. And stealing their money when they actually go to cash out, ultimately referring to some tiny "sticky" rule that I can't even read in your screenshot. I trusted casino guru. No longer. Now I know FOR CERTAIN that you guys are on the take. These people are definitely paying this website to give them a 'HIGH' safety rating. It's laughable. 🤣🤣 Technically, I guess they got me. They stole my money. Lied to me in an email, burying the truth in their their terms and conditions that their scum of the earth lawyers wrote, And they have what I ONCE thought was a reputable casino review website backing them up now. Telling people to deposit their money there because they are safe. 😂🤣☺️🤣😂🤣 You know that what they did to me is wrong. Of course you do. Bet you don't care, because you'll keep collecting those payments from them. If their rating doesn't drop on this website because of this lying, cheating, and stealing that has just gone on, I'm going to blast this out all over social media, other casino review websites, and hell, all over the internet. What a half-ass defense of a loyal patron of this casino. Terrible. Absolutely terrible.

You guys should really be ashamed of yourselves. For real.

🤣😂🤣😂🤣😂🤣😂🤣

In response to your last comment, WHAT IS 'THE BONUS'?

WHAT IS 'IT'?

Your answer is pretty damn vague there, Matej. I want numbers!! Dollar amounts!!

Thanks for responding in a timely fashion. Except the opposite. What do you mean cancel the bonus? What happens when I cancel the bonus? These aren't tough questions.

Hello jeffmrobinson,

I want to emphasize that we have a zero tolerance policy towards abusive language and profanity. Please communicate respectfully.

As members of the casino guru team, we are human and cannot guarantee 24/7 responses, including holidays.

The rules regarding sticky bonuses are quite common, especially in the US. Typically, any bonus over 100% is usually sticky. Our website clearly displays this information in the bonus section, specifically for players who prefer not to read through the terms and conditions:

https://casino.guru/bonusblitz-casino-review#tab=js-tab-bonuses

Sticky bonuses are quite common and I am surprised that you never heared about them, if you do not believe me then use google:

https://www.google.com/search?q=sticky+bonuses&rlz=1C1YTUH_enSK1039SK1039&oq=sticky+bonuses&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIJCAEQABgNGIAEMgkIAhAAGA0YgAQyCQgDEAAYDRiABDIICAQQABgNGB4yCAgFEAAYFhgeMgoIBhAAGA8YFhgeMggIBxAAGBYYHjIKCAgQABgFGA0YHjIKCAkQABgFGA0YHtIBCDMyMTFqMGo3qAIAsAIA&sourceid=chrome&ie=UTF-8#ip=1

And how could you think that a 500% deposit match plus 225 free spins with only 3x wagering is a regular bonus? If any casino offered such a non-sticky bonus, almost every player would win something, which wouldn't make sense.

Of course I've heard of them. They do not list the bonus as sticky in all of their marketing emails. Don't you get it??? That's the problem! All it says is 3x playthrough! Duh! Well, it's too late. This is chump change to me, and it is been so much more effort than I ever cared to exert. I just need they cheated, & erroneously thought you were going to come to my aid on this. So last night I played the $140 that I should have been able to cash. I literally got to $306 on Double Ya Luck! before they altered the reels. I was literally like flipping a switch. I couldn't lose a spin. And I couldn't win as soon as I hit that $306 mark. Coincidence? I think not. So, I guess it's a moot point now. I asked several questions that we're not answered in a timely fashion. So, I'm calling it in a $50 lesson. Coincidence? I think not. Thanks for everything! 😏

*knew they cheated

Dear jeffmrobinson,

If I were to offer you a brand new car for $500, you might not expect it to be the full price, but rather a monthly payment. Similarly, when you receive a bonus, I strongly recommend clicking on the large "Terms" button each time. If you are uncertain, our website provides the most important information about bonuses.

Regarding your belief that they cheated, consider this: Why would the casino risk cheating for a mere $140? It would be far more strategic for them to cheat in one significant instance rather than in numerous smaller cases for $100 each. Furthermore, it's highly improbable for a casino to target only one player. If a casino were to cheat, it would likely be by affecting the Return to Player (RTP) for all players. Even then, this isn't easy if the RTP value has only one setting from the game provider.

I regret to say that it seems no matter what I communicate here, you will maintain your own perspective. I don't wish to waste your time or mine.

Given that I have already explained the details of this case and you have already lost the balance, I will close this case as rejected.

Dear jeffmrobinson,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.