Bonza Spins Casino - Player’s winnings have been cancelled.

Refuse to pay out because I exceeded maximum bidding amount by $2.00 per spin. I'm a new player and I've since found out that new members aren't supposed to be accepted as of 7th January 2021. So how did that happen? I'm a foster parent and this payout was going to benefit those in my care. Leaves a bitter taste. Going to take it to media. Just glorified scammers. 0/100. Poor score.

Dear Mya,

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. Could you please advise if you have accumulated your winnings with or without an active bonus? You can forward its name or a specific link when replying. Where did you learn that new players shouldn’t be accepted from the 7th of February?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

According to bonza spins it was played with their bound money but I was right down to nearly nothing and then started winning a little then more so I changed my bet I have all correspondence and according to there rule 13 I do not get my winnings. The thing is as I have explained to them I am a foster mum and have been for 8 years they are depriving my kids as it was one of my daughter's who said have fun mum. As I don't go out much. We have had 29 foster children go through our doors. All would have received some of the winnings.

Thank you, Mya, for your reply. I carefully checked the Bonus Terms on the website, and this is what I found https://www.bonzaspins.com/en/terms-and-conditions:

„Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Mya,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.