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

I won a bit then lost 95%. Then won more. 
when I first deposited I asked them to take my bonus off cause I didn’t mean to put it there. They refused. I then asked them after a $10 bonus was awarded to my account to take this off because I want to withdraw my winnings. That time they were able to take the bonus and wager requirements off my account. 
 

they refused to tell me who the licence was though  They supposedly audited my account after 7 days pending withdrawal and constant contact they voided my withdrawal and took every cent of my winnings because they are claiming I breached bonus T&C

Dear Courtney,

Thanks for submitting your complaint and I’m so sorry about your unpleasant situation. Could you please answer a few questions so that I can fully understand what the issue is? First, did you successfully pass the KYC (verification) process in this casino? Secondly, could please specify which bonus you played with? And did you finish wagering with this bonus?

Also could you please forward any relevant communication between you and the casino, especially with them refusing to remove your bonus, to satrio.y@casino.guru? Thanks so much in advance for your reply.

Best regards, 

Satrio

Yes I had been successfully verified all my documents had been accepted. The bonus was a 100% deposit match so I deposited $30 and they gave me $30 bonus money. messaged them straight away because I didnt want the bonus due to wagering requirements they always seem to find a way to get ya. (I have successfully had bonuses taken off on other casinos they just took the bonus amount off and I carried on playing without my wager and only my cash balance) they refused to do so, I then asked them what my maximum bet was whilst I’m on the wager and he told me with my $30 my maximum bet was $6 so I made sure I never went any higher than this ampunt. Unfortunately because I never  thought this was going to happen I never got screenshots of this particular conversation. But when i Started getting a bit iffy due to the length of time they were taking to do anything I started screen shotting the conversations and emails I have had with them.

WAGERING REQUIREMENT WAS WELL AND TRUELY MET BUY THIS STAGE. 

I first withdrew $1800 from memory and the verification was taking aged so I played it down to about $5 and suddenly I staarted winning again and got it up to about $7800 but withdrew it at $5800. i recieved an email stating all my verification was approved I was just waiting for the withdrawal to be approved by the audit team. 

 I also asked them via chat who they were licensed through And the told me they were unable to disclose this information and that’s when I started really looking into it Gav’s use they can’t not tell me who they are licensed through. That’s when I found you guys and found out exactly what I hoped wasn’t true. 
 

I can’t upload any more photos in this comment but I have my full history screen shotted and saved as a PDF file on my iPad.  

my problem is how can they justify being able to take my winnings when I played a game that apparently was prohibited whilst on a wager. Yet it didn’t use a single cent of my bonus money nor did it contribute to the wagering percentage. Not only that these games I played were literally the first 3 games I played. When I met my wager requirements I withdrew then cancelled it I lost just about all my winnings then got back up again. 

i mean if they were to be fair i would have accepted them taking the funds one on specified games but as I said I then lost majority of said funds and stared just about from scratch and then withdrew so if you think about it I’d already lost everything they could potentially have taken to be fair and then I "started again" so I don’t think they had any right to take any of the money I won. 
 

the reason I am so upset by these fund being void is because I’m a single mother with 2 kids ages 2 and 3yrs old. My mother has been diagnosed with aggressive incurable stage 4 metastatic cancer I’m in QLD australia and she lives in VIC australia, I’ve recently been kicked out of my private rental house and don’t even have money to secure a bond to get a roof over our head.  Those winnings came at the most perfect time as my mum has very limited time left and due to my lack of funding I am struggling to afford flights to be able to see her and say goodbye and time isn’t of the essence right now. Those winnings were going straight to flights and to get my car on the road And to get a secure and permanent home for myself and children. I’m at my lowest point and that literally would have helped me in ways nobody could ever imagine. That’s what irritates me most about them doing this. I thought I could see the light at the end of this tunnel but now I’m not sure I’ll ever see it. 

Dear Courtney,

Apologies for the delay. I have contacted the casino representative regarding your issue. And hopefully, they will get back to us soon with a relevant explanation.

Regards,

We would like to ask the Bonza Spins 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’.

So if being unresolved what happens nothing and I still miss out on my winnings. 

Dear Courtney,

The casino is being unresponsive to our queries and unfortunately, we are forced to mark the complaint as ‘unresolved’.

I am very sorry that I could not help much. We hope that they care about their online reputation and will try hard to resolve your case in a fair manner.

Best Regards,