Home Complaints Bonza Spins Casino - Player's withdrawal is delayed due to a long verification process.

Amount: A$50,000

Bonza Spins Casino - Player's withdrawal is delayed due to a long verification process.

0.2/10 Very Bad reputation Submitted: 10 Sep 2019 | Unresolved : 24.10.2019
Our verdict

Justified complaint

UNRESOLVED

Case summary

44 days ago - 24 Oct 2019
The player made a withdrawal request, but it wasn’t successful and her account was closed. The casino requested additional documents for verification. The player finds the process too time-consuming. It seems the player's game history was deleted. The casino stopped responding to this complaint and failed to prove otherwise. We closed it as unresolved.
Written by Peter
Casino Guru admin
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Treena

I made withdrawal and they closed my account str8 awa saying I HAVNT sent all I.d but I have numerous times and keep telling me to login witch I can't cos I'm locked out  and send I'd and MasterCard details thru my account section.ITS BEEN NEARLY TWO WEEKS SINCE THEY SAID THEY AUDITING MY ACC AND HAVE HAD NO ANSWER

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Peter

Dear Treena,

Thank you for contacting Casino Guru and letting us help you with your withdrawal issue. Let me ask you a few questions to fully understand the problem. Did you send clear and readable pictures of all requested documents to the casino? Is it possible that you’ve changed your address or bank in the meantime? Are you the owner of the bank account you used to deposit/withdraw the money? 

It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. If you can only upload the documents using your account, which is blocked, please try to contact the casino and ask them which documents exactly they need and how you can send them. 

 

Best regards,

Peter

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Peter

Hi Treena,

Please, be aware that in case you fail to provide us with specific information in the given time frame, we will reject your complaint.

 

Best regards,

Peter

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Treena

Hello plz help me i have got screenshots where they have changed my game history as i deposited on the 27th august but now only shows games played from the 28th bettn $40 betts but i only deposited $20 so how can i be bettn that much ..simply coz every game playd once deposit was deposited on the 27th has been removed

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Treena
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Treena

See wat happnz wen i type in search for the 27th it brings nothing up till the 28th game plays..y are they allowed ti remove my game play from my account history then claim that i have breachd takeing removeing my winnings $50,000 plus off  me 

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Treena

Peter i have sent all correct id and all needed information atleast 5 times 

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Treena

LONG VERIFICATION PROCESS WICH THEN TURND INTO A BREACH WITH NO EVIDENCE OF BREACH THEN EDITING MY GAMEING HISTORY FROM THE MINUTE MY DEPOSIT WAS ACCEPTED AS I PLAYD STR8 AFTER

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Peter

Hi Treena,

Thank you for the screenshots. I understand what you mean by not being able to bet $40 if you only deposited $20. However, there is no screenshot of the $50000 in winnings. The highest amount on the pictures is $981.67. Do you know what it means? Where it came from?

 

Best regards,

Peter

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Treena

Pretty hard to show u the winnings from account game history when they have removed all game history from my account for the 27th of august but i do have screenshots of wins i had

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Treena
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Peter

Hi Treena, 

Thank you for the additional screnshots. I contacted the casino and now we will wait for a reply.

 

Best regards,

Peter

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Peter

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’.

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Treena

Is that it unresolved??? U gotta b kidding me ... then wat steps can I take ???? I won over 100k withdrew $50k I've provided screenshots of proof also screenshots proving the casino has edited ,changed and deleted information in my acc history to there benefit not knowing I have screenshots ....I am a single mother of 4 boys who joined a casino agreeing to the terms and conditions and played to those terms to then b cheated of my winnings and refusing to pay out with 1st excuse - claiming I havnt sent required identification and other requirements for money to be payd to me and emails me saying the winnings have been transferd back in to my account  but I logged in and it wasn't showing in my account.

THEN THEY REALIZED I HAD SENT ALL REQUIRED PERSONNAL INFORMATION SO THEN MY ACCOUNT WAZ CLOSED AND I WAZ LOCKED OUT 

2nd excuse - they now believe it could b   possible i have breached 

 

AND THAT WAZ IT MY WINNINGS HASNT BEEN PAYED TO ME NOR IN MY ACCOUNT AND HAS BEEN DELETED DUE TO A BREACH???? WICH THEY WILL NOT TELL ME HOW OR SHOW ME WEN OR PROVIDE ANY DETAIL OR EVIDENCE OF THERE BREACH CLAIM ( ALSO HAVE REMOVED DELETED ALL HISTORY OF MY GAMEPLAY FROM THE MINUTE MY DEPOSIT WAS RECIEVED BY THEM VIA MY BANKCARD FOR THE 27TH OF AUGUST  ......

...THIS IS WRONG AND OBVIOUSLY THEY ARE BEING DODGY AND NO THEY ARE IN THE WRONG HENCE Y THEY NEVA CONTACTED YOU CASINO GURU BACK IN THE FIRST SET OF SEVEN DAYS SO SURELY THERE MUST B A WAY TO HAVE PLACES LIKE THIS PAY WAT IS OWED WEN EVIDENCE AND ALL THE PROOF IS PROVIDED ...BONZASPINS CASINO IS ALSO KNOWN AS WAGERBEAT CASINO AND ALLSPINSWIN CASINO , ROO CASINO,SPINS MILLION,POKIESPIN CASINO AND WAGERBEAT CASINO.. ALL CASINOS ARE 1 SO ALL SHOULD HAVE THERE RATEINGS CHANGED TO ONE RATEING !!! 5.8

 

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Peter

Hi Treena,

Thank you for you reply. Please keep in mind we are not a gaming authority and we do not grant licenses to the casinos. This means our competences are limited. However, yesterday I chatted to a different casino rep and they promised to look into the matter. 

 

Best regards,

Peter

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Casino Representative

Hello, 

 

We have reviewed the account and we were able to verify that on the 27th of August, the customer has claimed a deposit bonus (set of free spins) which generated winnings of $54.18; therefore, the maximum bet allowed should not exceed $8 while playing with an active bonus balance. This is in accordance to clause 13 under the General Bonus-related Rules: https://www.bonzaspins.com/en/terms-and-conditions.

 

Our Audit team found numerous bets of $9 and $10.50 while the bonus was active, which clearly breached our Bonus Terms & Conditions.

 

For reference, please see below the exact clause which was breached by the customer: 

 

13. 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, 8AUD, 8CAD, 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.

 

Since the breach took place before the wagering target was met, the winnings have been deemed null and the customer's $20 deposit has been returned to his balance. 

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Treena

WAT A LOAD OF CRAP .... I DIDNT BET BIG TILL AFTER BONUS MONEY PLAYTHRU WAS COMPLETE....  I DNT UNDASTAND HOW IT WAZ A ISSUE WITH MY IDENTIFICATION ,MASTERCARD SCREENSHOTS ETC TO THEN EMAIL ME SAYN THE WINNINGS HAVE BEEN TRANSFERRD BAK INTO MY ACC DUE TO SUPPOSEDLY NOT RECIEVED ALL MY PERSONNAL INFO TO PROCESS...BUT NEVA ACTUALLY TRANSFERD IT BAK INTO CASINO ACC....  MY ACC WAZ CLOSED AND I WAZ LOCKED OUT TIL NOTIFIED DAYZ LATER ACC IS UNLOCKED AND ALL HISTORY FOR THE 27TH GAMEING I PLAYED HAS BEEN REMOVED AS IVE SHOWN IN SCREENSHOTS IVE PROVIDED ABOVE WHERE I TYPED IN 27AUG GAME HISTORY AND THERES NOTHN SHOWING FOR THAT DATE AND STARTS WITH $40 BETTS DATED THE 28TH.... YOUS ARE AND HAVE BEEN REAL DODGY VERY RUDE TO ME DISRESPECTFUL AND THERE MUS B SUM LAW STATEING YOUS AS THE MANAGEMENT SHOULD NEVA B ALLOWED TO REMOVE OR ALTER A MEMBER OF UR ESTABLISHMENTS ACCOUNTS PROFILE ,GAME HISTORY OR ANY PERSONAL DETAILS AS YAS HAVE WITH ME.....REMOVEING MY  27TH AUG GAME HISTORY AND EDITING OTHER AREAS IN MY ACC IS ONLY TO COVER UP I WON FAIRLY AND TO TWIST TO UR ADVANTAGE....IVE GOT MORE SCREENSHOTS OF NOTICESBLE EDITING CHANGES AND REMOVEING DELETING  TO MY GAME  , BONUS AND DEPOSIT HISTORY...FROM AUG27 TILL TODAY 17TH OCTOBER IS A LONGTIME TO FINALLY SPEAKUP AND EXPLAIN REASON NOT TO PAY MY WINNINGS AND LIKE I SAID A MONTH AGO IF IVE BREACHED SHOW ME WHERE I BREACHED ETC    BUT YOUS NEVA REPLIED SO NOW I ASKN AGAIN SHOW THESE BREACHES YAS SPEAK OF THAT I DID ON THE 27TH?????!!!!!  YAS FUKN CANT PROVE OR SHOW BREACHES COZ ALL GAME HISTORY AND EVENTS FOR THAT DAY BONZA MANAGEMENT HAD REMOVED ...BIT WEIRD IF ALL A SUDDEN THERES A HISTORY NOW IN MY ACC FOR THAT DAY  ....ALTER MUCH ????

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Peter

We would like to ask the casino to provide relevant evidence to support the claim that the player broke the Bonus T&Cs.

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Treena

HOW IS THAT POSSIBLE THEY REMOVED MY GAME PLAY HISTORY FOR THAT DAY 27AUG.... THERE STILL NO HISTORY FOR THAT DAY .I JUS CHECKED

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Treena
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I typed in 27th and still comes up with no history till the 28th bETTING $40  A SPIN

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Treena

THIS IS JUS A WASTE OF TIME ...  27TH AUG I WITHDREW THIS MONEY THINKN  ALL SORTS OF SHIT IVE NEVA THORT OF ,CONSTANTLY DREAMING OF WAT I WILL DO WITH THE MONEY THAT WAZ GOIN TO DRAMATICLY CHANGE MY LIFE OF DAY BY DAY STRUGGLING TO SUPPORT ME AND MY 4 SONS AS I AM ON SINGLE PARENT PENSION ..2 AND HALF MONTHS LATER HAVNT  BEEN PAYED OUT  FIRST TOLD DUE TO ID  DOCUMENTS WICH QUIKLY CHANGED TO A BREACH IN TERMS SAYING I BET MORE THAN ALLOWED TO DURING DEPOSIT BONUS PLAYTHROUGH AND IMMEDIATELY THEY REMOVED THE GAMEING HISTORY WICH SHOWS THE BETTS AND GAMES PLAYD ETC..... ALSO ON TOP OF THAT I HAVE SCREENSHOTS SHOWING THE REMOVAL OF GAME HISTORY DAY 27TH/AUG AND ALSO HAVE SCREENSHOTS OF GAMEING B4 THEY REMOVED IT ..SCREENSHOTS OF OTHA HISTORY DETAILS REMOVED AND EDITED SO B4 AND NOW SCREENSHOTS.... WICH MY FRIEND MADE ME AND INSISTED SCREENSHOT EVERYTHING WINS HISTORY BONUSES,GAME PLAY ETC AND EVEN EMAILS OR CHATS WITH CASINOS AS SHE WAS DENIED ONCE OF HER WINNINGS ... ITS FUKTUP HOW THIS PROCEDURE SEEMS TO JUS GO ON AND REALLY NOT GAURAUNTEED OR EVEN ASSURED SOMETHING CAN B DONE ABOUT IT EVEN IF HAVE PROOF ETC NOW JUS ALONE HAVN SCREENSHOTS OF THE REMOVAL OF THE GAME HISTORY FOR THE 27TH AUG THE DAY I DEPOSITED AND WON  MOST OF WINNINGS SHOULD BE ENOUGH TO SHOW IF THERES A BREACH THEN WHY REMOVE HISTORY OFF MY ACC AND SURELY THAT SHOULD B  A LEGAL MATTER REMOVEING AND EDITING PERSONNAL INFORMATION OF SUMONES ACCOUNT NOT 2 MENTION ON HERE CASINO GURU IT TOOK OVER 2WEEKS FOR BONZA TO RESPOND ON HERE AND NEARLY ANOTHA 2WEEKS STIL COUNTING FOR THEM TO RESPOND AGAIN ...... CAN ANYONE HELP ME AND TELL ME IS THERE A UNFAIR OR ONLINE GAMEING DEPARTMENT I COULD MAKE A CLAIM TO  ?? I HAVE EXPLAIND MY BONZA EVENT TO CASINO GURU AND POSTED SCREENSHOTS LIKE HAVE HERE TO A FEW MORE CASINO FORUMS GETTING GOOD RESPONSES AND HAVE SENT THE GAME SOFTWARE PROVIDERS THAT I WON BIG WINS PLAYING THERE GAMES AT BONZA EMAILS OF SCREENSHOTS ETC BUT IF I MISSING ANYTHING OR  IF SUMONE CAN HELP ME MY EMAIL IS TREENA.CAELAN@GMAIL.COM

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Treena

Wow how suprising they havnt replied or shown there proof to there claim I breached.... should b a legal matter tampering with evidence and editing or deleting any of my account history

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Peter

 

Hi Treena,

Thank you for your replies. I really understand your frustration. If your game history was deleted and you have no access to it, the casino should provide evidence to support its claims. I tried to discuss the issue with the casino but it seems the casino rep lost their interest in resolving the complaints. Since there is no gaming authority to regulate the casino‘s online gambling services to turn to, there is not much we can do. We can only display the complaint on the casino’s review page and close it as unresolved. I understand this isn‘t a satisfactory solution and you would prefer your winnings. However, it will negatively influence the rating of the Bonza Spins Casino and all the sister casinos which could eventually lead to changing their approach. I’m really sorry I couldn‘t be of more help. 

Best regards,

Peter