The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was addressed by advising the player that withdrawals might take time due to processing delays or KYC verification. The player ultimately canceled the withdrawal and continued playing, resulting in the loss of the funds. The complaint was rejected as there was no further assistance possible after the funds were returned to the casino balance.
Bonanza City Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: €1,000
Bonanza City Casino
Safety Index:Fresh casinoCase summary
Discussion
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5 months ago
Translation
Hello, I'm contacting you because I need your kind, always available, and as always professional assistance. I'm personally registered with about fifteen DAMA NV online casinos, including this Bonanza City casino. Before making a withdrawal, I verified my gaming account and waited for the email (see attachment) confirming that my account was fully and correctly verified. However, after a while, I made an initial deposit of €50 and received a 100% bonus. So, I had €100 in my balance (€50 real money and €50 bonus). I wagered this €100, respecting the bonus conditions—that is, a maximum bet of €5 on the slot machine I played—and I wagered this €100 for €2,500. In fact, I occasionally checked the active promotion page to see if I'd wagered this €2,500, fulfilling the bonus requirements. I was lucky enough to win €2,400. I've currently withdrawn €1,000. I hope everything goes well. I'll keep you updated.
Automatic translation:
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5 months ago
Dear player,
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 the 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
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5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
TranslationThanks for the support anyway. This time I didn't have the patience and cancelled the withdrawal. I played through that 1000. Thanks anyway.
Automatic translation:
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5 months ago
Dear player, I’m truly sorry to hear that you ended up losing your withdrawal amount.
However, please understand that once the funds are returned to your casino balance and you choose to continue playing, the outcome is entirely in the hands of the player. As a result, since the amount was lost through gameplay, there is unfortunately nothing more we can do to recover the funds.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
