The player from Nebraska had requested a withdrawal nearly two months prior, during which he had been informed that the process would take 3 days. At that time, the player faced a significant delay, as it had nearly been 2 months without resolution. After reviewing the case, it was discovered that the casino was classified as a social casino, which meant that the team did not engage in resolving disputes involving such casinos. The player had been informed of this policy, and while the situation was frustrating, future assistance might have been available if the policy changed. Eventually, we reopened the complaint, but the player confirmed that the issue was resolved in the meantime, therefore, the complaint was marked as 'resolved' in the system.
Mega Bonanza Casino - Player's withdrawal is delayed.
Case closed
Amount: $75
Mega Bonanza Casino
Safety Index:Below averageCase summary
Dear jasonmaybee77,
Thank you very much for submitting your complaint. I’m sorry to hear about the delay you’ve experienced—waiting almost two months when you were promised three days must feel incredibly frustrating. I’d like to gather more details about your situation so we can assist you as effectively as possible.
Could you please provide the following information?
- What exactly are you waiting for—are you expecting a withdrawal, verification, or something else?
- Have you already completed the casino’s verification process? If yes, when did you submit your documents, and were they approved?
- Did you use any bonuses when playing? If so, were there any conditions attached to the bonus that might have impacted your withdrawal?
- Could you let us know which games you played and if you had any large winnings during your gameplay?
- Have you been in contact with the casino during this delay? If yes, could you share what they told you and provide any relevant communication?
If you have any screenshots or documents related to your withdrawal request or the casino’s responses, please forward them to petronela.k@casino.guru. These will help us better understand the issue and approach the casino on your behalf.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
Thank you for your time on this. I used no bonuses. I’ve been gambling with them since I think they’ve been taking my money this whole time it’s been almost 2 months for $75. It’s a little crazy. It’s like they’re trying to stall me out. I have completed the verification process. I finished it as soon as I tried to cash out at which time they told me three days that was December 10 I believe. Unfortunately, I don’t remember what games I played. I have been in touch with the casino quite frequently. I do have some screenshots. I’ll send you. In regards to a $75 Red redemption from mega Bonanza I’ve completed verification at which point they told me three days.
Hi jasonmaybee77,
Thank you for your patience throughout this process. After reviewing the details of your case, we’ve discovered that the casino is classified as a social casino in our system. As a result, we currently do not engage in resolving disputes involving social casinos.
We understand that this situation is frustrating, and we sincerely hope that the policy will change in the near future. Should it do so, you will be more than welcome to reach out to us again for assistance.
We appreciate your understanding, and we hope to be able to assist you with any future concerns.
Best regards,
Petronela
Casino.Guru
Dear jasonmaybee77,
I hope you've been doing well. We previously rejected your case because the casino in question is classified as a social casino, and at the time, we didn't handle complaints involving such casinos. However, we've recently updated our policy and have decided to start addressing complaints related to social and sweepstakes casinos.
Therefore, we're happy to let you know that we're reopening your complaint and will be looking into it further. I will try to help you by contacting the casino. We'll see what can be done once they reply. In the meantime, let us know if there were any updates while the complaint was closed.
Dear Mega Bonanza Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case?
I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
I got help from askgamblers and they paid 3 days later but thank you for thinking of me. Have a good weekend.
Dear jasonmaybee77, thank you for sharing the updates.
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
