Bonanza Game Casino - Pelaajan bonuksesta saadut voitot takavarikoitiin.

I would like to place a complaint about unfair bonus rules, casino has been sending me a lot of promo communication for the past weeks (13 emails since being registered for 3 weeks) and suddenly I wasn't eligible to receive the bonus, quoting some buried unfair T&Cs, that I've so far never seen anywhere else on the internet, as well as removing my winnings:

I've had only issues with this casino, their 3x wagering on cash deposits is a joke, some games cannot be used to wager a bonus (not specified in bonus T&Cs neither).

They allowed me to redeem that bonus which was showing in the list of available bonus from their Bonus page, I could activate it in cashier and wouldn't have deposited if I knew that bonus was not available.

They also let me play with the bonus, which generated little to no winnings (60 FS on Secret City of Gold with no wager, for about 15 USD winnings).

I've continued playing on that machine until reaching the wagering requirement on the deposit (x3 deposit) at which point my balance was above $200, I've played it down to $125 and decided this would be enough. Withdrawal was initiated to bitcoin as I also use bitcoin to deposit.

If I had lost my entire balance while playing they wouldn't have said anything about not being eligible.

I find that rule extremely unfair to the customer and very vague (I "risk" loosing, meaning some may loose and some may be able to withdraw depending on their value I guess).

It should have been stated when I selected to redeem the bonus. As I said, I wouldn't have deposited without that offer and wouldn't have deposited this amount (offer had a min deposit amount attached to attract higher deposit).

Afterwards, I lost my "refunded deposit" trying to wager it again before being allowed to withdraw and closed my account with them and other sister casinos (which are also quite predatory).

Dear ToTheMoon222,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please allow me to ask you a few questions so I better understand the situation.

Do you have access to your bonus history? Would you be able to forward it to tomas@casino.guru? Would you be able to specify which deposit bonus did you claim specifically? Would you be able to forward me how the promotion was presented to you as well? (screenshot or a link)

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

My account is closed so I do not have access to this information, the offer was 60FS on Secret City of Gold, no wager, was not sent via email but only available on cashier. If it's really necessary I can try to re-open my account and send you the information although I'm not even sure where I would find a bonus history.

Let me know!

Thanks for your reply, ToTheMoon222.

When it comes to deposit bonuses we believe the casino shouldn't penalize players by confiscating their winnings in situations where they claim bonuses they weren't eligible for.

I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ToTheMoon222,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bonanza Game Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bonanza Game Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? How would you explain the breach of the T&Cs if the player used only one deposit bonus?

Thank you in advance for providing the information.

Kind regards,

Tomas

We would like to ask the 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’ which may negatively affect its rating.

Hi ToTheMoon222,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=bonanzagame.com) and submit a complaint to them using the form. It's not the best licensing authority out there but it has more options and tools to help players.

Let me know how they replied (tomas.k@casino.guru). I wish I could be of more help.

Best regards

Tomas