Bonanza Game Casino - Рахунок гравця було закрито після виграшу.

Hi, I deposited PLN 100 with Skrill yesterday without using any bonuses - I made 10k out of it. I ordered a payment of 2k. They blocked my account and sent me back PLN 100 - a daylight scam.

Dear KRYSTIANCIU1212,

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

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

• Did the casino justify its actions citing any rules from its terms and conditions?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Have you contacted casino support and asked for an explanation? With what result?
• Could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello. I played only slots.

Please check attachments about contact with casino.

Dear KRYSTIANCIU1212,

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?

Hello, answers below

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) - i played only slots.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? - Yes i use my family wifi connection so some persons from my family can do this.

Could you please advise if you have passed the KYC verification? - They didn't ask me to verify KVC, so I haven't done it yet, but it's not a problem for me to do this.

Thank you very much, KRYSTIANCIU1212, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear KRYSTIANCIU1212, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Bonanza Game Casino representative to join this conversation. 

Dear Bonanza Game Casino, could you please provide more information about this case? 

Looking forward to your reply.

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.

Dear KRYSTIANCIU1212, 

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak

We’ve reopened this complaint at the request of Bonanza Game Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear KRYSTIANCIU1212, 

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using bonuses in both accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Katarina