Bonanza Game Casino - Das Guthaben des Spielers wurde aufgrund einer Bonusregel eingezogen.

Hello, I deposited €65 using the code WCBV, see screenshot. The offer was a 30% bonus and 40 free spins, both with zero wagering requirements.

So I deposited €65 and received a bonus of €19.50. I simply had to wager my deposit three times. I did that, and in the end I had a balance of €89.72 and was able to withdraw. Then I received the following email from them, see attachment.

I would at least like to get my €65 payout back. I wrote to them about this and received no reply.

Bonanzagame has converted my entire balance into bonus credit, which is a complete scam. See screenshot.

Hallo, ich habe 65 Euro eingezahlt mit dem Code WCBV, siehe Screenshot. Das Angebot war 30% bonus und 40 Freespins, beides mit wagering 0.

Also habe ich 65 Euro eingezahlt und bekam einen Bonus von 19,50 Euro. Ich musste lediglich meine Einzahlung dreimal durchspielen. Das habe ich gemacht und am Ende hatte ich ein Guthaben von 89,72 und konnte auszahlen. Dann bekam ich folgende Email von denen, siehe Anhang.

Ich möchte jetzt wenigstens meine Auszahlung von 65 Euro zurückbekommen. Das habe ich denen geschrieben und keine Antwort bekommen.

Bonanzagame hat mein gesamtes Guthaben jetzt als Bonusguthaben umgewandelt, was absoluter Betrug ist. Siehe Screenshot.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that the casino confiscated your winnings because you activated several deposit bonuses without making a new deposit in between?

Could you please send me a screenshot of your bonus history and deposit history?

Additionally, please let me know:

• how many deposits you have made into this casino so far, and
• whether you activated a deposit bonus with each of these deposits.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I've consistently made deposits for every bonus offer, as you can see in the screenshot. The casino sends out several emails daily with bonus offers, and if you accept them, they simply withhold the winnings. Most recently, I deposited €65 and received a 30% no-wager bonus, which was €19.50. I only had to wager my €65 deposit three times, totaling €195. I did this, and ended up with a balance of €89.72, which I correctly requested a withdrawal. Afterward, I received an email stating that my winnings were being withheld due to bonus abuse. The casino has now only refunded my deposit, keeping the paltry €24.72 in winnings. In my opinion, this is clear fraud.

Hallo, ich habe immer wieder zu jedem Bonusangebot auch eine Einzahlung getätigt, siehe Screenshot. Man bekommt von dem Casino täglich mehrere Emails mit Bonusangeboten und wenn man es wahrnimmt, werden die Gewinne einfach einbehalten. Zuletzt habe ich 65 Euro eingezahlt und einen no wager Bonus von 30% erhalten, also 19,50 Euro. Ich musste nur meine Einzahlung von 65 Euro dreimal durchspielen, also 195 Euro. Das habe ich gemacht. Am Ende hatte ich einen Kontostand von 89,72 Euro und habe korrekt eine Auszahlung beantragt. Anschließend bekam ich eine Email, dass wegen Bonusmissbrauch meine Gewinne einbehalten würden. Das Casino hat mir jetzt lediglich meine Einzahlung zurückerstattet, den lächerlichen Gewinn von 24,72 Euro einfach einbehalten. In meinen Augen klarer Betrug.

Hello AK1982888,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AK1982888

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear AK1982888,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Bonanza Game Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Bonanza Game Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's funds? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

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 AK1982888,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo