After I won and I submitted my first withdrawal request, my account is 'temporarily suspended due to a security service check', and I cannot login anymore.
Is it normal? Does anyone have experience of withdrawal in this casino? How does the withdrawal process work?
Hello,
it is quite normal. During this closure, the casino's staff works on verification. I assume you were asked to send several documents in order to pass KYC procedure, am I right?
However, I would be careful there - Bonanza Game Casino has certain sections of Bonus Terms and Conditions that we consider to be unfair to the casino's players.
Let us know how you are faring with the withdrawal.
They confiscate my winning because they 'suspect me of of fraud' (of course this is not true. I gambled normally), and deducted 30% of my deposit.
I submitted a withdrawal of 986.35 euro (deposit and winnings), but only 177.8 euro (30% of my deposit) is sent to my e-wallet. The same happens to Hotline Casino, they are owned by the same company.
I have filed a complain to Curaçao eGaming.
Well, it does not make much sense to me.
It's good you defend yourself.
If I got the impression that some fraud happened, I would not pay anything because of that fact.
By paying some lower sum to me it seems like they are not sure about the fraud and just don't want to pay the whole win.
Did they explain you a bit about what kind of fraud you did according to them?
No.
This is the only email I got from the casino, and they have never explained to me what kind of fraud I committed.
Let's see if we manage to obtain some useful information during the complaint.
I personally hate this when the casino only copy + pasts the phrase from their terms and conditions, but they don't actually explain what you did wrong according to them.
Would like to place a complaint about unfair bonus rules, casino has been sending me tons of communication for the past weeks and suddenly I wasn't eligible to receive the bonus, quoting some buried and vague T&Cs 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). They allowed me to redeem that bonus, 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 for about 15 USD winnings). If I had lost my entire balance while playing they wouldn't have said anything about not being eligible.
Could you please help with this case? This is unfair practices and I would like the winnings to be paid.
Hello,
we can look into it, yes. Kindly read this article about what it means to submit a complaint and then decide for yourself, please.
The casino pays for every bonus provided to players so they also analyze the outcome and try to protect their investments, it's a business. Can't comment about the rest though, because I do not know the details. That's what the complaint is for.
If you wish t undergo the complaint, prepare all related communications, print screens you have, and paste it all into the complaint.
Let me know what you think about that.
Hi Radka,
I would like to start the process but I do not have that casino available in the list, as per your site it's not available in my residence country. Can you help me with that possibly?
Hello there.
As far as I can tell, you can submit a complaint against any casino listed on our website, no matter where you come from. 🤔
You can even submit the complaint against the casino that we have not yet enlisted, just pick up the option "I do not know the casino" or something similar, then insert the link to the complaint.
(This Bonanza Game Casino is listed, though.)
To do that, you have to click this link,
or visit the complaint section and hit "submit a complaint":
Let me know how it works.
Hey Radka,
Thanks for your help, I could only see the list of casinos available in my residence country, but the "I do not know the casino" trick worked. Complaint submitted, thanks!
Hey "Astronaut"🚀😉 (you chose a wonderful nickname)
I'm happy to hear that. Though it seems that I should get better oriented in the latest features, I truly thought that the country does not matter when it comes to submitting complaints. I'll check it out to be sure. thanks for the point!
For now, I wish you an easy and fast complaint result. 🤞
Let me know how you're faring if you ever be in the mood.
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