Bonanza City Casino - El bono del jugador es denegado debido a un cambio repentino de política.

The other day on this site, I found "1st Deposit Highroller Bonus"

I deposited €767 to play with the bonus.

I checked all of the terms of use in advance, and there was no mention of any restricted countries, so I concluded that Japanese users were eligible for the welcome bonus and made a deposit, but the bonus was not reflected, so I contacted support.

Their response was that while I was making an inquiry, they had quietly changed the terms of use to state that Japan was a restricted country, and that I would have to withdraw three times the amount I deposited, with no bonus being given.

I was not satisfied with this and protested, but their support department has not changed their response even after two days, so I would like to ask for help.

先日こちらのサイトで「1st Deposit Highroller Bonus」

ボーナスを使用し遊ぶために€767を入金しました。

利用規約を事前に全て確認し、制限国等の記載もなく、日本のユーザーがウェルカムボーナスの対象者であると判断して入金したところ、ボーナスが反映されずサポートへ問い合わせをしました。

彼らの対応は、問い合わせ中に利用規約を黙って書き換えて、日本が制限国の対象者であり、ボーナスは付与せずに入金額の3倍をかけて出金するように言われました。

私は納得できずに抗議しましたが、彼らのサポート部門は2日ほど経過しても対応を変えないのでこちらに助けを求めたいです。

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re facing.

To better assist you and fully understand the situation, could you please provide us with more details by answering the following questions?

• Could you please forward me the communication between you and the customer support regarding Japan being restricted for bonuses at veronika.f@casino.guru?
• Have you started playing with the deposited money?
• Have you received any written confirmation of the changed terms regarding restricted countries?

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

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Thank you for your patience, and stay safe.

Dear yonacy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

After I made the complaint public, they contacted me to say they would refund the full amount deposited.

However, the money hasn't arrived in my wallet yet, so I'm not sure if they will really refund my money.

クレームを公開後に彼らから入金額を全額返金するという連絡が来ました。

ですが、まだウォレットには着金しておらず彼らが本当に返金するのか怪しいです

Thank you for the information. Please forward me the communication between you and the casino regarding the promised refund at veronika.f@casino.guru. Thank you for your cooperation.

Dear yonacy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have confirmed that the amount minus the fee has been deposited.

That was a bit disappointing, but we were able to resolve it.

thank you.

手数料を引かれた金額が着金したのを確認しました。

その点が少し残念でしたが、解決することができました。

ありがとうございます。

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear yonacy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika