Bonanza Game Casino - El jugador cree que el reintegro se ha retrasado.

First, I received a cashback bonus of $1.20, which I had to wager 5 times. Five times the bonus amount was also the maximum winnings. I received $6 in real money. With those $6, I continued playing until I reached $130. I then made a withdrawal request for $120 in Bitcoin, and played the remaining $10 until my balance was zero. An hour later, I checked my withdrawal status, and there were no requests in the withdrawals menu. However, my deposit and withdrawal history showed a $6 cash deposit, even though withdrawals are only allowed in amounts of $20 or more. I received an email from Bonanza Game. I requested information and received no response. I only communicated with the AI ​​virtual assistant. I had previously received the same $6 cashback bonus and continued playing until I withdrew $20, meaning the maximum you can earn is five times the initial cashback value, which was $1.20. That's why they credited me $6; it doesn't necessarily have to be withdrawn. In fact, $6 cannot be withdrawn. I have screenshots showing that I've been able to make $20 withdrawals with that same bonus. One day after submitting the request, I was finally able to contact support, but they didn't resolve anything. They evaded my questions and answered whatever they felt like. In the end, they asked me for another cryptocurrency to process the withdrawal. I thought it would be the $120, but it turns out they only deposited $6. I have more screenshots if they're helpful.

Primeramente recibi un bono cashback, que era de 1,20$ el cual tenia que apostar 5 veces, de igual manera 5 veces el valor es el maximo de ganancia. Fueron 6 dolares los que me acreditaron a mi saldo real. Con esos 6 dolares segui jugando hasta llegar a 130 dolares, hice una solicitud de retiro por 120$ en bitcoin, y los otros 10 los jugue hasta quedar en ceros. Una hora despues quise ver como iba mi retiro, y resulta que en el menu de retiros no habia ninguna solicitud. Pero en el historial de retiros y depositos decia que se me habia depositado 6 dolares en efectivo, cuando en realidad los retiros son de 20 dolares en adelante. Recibi un correo de bonanza game Pedi informacion y no contestaron. Solo me comunique con el asistente virtual IA. Porque ya antes habia recibido el mismo bono cashback de 6 dolares y tambien segui jugando hadta retirar 20 dolares, osea que el maximo que se puede ganar es 5 veces el valor inicial del cashback, que era de 1.20$ por eso me acreditaron 6$, no necesariamente se tiene que retirar. De echo 6 dolares no pueden retirarse. Tengo imagenes de que con ese mismo bono e podido hacer retiros de 20$.un dia despues de la solicitud, ya pude comunicarme con soporte, pero no me arreglaron nada, evadian mis preguntas y contestaban lo que les dio su gana. A fin de cuentas me pidieron otra criptomoneda para hacer el retiro, pense que serian los 120$ pero resulta que solo me depositaron 6. Tengo mas imagenes si sirven de algo.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Perrolokko,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Perhaps I didn't explain myself well. My withdrawal was for $120, and they only paid me $6. Apparently, it was because it was the maximum cashback bonus. That's what support told me, but I asked the AI ​​assistant for information, and it said that once the $6 cashback bonus was released, I could bet it on any game and thus increase my winnings. In fact, on another occasion with a similar $6 cashback bonus, I played and made a $20 withdrawal without any problems.

Tal vez no me supe explicar, mi retiro era de 120 dolares y solamente me pagaron 6. Segun porque era era el maximo del bono cashback. Es lo que me dijo soporte, pero yo le pedi informacion al asistente de I.A y me dijo que al quedar liberado el bono de cashback de 6 dolares yo podia apostarlo en cualquier juego y asi aumentar mis ganancias, de echo en otra ocasion con un bono igual de cashback de 6 dolares, jugue e hice un retiro de 20 dolares sin problemas.

Dear Perrolokko,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I did not receive the withdrawal of 120, instead they deposited 6.

No e recibido el retiro de 120, en su lugar me depositaron 6.

Dear Perrolokko, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

I've withdrawn several times. I'm also verified. I've never bet on sports, only slots. I won $6 in my real money balance after meeting the bonus wagering requirements. From there, I won $120, which is what I tried to withdraw.

E retirado en varias ocasiones. Tambien estoy verificado.. nunca e apostado en deportes solo juegos de slots. Gane 6 dolares a mi saldo real despues de cumplir los requisitos de apuesta del bono. A partir de alli gane 120 dolares que es lo que intente retirar.

Dear Perrolokko,

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, Martina, (martina.b@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,

Karla Mayfly

Dear Perrolokko,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Thank you so much for your help and your time.

Muchas gracias por su ayuda y su tiempo.

Thank you for reaching out.

We would like to clarify that the cashback offered on our platform is part of a bonus promotion and loyalty program designed for our players. As clearly stated on our website, this promotion includes a maximum withdrawal limit.

The exact maximum withdrawal amount applicable to cashback winnings is available in the promotion’s terms and conditions on our site. We always encourage players to review the full terms before participating.

Please do not hesitate to contact us if you need further assistance.

Dear Perrolokko,

by any chance do you have a screenshot of the chat with AI support?

I don't have screenshots of the chat. When I filed this complaint, I sent several screenshots, but I can't find them anymore. Previously, with a similar bonus, I received $6 in winnings in my account after meeting the requirements. I used those $6 to reach $20, and I was able to withdraw them.

As I understand it, the maximum bonus win is 5x the cashback bonus amount. So, as long as I meet the requirements and have, say, $200, and I meet those requirements, my balance automatically becomes the maximum win, which in this case was $6. And it goes into my real money balance. Am I supposed to be the one who decides what to do with my winnings, or not? Also, can I withdraw by sending my information via email and having them make a transfer? The minimum withdrawal at this casino is supposedly $20, so what good is a win to me if I can't withdraw it or increase it? What's happening here is that the maximum bonus win was $6, not the maximum withdrawal. That's what I discussed with the virtual assistant, and they confirmed I was correct. I think they're acting in bad faith because the withdrawal request I made for $120 doesn't even appear in my history. It also showed that they had already paid me $6 in cash. Something I didn't understand, by the way. I've been playing at this casino for a while and I trusted them, but after this, I lost faith. In fact, I realize they're acting very unprofessionally. Maybe it's the staff, because the virtual assistant says something completely different, and I don't think their IQ is higher than an AI, but their ambition certainly is.

No tengo capturas del chat. Cuanddo hice esta queja mande varias capturas. Pero ya no las encuentro. Anteriormente con un bono igual al lograr los requerimientos me fueron abonados 6 dolares de ganancia a mi cuenta. Con esos 6 dolares llegue a 20 y si los pude retirar.

Segun entiendo la ganancia maxima del bono es de x5 veces el bono cashback, osea que mientras cumplo con los requerimientos y llevo digamos 200 dolares y en ese momento cumplo con dichos requerimientos automaticamente mi saldo se convierte en el maximo de ganancia que en este caso fueron 6 dolares. Y se va a mi saldo real. Se supone que yo soy quien decido que es lo que hago con mis ganancias o no? Ademas diganme si se puede retirar por medio de enviar mis datos por correo y que ellos me hicieran una transferencia. se supone que el minimo para retirar en este casino son 20 dolares, entonces para que me sirve a mi una ganancia que no podre retirar ni tampoco podre aumentarla. Lo que pasa aqui es que el maximo de ganancia del bono eran 6 dolares no el maximo de retiro. Fue lo que yo platique con el asistente virtual y el me corroboro que yo estaba en lo correcto. Creo que estan actuando de mala fe porque la solicitud de retiro que hice por 120$ ni siquiera aparece en el historial, tambien aparecia que ya me habian pagado 6 dolares en cash. Algo que no entendi por cierto. Tengo tiempo jugando en este casino y tenia confianza en ellos pero despues de esto les perdi la fe, de echo me doy cuenta que actuan de manera muy poco profesional, talvez sea el personal, porque la asistencia virtual dice otra cosa contraria a ellos y no creo que su coeficiente intelectual sea mas alto que una I.A pero su ambicion si lo es.

This is what I'm talking about regarding withdrawals.

Esto es de lo que hablo sobre los retiros

This is the answer that the Bonanza Game assistant gives when asking about the cashback bonus.

Esta es la respuesta que da el asistente de bonanza game al preguntar sobre el bono cashback.

I'm not asking for handouts. I'm just fighting for what's fair. I haven't been able to win at this casino for a long time, only losing and enduring the frustration of losing. Now that I've won legally and without cheating, they're acting unfairly and incorrectly. And they're breaking the rules they themselves made. Thank you very much for your help, CASINO GURU.

Yo no estoy pidiendo que me regalen nada. Solo peleo lo justo, tenia mucho tiempo sin poder ganar en este casino, solo perdiendo y aguantando la frustracion de solo perder y ahora que gane legalmente y sin trampas, ellos estan actuando de forma injusta e incorrecta. Y estan faltando a las reglas que ellos mismos hicieron. Muchas gracias por su ayuda CASINO GURU.

Dear Bonanza Game Casino Team,

Could you please provide a more detailed explanation or share screenshots of the conditions in question? This would help us clearly understand what is being offered and identify any possible misunderstandings or misinterpretations.

Thank you in advance for your assistance.

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.

....????? That was all.

Thank you Martina, you're the best.

....????? Eso fue todo.

Gracias martina, eres la mejor.

Dear Perrolokko,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Curaçao and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.