Bonanzino Casino - Los retiros de los jugadores se retrasan.

I have been waiting for withdrawals since 12/15/24. The experience was pretty good, the first withdrawals were fast but these ones I requested have been going on for a month and a half now. They only have a chat to communicate and in it they only respond that the finance team is working on the requests, which are a bit delayed.

They don't even answer the chat lately. Can anyone help me with withdrawals?

Llevo esperando retiradas desde el 15/12/24. La experiencia venía siendo bastante buena, las primeras retiradas fueron rápidas pero estas que he solicitado ya llevan mes y medio. Solo tienen un chat para comunicarse y en el mismo solo responden que el equipo de finanzas está trabajando en las solicitudes, que tienen un poco de retraso. 

Últimamente ni siquiera contestan el chat. Alguien puede ayudarme con las retiradas? 

Hello jonymainente,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bonanzino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, my account has been active and verified since September 2024.

I accumulated the winnings with real money and the last time they answered from the casino was on 01/31 and they told me that the request was being reviewed, like every time I contacted them since 12/15. They no longer respond to the chat and the contact form and email do not respond either.

Hola. Mi cuenta está activa y verificada desde septiembre de 2024.

las ganancias las acumulé con dinero real y la última vez que contestaron desde el casino fue el 31/01 y me dijeron que la solicitud estaba siendo revisada, como todas las veces que me contacte desde el 15/12. Ya no responden al chat y el formulario y email de contacto no responden tampoco.

The casino no longer even allows you to enter the page to see the account.

El casino ya no deja ni siquiera entrar a la página para poder ver la cuenta.

The casino has been a total scammer. The page has disappeared.

El casino ha sido un estafador total. Ha desaparecido la página.

Thank you jonymainente for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much. We hope to have a solution to this theft committed by that company.

Muchas gracias. Esperemos tener una solución a este robo que ha hecho la empresa esa.

Dear jonymainente,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bonanzino Casino representative to join this conversation.

Dear Bonanzino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I am delighted that you are encouraged to come in to provide a solution. Thank you.

Yo encantado de que se animen a entrar para dar una solución. Gracias

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.

The casino has already closed, leaving users' money behind. The negative rating does not affect it at all, since it has been a scammer with users, leaving users' profits behind. It will serve as medicine for those scammers.

El casino ya ha cerrado dejándose así el dinero de los usuarios. La valoración negativa no le afecta en nada ya que ha sido estafador con los usuarios dejándose así las ganancias de los mismos. Les servirá para medicamentos a los estafadores esos

Dear jonymainente,

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 Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) 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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka