Bonanzino Casino - Povlačenje igrača je odloženo.

On 12/20/2024, I deposited into my Bonanzino Casino Account using crypto (BTC) of which I utilized my "First Deposit Bonus" and after fulfilling the wagering requirements on the deposit bonus I won a total of $1200.00.

I then decided to submit a withdrawal request on the same day for $999.00 because due to the casinos T&C's anything over $1000.00 the request may take a little longer as it'll need approval from the casino manager. Otherwise anything under $1000.00 it'll be processed within 24 hours for approval but that's not what the casino chat support told me as anything $500.00 and over will need approval from management of which I had canceled my request to $499.00 since chat support said I wouldn't need to wait on management approval and would process within 24 hours for payment.

Now today is 12/30/2024 of which I've chimed in with chat support as that's the only communication channel that I get a response from unlike the email address that's posted on the casino site under "Contact Us" (support@bonanzino.com) which I've emailed several times regarding my withdrawal payout but no response.

Casino chat support seems to provide positive expectations saying that my withdrawal request has been approved and is in "processing" status of which the payment team is on it and to expect payment soon. But with the couple times chiming into support the last couple of days to today now I'm told not to worry that my winnings will be paid out and that some banks are closed through holiday season which is why it's taking a bit long.

Thank you for taking the time to read my issue with Bonanzino Casino and I hope you'll be able to assist me in resolving the matter at hand.

Happy Holidays to you all at Casino Guru!

Respectfully,

Edward M***

Attached are screenshots of when I made a deposit and the withdrawals I've requested and canceled (declined) on my behalf.

Dear Fokai702,

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,

Kristina

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Kristina,

First off I would like to thank you all at Casino Guru for taking on my complaint with Bonazino Casino in hopes of resolving the matter at hand.

I totally understand the other circumstances that may delay the withdrawal request of which may be out of their hands to fulfill the requested payouts at the moment.

I've been patient enough to their time-line but when T&C's have been fully complied with and met along with real money being at stake best believe I'm going to inquire every day till I get my payout or unless told truthfully about the situations that are delaying my payout.

I had encountered a few online casinos that have taken some time to pay me out of which the longest wait was about 2 months for payment. So I have no doubt I'll be getting paid, but would expect the truth from casino support and management explaining the delay.

I'll be waiting patiently for a response from Bonanzino Casinol via the inquiry on my behalf.

Appreciate you all!

OK it's 16 days now and have yet to hear back from either the finance department and casino support.

Although, I was told that my withdrawal request was going to be escalated per casino chat support 48 hours ago and that they'll send me an email with an updated status but still nothing.

I'll keep you all posted.

Thank you for your reply, Fokai702. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• What is the current status of your withdrawal request? Is it still marked as "in progress"?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi there Kristina -

I'll post below the screenshot of the last response you've sent to me and answer your questions via email per your request:

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Thank you for your reply, Fokai702. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

I was told via chat support that I didn't have to do a KYC verification due to I have made a deposit via BTC to my Bonanzino account.

What is the current status of your withdrawal request? Is it still marked as "in progress"?

The current status of my withdrawal request is still marked as "in progress" of which has been approved by casino manager and awaiting on finance team to transfer my winnings of $490.00 to my BTC wallet address that I've provided when I submitted my withdrawal request on 12/21/2024.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Also I've attached screenshots of the transactions highlighted in yellow of my deposit made on 12/20/2024 along with my withdrawal request on 12/21/2024 for your review. Don't worry about the withdrawal requests that have been declined as those were canceled by me.

I'll pass along any and all responses from the casino per your request to this email.

Thank you again Kristina for your assistance in trying to resolve this matter I'm having with Bonazino Casino as i greatly appreciate!

Edward

Here are some screenshots of the responses from both myself along with the casino support team via chat.

I've also took a screenshot of the business license of the casino of which I would like for others to take what's stated into consideration before gambling at this casino as it's just all too risky. Take my situation as a prime example.

As of today 01/15/2025, I have yet to receive a response from the casino from both email and chat support for about 2 weeks now.

Thank you very much, Fokai702, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Fokai702,

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

Hi there Mirka,

I would like to thank you for taking on my case regarding the issue I'm facing with Bonanzino Casino.

Please let me know if there's anything else you may need from me in order to help expedite the matter at hand.

I've tried to reach out to Bonanzino Casino live support but again, no response. (Attached screenshot of live support transcript)

Thank you again as I appreciate you along with the Casino Guru family assisting me with my case in hopes to rectify the issue as soon as possible.

Respectfully,

Edward

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.

Sounds like a plan Mirka as I have no issues giving the casino an extra 7 days to respond and resolve the matter at hand.

Thank you and have a wonderful but yet blessed weekend.

Dear Fokai702,

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