Bonanza Game Casino - Povlačenje igrača je odloženo.

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Dear Abdulla007,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

If the casino management had approved the withdrawal, I would have been patient.

However, the withdrawal request was rejected, but the money was not returned to my account. The casino management has frozen the funds, and when I contacted player support, each person offered an excuse

Hello Tomas,

I hope that you are well 

How long will it take for me to receive my earnings?

Thanks for the clarification.

According to the reply you received via live chat, there was a maximum cashout from the bonus applied to your winnings.

Could you please specify which bonus you activated and how much the casino removed from your balance, or the amount the casino left on your player's balance?

If there is any supporting evidence, please share it with me here or to my email at tomas@casino.guru

I was playing using Free Spins bonus and completed the 20X wagering requirement on the bonus amount. Once the bonus funds converted to real money, I requested a withdrawal of $12,000.

I was not aware that there was a $1,500 withdrawal limit as clearly shown in the attached payment methods screenshot for Mastercard. To my surprise, the withdrawal request was rejected and the amount was not returned to my balance.

When I contacted support, they told me the maximum withdrawal limit is $100. However, the screenshot clearly shows $1,500. After that, support asked me to send proof that I played and won, and to send my game history to management for verification. I sent the email to management, but I received no reply. After 3 days, they just resent the same email I had sent them, and every time they gave a different excuse.

Then they told me that management wants to compensate me with only $100. They are deliberately making it difficult for me.

If we speak logically, the management knows very clearly that if I truly won the money, they should pay it. I fulfilled all bonus terms and the withdrawal limit shown at the time was $1,500, not $100.

I request that my full withdrawal be processed according to the terms that were displayed when I accepted the bonus. The $100 compensation offer rejected

Thanks for the clarification.

Please note there is a difference between transaction limits and maximum cash-out rules associated with bonuses.

The maximum cashout rules are very common when it comes to bonuses, be it deposit bonuses, cash bonuses, free spins, cashbacks, etc. The most common rules to pay attention to when playing with bonuses are the maximum bet rule, the maximum cashout, the list of restricted games, and the wagering requirements.

If your winnings were capped according to the maximum cashout limit of $100, there is little we can accomplish, since we might not conclude that you are eligible for more. Please let me know of any circumstances we should consider to support you in requesting more than $100 from the casino.

Please let me know if you were able to cash out the $100 from the casino already.

Looking forward to your reply

I made a withdrawal of 12,000 because it was the first time I withdrew and I never made a withdrawal before, and I was not aware that there was a limit to the withdrawal, so I requested a withdrawal of $12,000

And when I learned to withdraw money, it was amont the real money and not among the bonus

When the withdrawal request was rejected, the money was confiscated and not returned to my account... When he spoke with the support, they said when you prove to us that the money was earned, we will refund the money to you

And more than once the excuse is different from the other and they make it difficult for me. I asked them to return the amount to my account, and I will withdraw 100, but they refused and did not respond to me because the amount is 12000

I have never withdrawn any amount from the casino

See the attached document $12,000 rejected

And $100 failed

The attachment, underlined in red, contains the game's name. Look at the bottom of the box; there is the word "Finish"

This bonus was and its conditions were met

See the attached document, the last line at the end of the box

This is a screenshot of when I deposited $20 and activated Free Spins

This is the screenshot from when I played 40 Free Spins at a value of 1 per spin and completed its conditions

Please see the attached document, line two.

At the time of the withdrawal, the funds were not part of the bonus; they were real money, and I fulfilled the requirements before making the withdrawal

Dear Abdulla007,

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, Igor (igor.p@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,

Tomas

Thank you, Mr. Thomas, for your efforts on my behalf 🫶🏻

Dear Abdulla007,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bonanza Game Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Bonanza Game Casino representative to join this conversation and participate in resolving this complaint.

Dear Bonanza Game Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

I make a formal complaint regarding: Bonanza Games

Issue: On [11/06/2026], I requested a withdrawal of $12,000. Funds withheld for 26 days without any apparent reason or explanation from the live chat with support

You have completed a full KYC verification and have complied with all requirements. My account was active and there were no bonus violations. Although I contacted support several times via live chat, I only received general responses and did not receive any solution.

This is a large amount of money. Withholding it without justification is unacceptable.

Dear Igor ..

All the evidence and proof are contained in the case file

Hello,

the details were sent to tomas@casino.guru. If you have any other questions - let us know.

Best regards,

BonanzaGame Casino

Dear Bonanza Game Casino,

Could you please send me detailed information regarding the bonus the player claimed?

In particular, could you confirm whether the rule stating that the maximum amount that could be withdrawn was 5x the deposit was mentioned and shown?

Please use my email address for any further communication: igor.p@casino.guru.

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.

Dear Abdulla007,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

Unfortunately, since the Bonanza Game Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor