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Almost a month ago, the casino had website maintenance, which resulted in a loss for me. I had almost $200 when the page automatically closed for maintenance, but after a few days, when I logged back in, I only had $5. I already contacted support, and they supposedly approved my request, asking for my information to process the refund. The problem is, they just keep telling me to wait for an email, but more and more days are passing, and I'm afraid they'll eventually tell me there's nothing they can do.

Hace casi un mes el casino tuvo mantenimiento en su sitio web, el cual para mí resultó en un faltante pues de tener casi 200usd al momento de cerrarse automáticamente la página q por mantenimiento, después de unos días y volver a entrar solo tenía 5usd ya hablé con soporte, según aprobaron mi solicitud, pidiéndome posteriormente los datos para hacer el reembolso, el detalle aquí es q solo me dicen que espere un correo, pero está pasando cada vez más los días y temo q al final me digan q ya no se puede hacer nada

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bonanza Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any evidence about what your balance was before the maintenance?
• Was there any bonus active on your player's account at the time?
• Could you please specify when exactly the incident occurred?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks to Casino Guru for their time and for answering your questions:

Unfortunately, I have no evidence, as my profile history is incomplete. There I could see that just seconds before the maintenance started, I had canceled a withdrawal to my account. I was going to try with another cryptocurrency address to see if it would arrive sooner, but the website kicked me out while I was in the process.

*I didn't have any active bonus because right after the maintenance I saw my balance, I contacted them and they told me that I only had to make a minimum deposit, wager x3 and that after that my balance would update automatically. I deposited using a 30% bonus and 40 spins, with no wagering requirements. Even so, I wagered x3 my deposit, to avoid any problems, but my previous balance never returned.

I don't have the exact date, but it was in the first week of January.

*Here's what I was able to save, I hope you understand it because I was using a translator and I noticed that some words aren't exactly what I meant.

Thank you in advance, I will be on the lookout for any updates

Oh, I almost forgot, when I sent you the information on where to send the money, I gave you the address for cryptocurrency and a key bank account, and since my document has expired and they haven't given it to me yet... for the moment I won't be able to receive crypto, so I ask if you can check that information.

Gracias a casino GURU por su tiempo,,y respondiendo a sus preguntas:

* Lamentablemente no tengo evidencia,pues el historial de mi perfil no aparece completo ahí podría ver qué justo segundo antes d que iniciará el mantenimiento acababa d cancelar un retiro a mi cuenta,pues intentaría con otra dirección d cripto monedas para ver si me llegaba más pronto,,pero estando en el proceso me saco el sitio web.

*Bono activo no tenía ninguno pues justo después del mantenimiento que vi mi saldo,me comunique y me dijeron que solo tenía que hacer un depósito minimo,apostarle x3 y que después d eso mi saldo se actualizaría solo,deposite usando un bono de 30% y 40 giros,sin requisitos d apuestas,aún así jugué x3 mi depósito,para evitar cualquier cosa,pero mi saldo anterior jamás regreso.

*Fecha exacta no tengo pero fue en la primer semana de enero

*Aquí le dejo lo que pude guardar espero le entienda xq como estuve usando tradutor,,,y noté que algunas palabras no son exactamente lo que quería decir.

De antemano muchas gracias,estaré atenta a cualquier actualización

A lo olvidaba,cuando les envié la información a dónde me enviaran el dinero,les di la dirección para criptomonenas y una cuenta clave de banco y como mi documento venció y aún no me la entregan,,,x el momento no podré recibir criptos,por lo que le pido si puede checar ese dato

I'll send you an email with the chats I have with support.

Le envío mail con los chats que tengo con soporte

Thanks for your patience.

We recommend you request your game history records from the month of January. If there are any inconsistencies in the balance amount, these records should show any activity.

Without any evidence, the amount is missing, and we are unable to confront the casino. Game history records are usually shared as an Excel-compatible file.

Could you please clarify whether the payout you refer to in your chats with support was reversed and credited to your balance before the incident?

If the casino won't be able to provide you with up-to-date records of your game history, please share the communication with the casino and provide it instead.

My email is tomas@casino.guru

Thanks in advance for your understanding.

Thank you for following my case. I was entering my wallet address to make a withdrawal when the game suddenly shut down for maintenance. The withdrawal didn't go through, and I didn't even complete the information. After a few days, when the maintenance was over, I logged back in and only had $5 left. I'll share the last thing they told me, but they're not helping me with my transaction history, not even support.

Gracias por seguir mi caso, le comento exactamente estaba ingresando la dirección de mi billetera para realizar un retiro pero justamente en eso el juego se cerró x mantenimiento, obviamente el retiro no se completo nisiquierra complete la información,,,, después de unos días en cuanto termino en mantenimiento volví a entrar y ya solo tenía 5usd, le dejo lo último que me dijeron,, pero el historial nomás no me ayudan nisiquiera soporte.

Dear Matimati18,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Thank you very much. Finally, regarding your comment about them not responding, I'm leaving this address so you can send everything, letting them know that support didn't help.

complaints@curacao-egaming.com

Muchas gracias, por último referente a lo que comenta que no llegan a contestar,, le dejo está dirección para q envié todo asiendo saber que soporte no ayudo

complaints@curacao-egaming.com

Hello Matimati18,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

Regarding the complaints@curacao-egaming.com contact you provided. You are free to submit a complaint to them. We cannot do this for you, as only the affected individual must submit the complaint. You might find our article How to submit a complaint to a regulator | Casino Guru useful.

We would like to invite Bonanza Game Casino to join the conversation.

Dear Bonanza Game Casino,

I would appreciate it if you could clarify why the player has yet to receive the funds, even though this matter was supposedly addressed by the finance department for processing a withdrawal a long time ago. When can the player anticipate the arrival of the funds?

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@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.

They didn't reply, did they?

Ya no respondieron vdd?

Dear Matimati18,

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 their 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, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Matimati18. We have received this message from the player:

Hi, I just wanted to thank you for your valuable time and let you know that yesterday, Friday, March 6th, my money was refunded, so please don't leave negative feedback.

As per this confirmation, we consider this case to be resolved since the player received the funds.

We are glad that our involvement played an important role in resolving the situation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru