Been 72hours with clean deposit after depositing an accumulated 500$ I won 500$ no play through required and they have not paid out in a timely manner and I doubt they are ever going to pay. I keep getting the run around or no response at all and it’s still pending as of Jan 31st 2025 today is the end of the feb 2nd. I will wait one more day and escalate this to who ever their gaming committee is.

Dear Nivlaclear,

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 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,

Dominika

Thank you very much for the response and I do understand, I was just misinformed initially I was told I would be paid out in "up to" 24hours then I was told 72 hours and now no response. Thank you for informing me.

Dear Nivlaclear, have you received the withdrawal?

No I have not it still says pending unfortunately.

Dear Nivlaclear, the casino is closed, have you been informed about the closure from the casino?

If so, have they provided any information about withdrawals during this closure?

They did not inform me of anything. This means they were scamming me from the start and accepting as much crypto as they could with no intentions of paying out. How can I go about at least getting what I deposited or my withdraw?

Dear Nivlaclear, when did you last access your casino account?

Could you update me on whether you've received the money?

It has been about 2 weeks ago and I have received nothing.

Thank you very much, Nivlaclear, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

hello Micheal thanks for taking this up!

Hello Nivlaclear,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Bonanzino 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.

Respectfully,

Michal

They haven’t replied since the situation has arose and I doubt they will have any response.

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 already closed the whole casino down

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 reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at http://www.kpvfaw.com/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V