Hello Casino guru team,

I have made the misstake of playing at this casino called Bonanzino. 

They are not being profesional at all !

I played here now almost 1,5 month ago and I still have not received any of my withdrawals. I have completed all verification steps and written to the casino support at Bonanzino several times through live chat and email conversations. Ive received replies several times and every time they say that they will contact the payments department but then after that ive not heard anything !

And now in the recent 2 weeks ive not even received a reply at all so im in desperate need of help to receive my withdrawals. 

Im adding screenshots from email conversations and conversations with live chat to show this for you guys.

Hopefully you guys can help me in this matter!

Best regards 

Carolsinha

Dear Carolsinha, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the full KYC verification? Which of your documents have been approved during KYC?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

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.

Hello Veronika,

I will answer the questions below:

1. I have not received any withdrawals at all since registering at the site which I did around 2024-10-30.

2. I uploaded the front of my ID card which is the only KYC they have asked for and according to a live chat representative they said I was verified

3. The winnings I accumulated was without a bonus active

Best regards

Carolsinha

Thank you very much, Carolsinha, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Carolsinha, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Bonanzino Casino representative to join this conversation. 

Dear Bonanzino Casino, could you please provide more information about this case? 

Looking forward to your reply.

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.

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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak