Hello ,so I received free bonus spins and used them on some game they said I had to use them on then I deposited $150 also and played some wolf game when on the free spins I won $3800, after I verified my account and identity,and I was waiting for the withdrawal they then came back and told me I was only entitled to $100 and they are saying I won the money with free bonus spins which I did not , I won the money on the free spins on a game that I paid to play not the game they made me play on there free bonuses I won it on a different game with my own money 

Hello Caleb.

Thank you very much for submitting a complaint through our website. In this case, we need more information. Your game history would be very helpful. Also, I would like to ask which bonuses you took.

Regards, Matej

My games history with them was short I deposited approximately 5 times in the disputed situation the free spins bonus I got was 25 free spins I think , they gave me the free spins on a game they selected. After only winning a few dollars on that I went to the wolf game and started playing with the $150 I deposited and got the free spins in the game where I won the $3800 

We would like to ask the Bonza Spins 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’.

and what happens then? do I get nothing?

Hello Caleb.

We are trying to resolve your complaint with the assistance of the casino. In case the casino fails to provide us with an explanation of the situation, we will publish your complaint and lower the rating of the casino. In case they would like to improve the rating in the future, they need to pay you out first. Of course, we would like to help you right now, and we are making our best effort to mediate the complaint. Please understand that complaint solving process is very time-consuming and we can't do anything to speed it up in this case.

Regards, Matej

Hello, 

During the review of the account we have verified that on the 10th of September while having a cash balance of $150.86, the customer has received a set of no-deposit free spins bonus. He has since enjoyed the free spins and generated winnings from the no-deposit bonus. 

We would like to refer you to the following clause in our General Bonus-related Rules: "18.The maximum withdrawal amount for any free bonus and free spins, is $100 unless mentioned otherwise. Unused winnings for a period of 30 days or more will be voided. "

Therefore, the winnings which were attached to the no-deposit bonus had been adjusted according to this term. 

As I keep saying , the free spins were on a totally seperate game that the casino chose , after the free spins I started using my own money on the wolf game in which I won the $3800 

At this moment it would be helpful to have a game history.
Caleb if you can please check your account and paste the history here.
I would like to ask Bonza Spins Casino to do the same.

Thanks.

if you have a look they have not even got the history on the game I played which was a wolf game and that I had already used the free spins on the game they made me play first, because after that is when I used my money to play the wolf game and is when I won the money, none of that is actually showing.

We would like to ask the Bonza Casino to reply to this complaint. We are extending the timer by 7 days. Could you please paste here the player game history from your side?

I attached the game history

Hello Caleb.  

As we're still waiting for casino's reply, I would like to ask you for a screenshot of your game history from morning 9.9. until 11.9.  From another case what we have, I know, it should be easy to find it, it should be under the Game tab. I believe this should help us with a resolution of this case. 

Thank you for cooperation.

Hello Caleb.

Could you please paste here screenshot of your game history from morning 9.9. until 11.9. This screenshot is crucial to solve the case.

Dear Caleb,

We are extending the timer by 7 days.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello , so I have tried to get the game history for you however if I do it online on my laptop it only will show me the last 7 days of game playing and nothing prior to that as I have attached a screen shot to show u, but when I access it on my mobile I can access via dates but it’s basically every press of the button and it is going to be at least 100 screen shots , so my question to you is , if I change a couple of me personal information off the acct I will be happy to give you access to have a look yourself , also is the outcome ever that the casinos pay the money or do they just get a bad review , and are they actually replying to you and what else can be done 

Hello Caleb.

What we need is to confirm that the winning spin was from your money and not from free spin.

Please be so kind and find this information in your history and make the screenshot.

Unfortunately, we can only lower the rating for this casino. Trying to solve the problem with the casino is a necessary step before contacting the regulator. In this case, there is no regulator, and the casino is operating without a license. However, they mentioned to me that they have a Curacao license just don't want to publish this info. (there are four major company issuing a license, and only one of them is responding. I am afraid that the chances that you will get your money are low)

Dear Caleb,

We are extending the timer by 7 days. Please, try to find the winning screenshot.

Unfortunately, without any proofs from at least one side, we are unable to decide on who has right in this case.

Therefore we are closing a complaint as an unresolved - uncertain case.

The player or the casino can reopen this complaint anytime. All that we need is missing proof.