The player from British Columbia claimed that after depositing 15 and receiving 75 free spins, her balance unexpectedly decreased from 475 to 225 despite her winnings. When she attempted to cash out 1000, her withdrawal was canceled, and she learned she could not withdraw more than tenfold her deposit, which she disputed. The casino had not provided satisfactory explanations regarding the bonus and had ceased communication. The complaint was rejected due to the player's failure to respond to the Complaints Team's inquiries, which had prevented further investigation. After the complaint had been reopened, the Complaint Team has tried to reach out to the casino, however, after numerous attempts, their requests were ignored. This motivated the Complaint Team to close the complaint as unresolved.
Gonzo Casino - Player's withdrawal is canceled and account balance is affected.
Black points: 331
Amount: $1,500
Gonzo Casino
Safety Index:Below averageNo reaction
UNRESOLVED
Case summary
I deposited 15 and received 75 free spins. I was playing Flowers and then I got over 500. Around 475 it said my bonus was discharged, I noticed my balance all of a sudden went from 475 to 225. So I kept playing and got up to 1375.00 and decided to cash out 1000. When I asked what other documents they needed they start sending me the same two messages over and over. I then see my withdrawal is canceled but not in my account plus the 275 I had now was 150. They said that I am not allowed to cash out more than 10 fold what I deposited. And I said so ur ripping me off and I asked to see where it says that in their terms and conditions and got told that is how it goes.! I kept trying to explain that bonus was discharged and they took money from me for it, which I didn't understand and they pretty much cut off the messages after that.
Hello cn57070,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gonzo Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Was it the first bonus you claimed in the casino?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Dear cn57070,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Yes my account was verified at the time I attempted to cash out. But they had most verified documents because of a previous attempt to cash out. It was not the first bonus I had received before. I had one the the first time I ever tried to cash out a win but they didn't mention any of the "new" rules they were claiming this time. And last time I spoke to them was a week ago regarding this issue but nothing came from it.
Hello cn57070,
Would it be possible to forward your full betting history to [email protected] for further review.
A cap on such bonuses is very common and nothing unfair. However, as your balance was capped once, it should not have been capped the other time.
Will be awaiting your response.
Regards,
Nick
Dear cn57070,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello cn57070,
I haven't receive any e-mail from you so far.
If you claim you did send it, can you please clarify from which e-mail address?
Regards,
Nick
Dear cn57070,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Thank you cn57070 for all the information provided. I will now forward your complaint to my colleague Pavel ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello, cn57070!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
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. Normally, I would recommend you contact the Comoros Gaming Authority via the "File a complaint" field on the badge page and submit a complaint to them, however, the casino has chosen to hide the badge from their page so the players cannot lodge complaints with the regulator, so I cannot give you a link to it. I am sorry I could not be of more help on this occasion.
Best regards,
Pavel Kaczynski
