The casino blocked my account after I turned over the bonus and wanted to withdraw the winnings of PLN 7900, they accused me of a duplicate account, although I'm sure it's not true, no one in the family has an account there either. They haven't given any evidence of the allegation, they don't even want my documents to be verified. I'm sure I didn't make any mistakes and I didn't break any rules. please help

Dear paulinakow8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

If there’s any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela

No one in my family has an account at this casino, I didn't verify it because in the chat they assured me that it was not needed for withdrawal, I played with a bonus after the deposit that was turned over.

Thank you very much, paulinakow8, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([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.  

Hello, paulinakow8,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bonanza Game Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bonanza Game Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address ([email protected]).

Thank you in advance for providing the information.

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.

Dear paulinakow8,

Just letting you know that I was in contact with the casino representative recently. Unfortunately, there was an inactive email address set up for notifications in our system, so the casino was informed about this complaint only a week ago. Therefore, I am waiting for the information about an active and valid email address, and I am waiting for the requested information and details regarding your issue as well.

Now I will extend the timer by several days once again and will inform you once I have any news or updates.

However, please note if we do not receive any relevant details from the casino until the current timer expires, the complaint will be closed in accordance with the information in my previous post. I informed the casino representative about it too.

Thank you for your patience and understanding.

Dear paulinakow8,

Unfortunately, I have not received any update or details regarding your issue until now.

I am afraid there is not much that can be done without the evidence from the casino. Now I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to [email protected]. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

However, the casino representative was able to help me resolve another case with Bonanza Game Casino without problems, and he informed me that he was still waiting for the necessary information and data from the casino departments in charge. Therefore, frankly, I believe he will contact me in the near future regarding the matter, once he gets the requested details, and the complaint will be reopened and reviewed.

In case of any questions or news regarding your issue, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, www.kpvfaw.com

Greetings all,

Based on the information and evidence received from the casino representative recently, we decided to reopen the case and update it accordingly.

Dear paulinakow8,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. In addition, the casino confirmed that your deposit was refunded. The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at [email protected].

Thank you very much, Bonanza Game Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, www.kpvfaw.com