Bonza Spins Casino - 플레이어의 보너스 상금이 무효화되었습니다.

Upon checking, on the 11th of December, you have claimed a deposit bonus of $100, therefore the maximum bet allowed should not exceed $8.

Our Audit team found bet/s of $8.75 and $10while the bonus was active which clearly breach our Bonus Terms & Conditions.

All your winnings from the breach have been voided accordingly and your legit winnings of $200 plus the last deposit of $100 (total of $300) has been returned to your casino balance which you can withdraw anytime.

Please find time to also visit our Bonus and General Terms & Conditions to avoid any inconvenience in the future.

* Please note that the system time is based on GMT while your account history follows your local time zone.

Best regards,

Payments Team

Hello Lillian,

We have received your withdrawal request. However, it has been denied by our Audit Team.

Please be advised that during the verification of your withdrawal, they have noticed that our Bonus Terms and Conditions were breached.

Please be reminded that: 

"13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Dear Lillian,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear Lillian,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting 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.