Bonza Spins Casino - 플레이어의 보너스 상금이 무효화되었습니다.

I have deposited AUD500 and received AUD350 bonus.

So i played with 850 and won 2000. When trying to withdraw 2000, they rejected and put back my original deposit 500 into bonza account.

Dear Ansari,

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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear Ansari,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello Ansari,

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:

"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."

Upon checking, on the 14th of September, you have received a free bonus of $1.67, therefore the maximum bet allowed should be less than $0.33

Our Audit team found bet/s of $0.50, $0.60, $0.75, $0.80, $0.90, $1, $1.50, $1.60, $2 and $3 while the bonus was active which clearly breach our Bonus Terms & Conditions.

All your winnings have been voided accordingly and your last deposit of $500 has been returned to your balance.

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 Ansari,

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:

"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."

Upon checking, on the 14th of September, you have received a free bonus of $1.67, therefore the maximum bet allowed should be less than $0.33

Our Audit team found bet/s of $0.50, $0.60, $0.75, $0.80, $0.90, $1, $1.50, $1.60, $2 and $3 while the bonus was active which clearly breach our Bonus Terms & Conditions.

All your winnings have been voided accordingly and your last deposit of $500 has been returned to your balance.

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

Thank you, Ansari, for the forwarded email. Could you please send me your deposit/cashier and bonus histories? My email address is petronela.k@casino.guru.

Hi Petronela,

I am unable to retreave bonus and deposit history from Bonza spins, because we can only see last 7 days history.

Regards,

Ansari

I understand. Could you please advise if you are aware of redeeming the alleged free bonus of $1,67 or it has been activated automatically inside your account?

When exactly was the deposit of $500 placed?

Thank you in advance for your reply.

I understand. Could you please advise if you are aware of redeeming the alleged free bonus of $1,67 or it has been activated automatically inside your account?

Answer

I am not sure but it may be activated automatically inside my account.

When exactly was the deposit of $500 placed?

15/SEP/2021

Thank you very much, Ansari, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Ansari!

From now on, I will take care of your complaint. I would like to invite representatives of Bonza Spins Casino into this complaint in order to help us resolve the issue.

We would like to ask 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’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way and further cementing it's reputation in lower ranks on our website.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.