Bonanzino Casino - プレイヤーの出金リクエストが遅れています。

I currently have a balance of $5,117 on this casino site, but it has been several days since I made a withdrawal request, and the funds have not yet arrived in my account.

The issue is that there has been no action taken in response to my inquiry. The live chat is always unavailable, and although I received one email response, I have not heard back regarding my subsequent inquiries.

I would appreciate it if you could do something to get in touch with me.

こちらのカジノサイトで

現在$5,117の残高を保有しているのですが

出金申請を出してから日数が経過しており、まだ着金しておりません

問題はこちらの問い合わせに対して、なんらアクションが起きておりません。

ライブチャットも常時不在で、メールで連絡をしても1度だけ返信が返ってきただけで、その後の問い合わせには音沙汰がありません

何とかして連絡を取っていただきたい

Dear kassan7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bonanzino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please provide a screenshot of the withdrawal request as it appears in your player account with the status visible?
• Have you contacted casino support and requested assistance? With what result?
• Share screenshots here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

-Have you ever successfully withdrawn money from a casino?

I was able to successfully withdraw $888 once.

· Can you confirm that you have passed KYC verification?

I submitted the KYC, but I don't think I received an email informing me that I had passed.

-Did you use the bonus to save your winnings?

Yes. I used the bonus and won. However, I did not violate the terms of use.

The casino has not sent any such email.

- Can you provide us with a screenshot of the withdrawal request with its status displayed in your player account?

Just sent it.

Have you contacted the casino support for assistance? What was the outcome?

I tried contacting them multiple times via live chat but only got a response once.

Please share your screenshot here or send the info to my email address.

If necessary, we will send you evidence of any attempted contact by email, live chat contact details, and withdrawal request page.

What I am concerned about is that this casino site is completely ignoring all communication.

・過去にカジノから出金に成功したことはありますか？

一度だけ$888の出金に成功しました。

・KYC 検証に合格したことを確認していただけますか?

KYCは提出しましたが、合格したというメール案内も届いてなかったと思います。

・ボーナスを利用して賞金を貯めましたか?

はい。ボーナスを利用して勝利しました。しかし、利用規約に触れるような行為はしておりませんし

カジノ側もそのような案内のメールを送ってきておりません。

・プレイヤーアカウントに表示される、ステータスが表示された出金リクエストのスクリーンショットを提供していただけますか?

たった今送信しました。

・カジノサポートに連絡して支援を依頼しましたか？ 結果はどうでしたか？

ライブチャットで何度も連絡を試みましたが、1度だけ反応が返ってきました。

・スクリーンショットをここで共有するか、情報を私のメールアドレスに送信してください。

必要であると思われるメールで連絡を試みた証拠や、ライブチャットの記載、出金リクエストページを送ります。

私が問題視しているのは、こちらのカジノサイトは連絡を完全に無視されていることです。

I fully understand your frustration, kassan7. However, I will set the timer for an additional 2 days to allow the casino two full weeks to process the payment. If there’s no development by Sunday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

got it

I'll wait until Sunday

わかりました

日曜日までまってみます

As of now, no payment has been made and no email has been sent.

This site has Casino Guru on its homepage, so could you please get in touch?

現時点で振り込みはされておらず、メールによる連絡もありません。

こちらのサイトはカジノグルをトップページに掲げているので、連絡をとっていただけませんか？

Thank you very much, kassan7, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kassan7,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Bonanzino Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Isn't it unusual for there to be no communication at all?

Even when I contact support, all messages from CasinoGuru are ignored, right?

The homepage of this casino site features Casino Guru.

When I contact support without logging in there is no response, so maybe the operators of this casino site have disappeared?

It doesn't seem like they're intentionally not contacting me alone.

Is this a site that doesn't offer support and just provides a deposit window?

一切の連絡がないのは異常な状態ではありませんか

サポートへ連絡を入れても、カジノグルからの連絡も、全てを無視されてるのですよね？

このカジノサイトのトップページはカジノグルを掲載しています。

ログインせずにサポートへ問い合わせをしても反応がありませんし、このカジノサイトは運営者たちが消えているのではありませんか？

私だけに意図的に連絡をしてないようには思えません。

サポートがおらず、入金だけの窓口を作っているようなサイトなのでしょうか

Dear kassan7,

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 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. 

I am sorry we could not be of more help on this occasion.

Best regards,

Romi