Bonanzino Casino - プレイヤーの撤退が遅れています。

On 12/20/2024, I deposited into my Bonanzino Casino Account using crypto (BTC) of which I utilized my "First Deposit Bonus" and after fulfilling the wagering requirements on the deposit bonus I won a total of $1200.00.

I then decided to submit a withdrawal request on the same day for $999.00 because due to the casinos T&C's anything over $1000.00 the request may take a little longer as it'll need approval from the casino manager. Otherwise anything under $1000.00 it'll be processed within 24 hours for approval but that's not what the casino chat support told me as anything $500.00 and over will need approval from management of which I had canceled my request to $499.00 since chat support said I wouldn't need to wait on management approval and would process within 24 hours for payment.

Now today is 12/30/2024 of which I've chimed in with chat support as that's the only communication channel that I get a response from unlike the email address that's posted on the casino site under "Contact Us" (support@bonanzino.com) which I've emailed several times regarding my withdrawal payout but no response.

Casino chat support seems to provide positive expectations saying that my withdrawal request has been approved and is in "processing" status of which the payment team is on it and to expect payment soon. But with the couple times chiming into support the last couple of days to today now I'm told not to worry that my winnings will be paid out and that some banks are closed through holiday season which is why it's taking a bit long.

Thank you for taking the time to read my issue with Bonanzino Casino and I hope you'll be able to assist me in resolving the matter at hand.

Happy Holidays to you all at Casino Guru!

Respectfully,

Edward Matanane

Attached are screenshots of when I made a deposit and the withdrawals I've requested and canceled (declined) on my behalf.

Dear Fokai702,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Kristina,

First off I would like to thank you all at Casino Guru for taking on my complaint with Bonazino Casino in hopes of resolving the matter at hand.

I totally understand the other circumstances that may delay the withdrawal request of which may be out of their hands to fulfill the requested payouts at the moment.

I've been patient enough to their time-line but when T&C's have been fully complied with and met along with real money being at stake best believe I'm going to inquire every day till I get my payout or unless told truthfully about the situations that are delaying my payout.

I had encountered a few online casinos that have taken some time to pay me out of which the longest wait was about 2 months for payment. So I have no doubt I'll be getting paid, but would expect the truth from casino support and management explaining the delay.

I'll be waiting patiently for a response from Bonanzino Casinol via the inquiry on my behalf.

Appreciate you all!