Dear Askgamblers!
I registered to BonanzaGame casino due the good reviews I found on your site, and I was very pleased when I cash out my first winnings from the casino. I deposited via Netteler on May 14, and via Skrill on May 21. I uploaded my ID, a selfie with my ID, and my address card to my casino profile. My identity/account was verified in a couple of hours.
On 19th May I made 4 deposits with my VISA card (315 USD), and managed to go up to 1000 USD. Then I started a cash out, which was rejected by the financial service on the 20th May. They asked a copy of both sides of my credit / debit card and ID (I had to send my ID again). I sent them urgently, and asked the support to inform me how long the review of the documents usually takes.
They told me, that unfortunately, they can not specify exact dates. After that I continued to play and won a major sum.
After 4 days I asked again when they will be ready, and I was told, that they are "trying to finish" all checks before 2017-05-31. I had to wait, so accepted that they are planning to open my e-mail and check the copy of my own VISA card in 12 days. That seemed a little wired in the 21th century to me, but whatever...
After a few more days I tried to ask the support again - only for my information - about the steps of the security procedure to be able to understand why it takes so long to verify my VISA card, but I did not get any answer.
Yesterday I got an e-mail in which I was told, that the casinos risk management found up my account as medium risk one, and they asked me to abstain playing in the casino in further.
I was really shocked and I wrote this letter:
"Dear Bonanza Game Management!
Of course I will abstain to play in your casino in further, if this is the decision you made.
But please specify why did you come to this result.
I think, I am only one of your lucky players that you encouraged and supported even in your promotional material. When a player named Alexander won 33 750 USD, you congratulate him like this:
"P.S. We are very happy when in addition to pleasure of the game our players receive major winnings. Bonanza Game works daily on improving the quality of service, diversity of games and bonus policy."
So I would be glad to make clear these things, you are very welcome to check my computer, or any document as you dare I would be happy to send to you, to make this thing clear.
Just because, I think I was only one of your lucky players, and I played fair, I did not violate any term or condition given by your casino.
To be honest I really liked this place, because the good reflections the players gave on askgamblers.com, and I was very satisfied with the support too. I'm not a bonus hunter either, or a blacklisted person, or anything like this.
When I started a withdrawal of my funds, my account was already verified, only my VISA card was needed to be checked. I sent all the required info, a copy of my bankcard, my ID. After that, nothing happened for more than 10 days (from 20th May.).
Please give detailed reasons of your decision, and make me possible to withdraw my winnings. I understand, that I'm not allowed to play at your casino in the future, but I don't understand why, so please honor me with your answer.
I'm sure we will find a solution (...)
Kind regards,"
I got an answer today, that they are very pleased on my positive feedback. Nothing else happened, my VISA card verification is still in "progress".
I have all the e-mails, chats, screenshots, and wagering data (I wagered much more than I won) provided by the casino support from my last casino session. I can send any additional document If anyone tells me what to send and where, to facilitate this procedure.
Thank you Askgamblers for help in advance!
Note:
This complaint should be considered resolved when I was able to withdraw all the funds from my BonanzaGame Casino account.
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