Bonza Spins Casino - A retirada do jogador está severamente atrasada.

I have recently requested a withdrawal from Bonza and despite doing everything they've asked, I am still waiting.

A bit of background.. I have been a player at Bonza for many years, depositing a substantial amount of money or withdrawing multiple times. I have recently Become a VIP And since this time have had nothing but problems. My last withdrawal was as a VIP and again it was slow and I had to chance them up daily.

This time my withdrawal is a little more than usual so I understand it can take time but firstly they asked me to provide certified copies of documents they already have and I have withdrawn with a number of times and I had 24 hours to do so or the funds will be back in my account. The email also said this was required to be able to process my withdrawal. There was no 24 hours wait time, They just put the funds straight back in. I printed out the documents they were requesting and got the documents certified and sent through to them the next day. 2 days later I received an email saying they had verified the paperwork and my account was fully verified with the certified copies and that's all they require for the withdrawal to be processed. This was a week ago now and my requests are still sitting in my account as pending.

They have no live chat so I have sent message after message after message. It takes them atleast 24 hours (sometimes longer) to get back to me and it's the same story 'It's with the payments team and they will let me know if they need anything else'.

The amount I am waiting on is $12,000 and they only process $6000 a week so even though it's been so long, I still have to have this paid out over 2 weeks. I have had enough and just want my money which I won fairly.

Can you please help?

Dear Driller01,

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.

• Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Did you use the same withdrawal method in the past?
• Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Thank you very much for your prompt response Kristina.

Here are the answers to your questions:

Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed?

Last successful withdrawal was 1 February. And this took about 7 days to receive and was for the amount or $5000 (This is the max amount you can withdraw per transaction)

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Which payment method to withdraw your winnings have you opted for?

I use the same withdrawal method everytime which is bank transfer.

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Did you use the same withdrawal method in the past?

Yes - same deposit method and same withdrawal method

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Have you accumulated your winnings with or without an active bonus?

I started on a bonus and fully wagered this and continued playing for sometime after this and that's when I won the larger amount of money.

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Thank you for your help and I hope you are able to assist me.

Hi Kristina,

Is there any update on my complaint?

Thank you

Thank you for your reply, Driller01. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Driller01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.