Bonza Spins Casino - Bonusové výhry hráče byly zrušeny.

I won 5000 and they voided it as i bet 12.50 and they said in the terms and conditions i was only allowed to bet 7.5 . The only bonus i got was 37.5 and i dont want to loose 5000 over 37.5

Dear Em,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.bonzaspins.com/en/terms-and-conditions:

"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, 8 NZD, 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. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Could you please forward your game and bonus histories? My email address is petronela.k@casino.guru. Which exact bonus you have redeemed and played?

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

Best regards,

Petronela

Additional comments from the player:

"Hi i claimed a bonus of 37.50 when i deposited 50. I bet 12.50 hours after wagering the bonus amount. This is extremely unfair over 5000.i won the 2838 first and changed games and won the 5000 only doing a few 12.50 bets."

Please understand that until you place a request for a withdrawal your bonus is active; hence, all the bonus rules must be followed. 

Could you please forward your game history?

Dear Em,

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.

Additional comments from the player:

"hi pertronela

is this enough information? I won money on one game and went to withdraw, I cancelled it and continued to play and won the 5000. The bonus was for a 50 deposit. I got a bonus 37.50 and the bonus was wagered when I won the first amount of 1800 so I don't know why they are declining the last deposit.

can you please contact them and see if there's any sort of even negotiation as that is such a large amount of money to void over a 37.50 bonus.

thanks,

emma"

Thank you very much, Emma, for forwarding the relevant screenshots however, I still didn’t receive your game history. Nevertheless, since you are aware of placing "a few $12.50 bets" after you have cancelled the first withdrawal, I’m afraid there is not much we can do for you. If you haven’t cancelled the first requested payment it would never happen. Unfortunately, all your winnings were accumulated while the promotional was active hence, the bonus T&Cs should have been followed the whole time. Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Em,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

We’ve rejected this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.