Bonanza Game Casino - Spelarens uttag markeras som "Kontanter" istället för Jeton.

Hello, I withdrew €123 via Jeton yesterday, and the money was in my Jetonbank account today. I then initiated a second withdrawal of €156.21, again using Jeton. I've only ever deposited via Jeton at this casino, and according to their terms and conditions, withdrawals must be made using the same method as deposits.

I can now see in my account that the withdrawal has been processed, but the payment method is listed as "Cash." What kind of payment method is that supposed to be? The money should be going to my Jetonbank account, as stated in the terms and conditions.

I hope someone can help me here.

Hallo, ich habe gestern 123 Euro via Jeton auszahlen lassen und das Geld war heute auf meinem Jetonbank Konto. Danach habe ich eine zweite Auszahlung veranlasst in Höhe von 156,21 Euro. Ich habe ebenfalls mit Jeton die Auszahlungsanfrage gestellt. Ich habe bei diesem Casino immer nur via Jeton eingezahlt und laut AGB heisst es auch, dass bei Auszahlungen die gleiche Methode genutzt wird wie bei Einzahlungen. 

Jetzt sehe ich in meinem Konto, dass die Auszahlung bearbeitet wurde, aber als Zahlungsmethode steht da "Cash". Was soll das bitteschön für eine Zahlungsmethode sein? Das Geld sollte auf mein Jetonbank Konto, so wie es auch in den AGB festgeschrieben steht.

Ich hoffe mir kann hier geholfen werden. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AK1982888,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Bonanza Game Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that you have not received your withdrawal to your Jeton account, please?
• Have you contacted casino support to inquire about the meaning of this cash transaction?
• Have you accumulated your funds with the help of bonus, please?

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,

Katarina

Hello, I received the money today. The problem is solved. Thank you very much.

Hallo, das Geld habe ich heute erhalten. Das Problem ist gelöst. Vielen Dank.

Dear AK1982888,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru