FAQ
Registering at Bonanzino: A Step-by-Step Guide
To create your account at Bonanzino, follow these simple steps:
Read the Eligibility and Registration Rules: Ensure you understand our requirements and policies before proceeding.
Visit the Registration Page: Here, you will need to select a username and password, as well as enter your email address. This information will be used for all future logins.
Make Your First Deposit (Optional): To make a deposit, we will need to collect some personal information to verify your identity, including your full name, address, phone number, and date of birth.
Eligibility and Registration Requirements
Age Requirement: You must be at least 18 years old to register and play at Bonanzino.
Authorization: You must read and consent to all published Terms & Conditions and have authorization to use a valid payment method accepted by Bonanzino.
Jurisdiction: Online gambling may be illegal in your jurisdiction. It is your responsibility to know if national or local laws prohibit gambling over the Internet in your jurisdiction.
Employee Prohibition: Employees of Bonanzino are prohibited from participating.
Registration & Participation Rules
Single Account Per Person: You are only allowed to register once per person.
Multiple Accounts: A maximum of two accounts per household is allowed if the second player in the household has received written permission from Bonanzino management. Multiple accounts are strictly forbidden and will result in all accounts being disabled and all funds forfeited.
Player Profile and Management
Permanent Profile: Your registration information becomes your permanent player profile with Bonanzino. You can view and edit this information via the Account tab.
Restrictions: You can manage any restrictions you wish to place on your account, such as reducing daily/weekly/monthly deposit and wager limits. Please note that you cannot increase your limits above standard. Requests for increases must be directed to the Customer Support Team and are subject to a 24-hour cooling off period.
Player Alias Changes
Frequency: Players are permitted one alias change every six calendar months, based on a rolling calendar.
Availability: There is no guarantee that the alias you previously had will still be available should you request it again. All requests for alias changes must be submitted to our help desk.
By following these guidelines, you can ensure a smooth and enjoyable experience at Bonanzino. If you have any questions or concerns, please feel free to contact our Customer Support Team.
Depositing to Your Account
Deposit Methods and Limits
We offer a variety of deposit methods to suit your needs. The minimum deposit amount is $/€20, and the maximum is $/€500. You can deposit up to $/€1000 per hour, $/€2000 daily, $/€4000 weekly, and $/€10,000 monthly. If you want to lower your deposit limits, you can do so through the Account tab. For any changes to deposit limits, please contact our Customer Support Team.
Refund Policy
Technical Malfunctions
If a game does not function due to a technical issue, we will issue refunds to all players in the game as soon as possible. We do not refund deposits, but you can withdraw your deposited funds at any time if you meet the withdrawal eligibility requirements. If you have any questions, please reach out to our Customer Support Team.
Governing Law
Our Refund Policy and all its components are governed by the laws of Curaçao and the courts thereof.
Withdrawals
Access to Funds
You always have access to your funds and can redeem your winnings at any time, provided your account is current and in good standing. An account is considered in good standing if it is open and there are no pending or ongoing investigations associated with the account.
Verification
Before approving any withdrawal request, we may ask you to provide certain identification documents (e.g., copy of DNI, passport, recent utility bill, purchase agreement, debit or credit card, etc.). This information will never be shared with third parties and is protected by our Privacy Policy. It is your responsibility to ensure that all documents provided are genuine. Providing fake or fraudulent documents may result in the confiscation of deposits and potential winnings.
Registration Information
Please ensure that your registration information matches the billing information provided to our Finance department. Any inconsistencies may result in delays in receiving redemptions. For privacy and security reasons, email correspondence will be limited to communication with the email address registered on your account. You are responsible for keeping your email address current.
Withdrawal Procedure
To make a withdrawal, you must play through your active deposited amounts at least once before the withdrawal. This is in line with Anti-Money Laundering practices.
Minimum and Maximum Withdrawal Amounts
The minimum withdrawal amount is 20 €/$ or currency equivalent. Withdrawal processing times can take up to 24 hours. Withdrawals over 1,000 €/$ are subject to management approval and may require additional time for processing. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used. Daily, Weekly, and Monthly Withdrawal Limits The maximum withdrawal amount processed to a player is 2,000 €/$ per day, 5,000 €/$ per week, and 15,000 €/$ per month, unless otherwise specified in the Terms and Conditions of a specific promotion. If you win more than 15,000 €/$, we reserve the right to divide the payout into monthly instalments of a maximum of 15,000 €/$ until the full amount is paid out. Exceptions to withdrawal limits may be made to players with a higher VIP level at our sole discretion.
Payment Method
Withdrawals will be made using the same method that was used to make your last deposit, unless that method does not support withdrawals. In such cases, withdrawals will be made via bank transfer, and all processing fees are your responsibility.
Withdrawal Requests
You may only make one withdrawal request in any withdrawal period. You may not submit more than one request in any 5-day period, regardless of whether or not that request is canceled, flowed back, or processed.
Bonus Forfeiture
All bonuses in your account are forfeited when you request a withdrawal. Partial or total cancellation of a withdrawal is made by clicking on the pending withdrawal, entering the amount to cancel, and clicking on FLOW BACK. Note that full or partial flow backs are not considered deposits and do not count as deposits for purposes of qualifying for promotions, tournaments, draws, and other special offers.
Incorrect Crediting
If we mistakenly credit your account with winnings that do not belong to you, whether due to a technical error in the pay-tables, human error, or otherwise, the amount will remain our property and will be deducted from your account. If you have withdrawn funds that do not belong to you before we become aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us. In the event of incorrect crediting, you are obliged to notify us immediately by email.
Guidelines for Bonus Funds
Bonus Funds are not available for withdrawal, nor are they transferrable. Bonus may be used on selected Casino Games. All Bonus won or acquired in any way must be used within the expiry date indicated on the active bonus. Unused bonus will be automatically removed from player accounts.
Please refer to our Bonus Policy page for further details.
Complimentary Bonus funds are extended to players as a means of supplementing their play time and are not intended to replace cash deposits and wagers. Manipulation of our bonus structure to preclude new cash deposits and facilitate continuous redemptions is considered an abuse of intention. Players exhibiting this behavior may have bonus privileges suspended at the discretion of management.
Bonus Funds Guidelines
Bonus Funds are not transferable and cannot be withdrawn. They are intended to enhance your gaming experience and are not meant to replace cash deposits. All bonuses must be used within the specified time frame, and unused funds will be automatically removed from your account. For more detailed information, please refer to our Bonus Policy.
Claiming Prizes
Prizes are automatically credited to your account. You can use your winnings to play more games or request a redemption. If your win exceeds $/€2500, we may need to review the game before crediting your account. Our game server results are considered valid in case of any discrepancies.
Disputes
We strive to provide a fair and entertaining gaming experience. If any issues arise, we will promptly and impartially resolve them. However, please note that our decisions regarding disputes are final. For more information on disputes, please see our Terms and Conditions.
Customer Support Team Guidelines
To ensure efficient support, all queries and complaints must be submitted through our Customer Support Team. We aim to respond to all support tickets within 24 hours. Spamming or harassment of our support team is not tolerated. If you are dissatisfied with the outcome, you can draft a follow-up support ticket explaining your concerns. Please do not discuss support issues in chat rooms.
Account Closure
You can close your account temporarily or permanently:
Temporary Self-Exclusion: Go to your Account and select "Close Account." Choose an exclusion timeframe. Note that at the end of this period, you must contact our Support Team to reopen your account.
Permanent Self-Exclusion: Go to your Account and select "Close Account." If there are remaining funds, we will automatically initiate a withdrawal. If the amount is under $/€1, we will donate it to charity. If you wish to reopen your account in the future, you will need to contact our Customer Support Team.
Termination of Account
We reserve the right to terminate your account at any time for any reason. If we terminate your account, all bonuses will be forfeited, and any cash balance exceeding the minimum withdrawal amount will be returned to you, provided you have made a deposit to that account. For more details, please see our Terms and Conditions.