Bons Casino - Player's balance was reduced.

My balance, which was around 12000, suddenly dropped to about 800, and I'm getting no response even when I ask for an explanation from support.

Dear pqjwyscmmd,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bons Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

Were you able to check your game history and transaction history in the casino? Was there anything unusual?

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,

Tomas

When you deposit 12,000 yen, you get 30 free spins on the video slot as a bonus, and you win about 700 yen with those spins.

After that, I repeatedly increased and decreased in video slots and live casinos, and when the balance returned to about 12,000 yen while playing Tom of Madness, I achieved the previous wagering requirement of 700 yen.

And when I immediately looked at the balance, there was only about 800 yen left, and about 11,000 yen was completely erased.

It's been about 2 hours since I contacted support and I haven't heard a single word. I would like to make a complaint about this as well.

Have you received any response from the casino since your last message?

Could you please specify which bonus have you received? Please provide us with a link or a screenshot of the bonus you redeemed. Kindly include specific terms and conditions of the bonus if rules are present.

Upload the information here or send it to my email at tomas@casino.guru

If you received any relevant emails or other responses from the casino, please send them as well so we may review them.

I'll await your message.

Dear pqjwyscmmd,

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.