Bons Casino - Player’s winnings have been confiscated.

On 12/22, the Bons Casino confiscated $1700 from me.

This was on the grounds that violations of Terms of Use Rules 30.1.7 and 10.2 had been discovered.

However, although I withdrew $3000 once, it was abruptly confiscated.

Dear jiabenkui7,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Bons Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what kinds of bonuses you took?

Could you kindly advise what types of games you played? Was it slots, live casino games or did you participate in sports betting?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear jiabenkui7,

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.

200% get $500.

I deposited $250.

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I played 888 Dragon for $5.

Thank you very much, jiabenkui7, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you jiabenkui7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bons Casino for their help in resolving this complaint. We would like to know why were the player's funds confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter