Bons Casino - Player's winnings were confiscated.

I deposited $250 in order to receive a bonus of 200% up to $500 and started playing. After meeting the betting requirements, my balance reached $3522. However, when I applied for a withdrawal, all of it was confiscated on the grounds of suspicious and advantageous betting. I argued that the reason for confiscation was unjust, but my appeal was dismissed, stating that the decision was final.

Hello yasumasa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bons Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus abuse did the casino accused you of? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Your account is already verified. I don't know exactly, but I think it will be around October 2023. The reason for confiscation is violation of Terms of Use 30.1.7. I don't know much about it because I wasn't given any more details than that. The last time I spoke with the casino was on December 22, 2023, when I filed an objection and requested further explanation, but my request was refused.

Hello yasumasa,

Can you please advise if you did play casino games or sports betting and what kind of bonus did you use exactly (sport or casino and a link of it)?

I was playing Dreams of Gold for 10-20 dollars and Santa's Gift Rush for 12 dollars using bonuses. Since there is no bonus link left, I have attached a screenshot of the email.

Hello yasumasa,

I've checked the casino conditions and found out that you can bet maximum of 20% of your bonus received - in your case 10 dollars. However, it isn't stated anywhere that they would confiscate your balance only reduce the wagering contribution of the bets. Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Transferred

Thank you yasumasa for all the information provided. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello yasumasa,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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. Here is how: https://casino.guru/licensing-authorities/curacao-license-3 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 (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Dear yasumasa,

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.

I would like to sue the licensee as a fraudulent site that is unfairly confiscating the site because Bonds Casino does not provide any evidence or respond to discussions. Is there a good way to do so?

The best thing you can do is to file your complaint with the licensing authority. They will reach out to the casino and look into the matter. If the casino chooses to ignore them, they risk losing their license. Additionally, the decision of the licensing authority is final for the casino.

Submitting a complaint to the licensing authority is free of charge. However, legal action may still be pursued even after the authority's decision. It is worth considering this option.

Dear yasumasa,

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.

How do I file a complaint with the licensing authority?

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator.

Dear yasumasa,

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.

Emails are ready to send at any time

Thank you for confirming. I am now closing this complaint as unresolved, with the status: waiting for the regulator's decision.

Dear yasumasa,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear yasumasa,

We are extending the timer by 7 days.

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.