Bons Casino - Player's withdrawal is delayed and winnings are confiscated.

As soon as I deposited at the casino, I received a free spin bonus and thought I won over $260. However, the last spin didn't process, and my account balance didn't reflect the winnings.

When I inquired about this,

they told me it was a provider issue.

Later, when my deposit grew to over $1000 and I attempted to withdraw, they said I couldn't because the previous bonus was still deemed active. I had made bets that easily completed the 20x wagering requirement.

I was advised to wait a bit, so I did for a day but nothing was resolved. After waiting for 3 weeks, they offered a replacement free spin,

which was 70 spins at $1 each with another 20x wagering condition.

I initially won nearly $260 with the bonus and wagered more than required thereafter.

Yet, they refused to process my withdrawal

and left me waiting for 3 weeks, only to present unreasonable terms. This is completely unacceptable.

Dear kepiciodeltoro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.  Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify what happened with the winnings you accumulated with the deposit? Are they still in your casino account?
• Did you accept the offer and play with the new set of free spins?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

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 900 complaints.

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

Despite the fact that they clearly stated that the inability to pay winnings and the newly awarded free spins are separate issues,

Later on, they revealed that it was actually the same thing.

The casino said they could not provide any guarantees and that there was nothing more they could do.