Bons Casino - The player struggles to withdraw his winnings.

Hi,

I had made a first withdrawal from this casino of Rs2440.

I Uploaded on the documents for my KYC and the verify them too.

After the verification they processed my 1st withdrawal of rupees 2440.

Now I redeposited 2440rs again to play and win more without claiming any bonuses.

Now I balance is Rs3395. I made a withdrawal and now they are saying that I had breached a term of opposite betting to wager my bonus.

Now my only question is at 1 point of time they are saying that I had breached the term of opposite betting and secondly they are saying that I had done fraud betting to wager my bonus.

When I have not claimed any kind of bonuses why Am I going to do any such kind of biting?

This act of casino shows that they don't have the capacity To pay the withdrawal money because even after kyc done They are asking me to upload the documents again for my 2nd withdrawal to be processed.

I just want casino guru to help me get my 2nd withdrawal at any cost because this casino is not worth of retaining users. They start doing fraud.

Hello Harsheet99,

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 since when is your account fully verified? Did you play casino games or sports betting? When was the last time you speak to the casino and what was it about? Did they provide any proof of the opposite bettings?

Looking forward to your answer.

Regards,

Nick

Hi,

My account is fully verified.

I played live casino games.

Last time I spoke to the casino was this morning.

The casino didn't give me any kind of proof opposite betting. They said their security department has found breach on my account.

My only concern is its a technical tool. It is possible that there is a fault in the tool so it's showing false allegations.

Thank you Harsheet99 for all the information provided. As we will require more information from the casino, your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Harsheet99,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bons Casino representatives to join this conversation and participate in the resolution of this complaint.

Dear Bons Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Best regards,

Tomas

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.

Dear Harsheet99,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of Bons Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

First of all, I want to thank Bons Casino for bringing our attention to the final outcome of this case.

As the player has played their balance down to zero, thus I’m now rejecting the complaint.

However, Harsheet99, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Tomas