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I've been trying to withdraw for almost a month now, speaking daily with the support team. They give various excuses and continuously reassure me that they will resolve the issue. However, every time I request a withdrawal, the money doesn't get transferred to my account and just goes back to the website balance. They are simply not paying out and yet are keeping my deposits.

Ja estou a quase um mês tentando sacar, falo todo dia com o suporte eles dão várias desculpas diferentes, dizem que devo aguardar que vão resolver mas simplesmente toda vez que solicito saque ele não chega na minha conta e volta pro saldo do site, simplesmente não pagam e ainda ficam com os depósitos feitos.

Hello lunamatos2623,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bons Casino BR. 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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, my account has been verified since last week, I even received an email confirming it, and the amount I'm trying to receive doesn't have a bonus and it wasn't, in the last contact with support which was yesterday I asked how long it takes for the pix to drop and the customer service representative He responded for 2 hours, I was waiting when he arrived, it was a little over an hour and he came back again for the casino balance.

Sim minha conta está verificanda desde semana passada já até recebi um e-mail cofirmando, e o valor que estou tentando receber não tem bônus e nem foi, no último contato com o suporte que foi ontem perguntei quanto tempo leva pra cair o pix e atendente respondeu 2 horas, fiquei esperando quando chegou passou um pouco da hora e voltou novamente para o saldo do cassino.

Hello lunamatos2623

Would it be possible to forward a screenshot of your pending withdrawal and the communication with the casino to nikolas.b@casino.guru?

Hello lunamatos2623

As I can see your withdrawal is pending for less than 2 weeks. Please keep in mind that we recommend to wait at least 14 days for a payout to arrive so let us know once it would take longer.

Dear lunamatos2623,

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.