Bons Casino - Os ganhos do jogador foram confiscados sem provas.

Title: Bons Casino confiscated €2,000 winnings without proof, citing false "bonus abuse"

Complaint:

On 7 August 2025, I deposited €200 at Bons Casino and claimed their welcome bonus. I completed the full wagering requirements betting strictly between €7–€12 per spin, fully within the stated terms. After wagering, my balance was €7,400.

According to their bonus rules, the maximum withdrawal from bonus funds is €2,000. I expected my balance to be reduced to €2,000. Instead, the casino confiscated the entire €2,000 and left only my original €200 deposit.

They accused me of violating Rule 10.2 ("bonus abuse") but have provided no evidence whatsoever. I have complete gameplay records proving I followed all terms, and they have not identified a single specific breach.

This is not an isolated incident — many other players have reported identical treatment from Bons Casino. I am requesting the immediate reinstatement and payout of my €2,000 winnings.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played?

Could you please forward me the gameplay history in Excel format, starting from the moment you activated the welcome bonus, up to the point your balance was confiscated?

Have you contacted customer support to ask how you allegedly abused the bonus?

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

Best regards

Veronika

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I have contacted Bons Casino and requested my complete gameplay history in Excel format so that I could provide it for this complaint. However, the casino has refused to send me the data and has also refused to temporarily restore my account so that I could download it myself.

They claim that they "cannot provide game history" due to alleged rule violations, but this is not a valid reason to deny access to my own personal data. In my view, this refusal only strengthens my suspicion that they are wrongfully withholding my funds and potentially engaging in fraudulent behaviour.

Thank you very much 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 rikuulelo3 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 the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear rikuulelo3,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter