Bons Casino - Os pedidos de retirada do jogador foram cancelados repetidamente.

48 nos of withdrawals of INR 49,000 each dated 15.10.2023 not processed till 2 continuous days.

As per bons withdrawal rules for bank transfer, withdrawal time seen and to be approved for payout within timeframe showing on withdrawal page

Nos of times withdrawal amount returned back to bons account.

Bons have nos of reasons for not processing payout request and everytime requested player to change withdrawal method too.

Nos of times I email as well requested to chat support for approving withdrawal request too

Bons are cheating with player and players money. Bons casino Licence must be cancelled website must be banned due to fraud and cheating with customers.

Dear kms150,

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.

• Have you made any successful withdrawals before?
• Could you please advise if you passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Have you made any successful withdrawals before?

Yes, withdrawals approved immediately for payout before this transactions

Could you please advise if you passed the KYC verification?

Yes NYC verification passed

Did you accumulate your winnings with or without an active bonus?

Without an active bonus

Thank you for your reply, kms150. Could you please advise when exactly you made the last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past? If possible, please post a screenshot of your withdrawal history here in this thread.

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 in advance.

Could you please advise when exactly you made the last successful withdrawal?

Before 15th October 2023, made the last successful withdrawal by bons casino

Which payment method to withdraw your winnings have you opted for?

Bank transfer

Was it the same one you used in the past?

Yes

If possible, please post a screenshot of your withdrawal history here in this thread.

No screenshot of withdrawal history. There were so many withdrawals.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Initially withdrawal processed means approved immediately for payout but after player winning amount increases, casino has all reasons that how to dealt with customer's winning amount.

Thank you very much, kms150, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello kms150,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Bons Casino to join the conversation and participate in the resolution of this complaint.

Dear Bons Casino, could you please provide an update on the withdrawal issue?

Best wishes,

Dominika

Casino.Guru

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. 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 (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru

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

Dear player, we have received information from the casino stating that you were paid. Could you please confirm whether you received the full amount? Your confirmation will help us proceed accordingly and potentially close the complaint as resolved.

Thank you in advance for your cooperation.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru