Bons Casino - El bono del jugador ha sido cancelado.

My bonus was cancelled because of alleged suspicious activity while I was using it

I was not given any reason, only informed that this was the final decision.

ボーナスを利用中に不審な動きがあるとの理由でボーナスがキャンセルになってしまいました

理由を教えてくれず最終決定としか連絡が来ません

Hello koikoi,

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 if your account is already verified and if yes, since when exactly? Did the casino refund your deposited money? Was your bonus wagering already finished when they confiscate the balance? When was the last time you spoke to the casino and what was it about? Did they specify the "suspicious activity"?

Looking forward to your answer.

Regards,

Nick

Dear koikoi,

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.

Account verification has not been completed as I have not made any withdrawals yet.

The balance deposited to the casino has not been returned.

Also, the bonus was suddenly confiscated while I was using it, so I haven't completed the wagering conditions.

I have no idea why it was confiscated, only that there was suspicious activity.

The account itself has not been blocked, so I don't think it's a violation of the Terms of Service.

アカウントの認証はまだ出金したことがないので終わっていません

カジノに入金した残高は帰ってきていません

またボーナスの利用している最中にいきなり没収されたのでかけ条件は終えてはいません

没収された理由が不審な動きがあったとだけしか聞かされておらず理由はわかりません

アカウント自体はブロックされてはいないので利用規約の違反ではないと思います

Hello koikoi,

Would it be possible to forward your betting history from the date you played with the bonus to nikolas.b@casino.guru?

I will send it to you so that you can see your play history.

I was playing normally and suddenly my balance was confiscated.

プレイ履歴を見れるように送ります

普通にプレイしていたらいきなり残高が没収になりました

Thank you koikoi for all the provided information so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you koikoi 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 was the player's bonus canceled and what can we do to help resolve this issue.

Thank you!

I was told that the reason my bonus was canceled was because of suspicious activity.

He didn't tell me exactly what he did.

I have never used the bonus fraudulently, so I would like the forfeiture of the bonus to be revoked.

Below is the original text of the email

Mr. Ryuta Sato

Thank you for using Bonds Casino.

We will contact you as a bonus.

We have noticed some suspicious activity regarding the use of bonuses, and at the discretion of our casino's safety department, you will no longer be able to use our bonuses.

ボーナスがキャンセルされた理由は不審な動きがあったと言われました

具体的に何をしたかは教えてくれませんでした

不正利用は決してしていないのでボーナスの没収を撤回してほしいです

以下メールでの原文です

佐藤隆太様

ボンズカジノをご利用いただき誠にありがとうございます。

ボーナスにとしてご連絡いたします。

ボーナスの使用に関して、不審な動きが見受けられましたので、当カジノの安全部門の判断により、お客様は今後当カジノのボーナスをご利用いただくことはできません。

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

Best regards,

Peter

We’ve reopened this complaint at the request of Bons Casino. We received the following message:

Hello Peter,

I’m a representative of the BONS team, and I would like to provide clarification regarding this case.

After a thorough review of the player’s account, we identified a violation of our terms and conditions related to multi-accounting, specifically involving duplication of both name and address. As per our bonus policy, this constitutes a breach, and therefore, the bonus was rightfully canceled in accordance with our rules.

We kindly ask for this case to be marked as resolved. 

Thank you for your time and understanding.

Dear Bons Casino representative, we don't close complaints in favour of the casino if we do not receive sufficient evidence supporting your claims. For that reason, I would like to ask you if you could provide me with evidence of multiple accounts. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the evidence Bons Casino representative.

Dear koikoi, After reviewing the evidence provided by the casino, we find that they have presented sufficient and compelling documentation to support their claim regarding your association with multiple accounts. It is important to emphasize that engaging in such activities is strongly discouraged, as it can lead to similar disputes or account-related complications in the future.

Casinos employ advanced detection methods and monitoring systems to identify and prevent such practices, ensuring compliance with their terms and conditions. Given the circumstances and the evidence at hand, we believe the steps taken by the casino are justified and in accordance with their policies. Therefore, we regret to inform you that we must reject your complaint.

We appreciate your understanding in this matter.

Kind regards,

Peter