Bons Casino - El jugador aún no ha recibido las ganancias.

I have requested for two withdrawal 45000 and 44500 on 7th of feb ,but it's not received to me.bons casino sent me a mail on 9th of feb that your transection is successful and paid from our side. I asked them to provide utr number ,they are not giving it. Giving same reply since a week that your case is in review. I have sent 3 times my bank statement to them that fund is not received ,but no reply from their side on this matter. Different customer care executive are giving different explanation. Finally my amount is stuck and there is no reply from them.

Dear gauravgera1981nov,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear gauravgera1981nov,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No,not received.

Sanjay is vip team manager there.and A lady is senior manager there above Sanjay. I don't know her name

She called me on Tuesday and promised me that if your money will not received to you till Thursday ,she will add 89500 in my account for withdrawal.

But there was fake promises done by her.for the whole day she put me on hold and didn't even call me .and she left from her work without adding money.

I have sent them my bank statement upto 21st Feb .They are fake people and didn't added my amount after promise.

Dear Nick,

I need your help, kindly get it resolved 🙏

Dear Nick ,

They are irritating me upto next level and not paying my withdrawal.can you help me in this regards

Dear gauravgera1981nov,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Ok

45000 inr they have added in my account.but 44500 is not received to me.

Dear gauravgera1981nov,

Glad to hear that one of your withdrawals have arrived.

Additionally, please forward the communication between you and the casino as I have previously requested in my last post.

Looking forward to hearing from you.

Regards,

Nick

Dear gauravgera1981nov,

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.