Bons Casino - Dobici igrača su konfiskovani.

I played at Bonds Casino using the first deposit bonus and won.

My account verification was complete and I was waiting for a withdrawal, but the withdrawal was canceled. When I inquired, I received an email saying I had violated the terms of service and my winnings were confiscated. I was told it was due to fraudulent use of a bonus, which I have absolutely no idea how I could have done.

I want to get my winnings back, so please help me.

ボンズカジノで初回入金ボーナスを使ってプレイし、勝利しました

アカウント認証も完了していて出金待ちをしていたら出金がキャンセルされ問い合わせると利用規約に違反とメールがきて勝利金を没収されました。ボーナスの不正利用と言われ全く心当たりはないです

勝利金を取り戻したいので協力お願いします

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear mura1313,

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 situation.

• Do you have access to your account? If not, when was it blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• How much of your winnings were confiscated?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

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

Best regards,

Jean

You can access your account.

I played a slot game.

$4,516 was confiscated, but the deposited $800 remained in the casino.

アカウントにほアクセスできます。

スロットゲームをプレイしました

4516$没収され入金分の800$はカジノ内に残っていました

Thank you for your answer. We also received your email.

To understand the timeline of events, could you please let me know the date you activated the said bonus and the date your winnings got confiscated?

Which bonus did you use? Please provide a screenshot or the link to the bonus.

If possible, could you please share your bonus history in Bons Casino?

Than you for your assistance.

The bonus was activated on 7/4

It was confiscated on 7/9

I used the first deposit bonus three times.

No screenshots available.

My first deposit was 100% up to $300, and I deposited $300.

The second time was the same; I deposited $300.

For the third time, I received a 50% bonus up to $400, and deposited $800.

ボーナスを有効にしたのは7/4

没収されたのは7/9　

初回入金ボーナスを3回使いました

スクリーンショットはありません

一回目入金が100%300$までで300$入金しました。

2回目も同じで300 $入金しました

3回目は50%で400$まで、800$入金しました

Dear mura1313,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samko, (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear mura1313,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Bons Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Bons Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Casino Guru,

Thank you for your inquiry.

The player's account was reviewed by our Anti-Fraud and Security team following a standard internal investigation.

As a result of this review, the player was found to have engaged in bonus abuse, specifically the misuse of promotional funds in a manner inconsistent with the intended purpose of our bonus offers. Therefore, the winnings generated from the bonus campaign were confiscated in accordance with Section 10.2 of our Terms and Conditions:

10.2. Any free funds received from the Company (bonuses, comp points, etc.) also cannot be a subject for abuse by any means.

The player's deposited funds were not confiscated. Only the winnings associated with the abusive use of bonus funds were removed in accordance with our Terms.

For security reasons, we are unable to disclose the specific indicators, internal detection methods, or risk assessment criteria used by our Anti-Fraud team, as doing so could compromise our fraud prevention systems.

We can confirm that the decision was made after a manual review of the player's gaming activity and remains final.

Kind regards,

Bons Casino Team

Hello everyone,

Dear Bons Casino,

I appreciate your response. However, I must point out that, from Casino Guru's perspective, your explanation is currently too general for me to objectively assess whether the confiscation of the player's winnings was justified.

Please understand that Casino Guru acts as an independent dispute resolution service. As part of our investigations, casinos regularly provide us with confidential evidence that is not disclosed publicly. Any information shared with me privately is treated as strictly confidential and is used solely for the purpose of assessing the complaint fairly.

At this stage, I kindly ask you to provide supporting evidence for your conclusion that the player engaged in bonus abuse. While I understand that you may not wish to disclose your fraud detection methods publicly, I do require objective evidence demonstrating why this particular player's activity was considered abusive.

In particular, I would appreciate clarification regarding:

• the specific actions that were considered bonus abuse;
• the evidence supporting this conclusion;
• the exact way in which the player's activity violated Section 10.2 of your Terms and Conditions.

If this information contains sensitive internal data, you are welcome to send it directly to my email (samuel.s@casino.guru). It will be treated confidentially and will not be disclosed publicly.

At present, a general statement that the player committed "bonus abuse" after an internal review is not sufficient for me to determine whether the confiscation of the player's winnings was fair and justified.

Dear mura1313,

I will now await the casino's response and any supporting evidence before proceeding with my assessment of your complaint.

Thank you both for your cooperation.

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.

Hello everyone,

Dear Bons Casino,

thank you for your previous explanation. However, despite my request for supporting evidence, I have not received any additional documentation or objective evidence demonstrating why the player's activity was considered bonus abuse or how the player's specific actions violated Section 10.2 of your Terms and Conditions.

I understand that certain internal security methods and detection criteria may need to remain confidential. However, without any supporting evidence that would allow me to independently assess the casino's conclusion, I cannot reasonably determine whether the confiscation of the player's winnings was justified.

As the requested evidence has not been provided, I have no further basis on which I can continue the investigation. I will therefore close this complaint as Unresolved due to the casino's failure to provide sufficient supporting evidence.

Dear mura1313,

I am sorry that I was unable to resolve this matter for you. If you wish to escalate the case further, you may consider submitting a complaint to the Curaçao Gaming Authority (CGA), which is the relevant licensing authority in this case.

You can find more information about the complaint process and the relevant licensing authority here:

https://casino.guru/guide/submitting-complaints-to-regulators

https://casino.guru/licensing-authorities/curacao-license

Unfortunately, without the casino providing the requested evidence, there is no further action I can reasonably take as a mediator.

Thank you both for your cooperation.

Best regards,

Samuel

Casino Guru

Hello everyone,

Dear mura1313,

at the request of Bons Casino, I am reopening this complaint. I apologize for the additional complications, and thank you for your patience while I revisit the case.

Bons Casino previously provided me with additional information and supporting evidence regarding the reason for the confiscation. I have now reviewed this information again in detail.

I have also sent Bons Casino a more detailed email regarding my assessment. In that email, I explained my concerns in greater detail and why, based on the evidence provided so far, I currently do not consider your activity to constitute bonus abuse. I have also asked the casino to address several specific points before I proceed with my final assessment.

For transparency, I would like to summarize my current position here as well.

Based on the evidence provided, I currently do not agree with the casino's conclusion that your activity constituted bonus abuse.

From what I can see, you used the bonus according to its basic mechanics, placed your bets within the applicable limits, and continued playing until the wagering requirements were completed. You subsequently achieved a significant win. I have not identified any specific action in the evidence provided that would demonstrate that you manipulated the bonus, circumvented its conditions, or otherwise obtained an unfair advantage through its use.

The fact that you changed games after a significant win also does not, in itself, appear to demonstrate bonus abuse. Players are free to change games during their gameplay, and I do not believe that an ordinary change of game can reasonably be treated as abusive conduct without something more.

Dear Bons Casino,

as mentioned, I have also sent you a more detailed email regarding my assessment and the evidence you previously provided. I would appreciate it if you could review that email and address the points raised there.

One of my main concerns relates to Section 10.2 of your Terms and Conditions, which states:

"Any free funds received from the Company (bonuses, comp points, etc.) also cannot be a subject for abuse by any means."

I understand the purpose of such a provision and agree that a casino should be able to take action where a player genuinely abuses a promotional offer. However, in my view, this wording is extremely broad and does not clearly explain to players what specific conduct is considered "abuse".

This creates a significant transparency issue.

A player reading this provision cannot reasonably determine from the wording alone which types of gameplay, betting patterns, game changes, or other actions could result in their winnings being confiscated. The term "abuse by any means" effectively leaves the definition of prohibited conduct open-ended.

That is particularly problematic in this case, where the casino has characterised the player's gameplay as bonus abuse, while I currently do not see evidence of any actual manipulation, circumvention, prohibited betting, or other conduct that would reasonably be understood by a player as abuse.

In other words, if a casino intends to confiscate a player's winnings on the basis of a bonus-abuse provision, I believe there should be a clear connection between the player's specific conduct and a clearly identifiable rule or condition that the player could reasonably have understood in advance.

Otherwise, the provision risks becoming a general clause that can be relied upon retrospectively whenever the casino considers a player's bonus-related activity undesirable.

This is especially important because a successful use of a bonus should not automatically be interpreted as bonus abuse simply because the player ultimately won.

Therefore, I would ask Bons Casino to address the following points:

• what particular action by this player constituted the alleged abuse;
• which specific bonus condition or rule was breached by that action;
• why the conduct should reasonably be considered abusive rather than ordinary use of the bonus under the published terms; and
• what objective evidence demonstrates that the player actually engaged in such conduct.

As explained in my email, I have currently not identified sufficient evidence demonstrating that the player actually abused the bonus or obtained an unfair advantage through prohibited conduct.

I will therefore await the casino's response to these points before proceeding with my final assessment.

Thank you both for your cooperation.

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.

Dear Samuel,

Thank you for your detailed assessment and for taking the time to review the information provided.

We fully respect Casino Guru's approach to evaluating player complaints and understand the reasoning behind your position in this case.

However, as we previously explained via email and following an additional internal review, we maintain our original assessment.

The player's account and gameplay activity were reviewed by our Anti-Fraud team, and the overall pattern of activity identified during that review was classified as abusive use of promotional funds under Section 10.2 of our Terms and Conditions.

Based on these findings, the winnings associated with the identified bonus activity were annulled in accordance with our Terms and Conditions. The player's own deposited funds were not confiscated.

We acknowledge that Casino Guru may apply a different standard when assessing whether the identified activity is sufficient to constitute bonus abuse, and we respect your right to reach a different conclusion based on the information provided.

Nevertheless, after reviewing the case again and considering your comments, our assessment remains unchanged. The decision regarding the player's account and the annulment of the relevant winnings is final and will not be reconsidered.

We appreciate the constructive communication throughout the complaint and respect Casino Guru's position, even though our conclusions in this particular case differ.

Thank you for your understanding.

Kind regards,

Bons Casino Team

Hello everyone,

thank you, Bons Casino, for your response and for confirming that you have reviewed my assessment.

However, I have to say that your latest response does not really address the specific concerns I raised. It essentially confirms that your Anti-Fraud team considers the activity abusive, but it does not explain what specific behaviour constituted the alleged abuse.

This is important because, based on the information you have provided to me, I still do not see a clear example of conduct that would reasonably constitute bonus abuse.

As I explained previously, the player reduced their bets after a significant win, but based on your own description, the difference in the bet size was only approximately $1. I do not consider such a relatively minor change in bet size to be sufficient, by itself, to demonstrate an abusive strategy.

Similarly, the fact that the player changed games after a significant win does not appear unusual to me. When playing slots, it is quite normal for a player to change games after a substantial win, whether because they feel they have already had a good result from that particular game, because they want to try another game, or simply because they want to vary their gameplay.

Therefore, I would like you to explain specifically what made this particular sequence of actions abusive, rather than simply confirming that your Anti-Fraud team classified it as such.

You state that you "understand the reasoning behind (my) position in this case". If so, I would appreciate it if you could address the reasoning directly and explain why the particular actions I have described should nevertheless be considered bonus abuse.

There is also an important issue regarding Section 10.2 of your Terms:

"Any free funds received from the Company (bonuses, comp points, etc.) also cannot be a subject for abuse by any means."

As I mentioned previously, I consider this wording extremely broad. It does not tell the player what specific behaviour constitutes "abuse" or what types of gameplay can result in the confiscation of winnings.

If this provision is intended to cover the type of conduct alleged in this complaint, I would like you to explain where in your Terms and Conditions this conduct is actually defined or described.

I have also reviewed Section 30.1.7, as I considered that this might contain a more specific description of the prohibited behaviour. However, I have still not been able to identify a particular rule there that clearly corresponds to the player's conduct in this case.

If you consider Section 30.1.7 to be the relevant provision, please identify the specific part of that section that you believe the player breached and explain precisely how the player's actions satisfy that provision.

Alternatively, if there is another section of your Terms that defines what you mean by "bonus abuse", please provide the relevant section and explain how it applies here.

I also want to make an important distinction regarding the player's winnings.

If the player followed the published bonus conditions, stayed within the applicable betting limits, completed the wagering requirements and subsequently won a significant amount, I do not believe that the casino can simply characterise the successful use of the bonus as "abuse" after the fact without identifying a specific prohibited action.

A player changing their bet size, changing games, or adjusting their gameplay after a substantial win can be entirely ordinary behaviour. If Bons Casino considers a particular form of such behaviour to be prohibited when bonus funds are involved, then I believe this needs to be clearly defined in the Terms so that players can reasonably understand the restriction before using the bonus.

At this stage, therefore, I am still unable to identify a sufficiently clear connection between the player's actual gameplay and a specific prohibited rule.

Bons Casino, I would appreciate one final, specific clarification:

Please identify the exact action or sequence of actions that you consider to constitute bonus abuse, identify the specific provision of your Terms that prohibits that conduct, and explain what advantage the player obtained through that conduct.

If Section 10.2 is the only basis for the decision, please also explain how you consider the very broad wording "abuse by any means" sufficiently specific to justify confiscating winnings in circumstances where the underlying conduct is not otherwise clearly defined in your Terms.

I am not asking you to change your internal Anti-Fraud assessment. I am asking you to explain the actual basis for it so that I can independently assess whether the confiscation was justified.

Based on the information currently available, I still believe the player's winnings should be paid out, as I have not been presented with sufficient evidence of actual bonus abuse.

I look forward to your specific clarification.

Thank you for your cooperation.

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.