The player from Germany is criticizing the overall casino experience. The casino responded and explained that a document was needed for the player to complete the verification process. The player stated that it was not possible to obtain the required information in the format requested. The casino then provided an example of how the document should look, and explained where the information could be obtained. After this, the player stopped responding to our messages, so the complaint was rejected.
Bingo Bonga Casino - Player is dissatisfied with the casino.
Amount: €1,200
Bingo Bonga Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
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2 years ago
Translation
Ladies and Gentlemen
Unfortunately, my winnings are not paid out here.
I played without a bonus.
In order to receive the payout, I had to identify myself.
I immediately uploaded all the required documents.
My payout has been cancelled.
the email says, not the reason.
The email says the payout has been canceled and I would receive a separate email detailing the reason.
such email never arrived.
the game then went back and forth 6 times, every day.
An email never came to my request
I was always put off.
my case was forwarded etc.
After a few days I got an email.
the legitimation was unsuccessful.
I need to send a screenshot of my deposit.
I did.
Then it was canceled again, I'm supposed to take the screenshots on a pc, otherwise you wouldn't be able to see the name.
so did I.
then it was canceled again.
After what felt like 100 requests, I was told that the screenshot was not sufficient because there was no name on the transaction list.
so I got from my cell phone
photographed my paysave account several times.
and the same also in the computer.
because there is no name on the paysave deposit list, the payment cannot be made.
what should I do? Rewrite the paysave program????
After several days of fighting, the amount has still not been paid to me.
Since I won't receive the money anyway, I kept playing.
The course of the game was suddenly completely different. No matter how many times I played, no matter what the stakes, it was impossible to win anything.
it was all downhill.
with a euro bet.
even if it sounds unimaginable, it was no longer possible to win!!!
2. 20% cashback is advertised on the site.
After more than 7 emails, I received a cashout of 20 euros.
with a deposit of more than 1000 euros.
for all other deposits, similar cases.
you have to run after them until you get a cashout.
I received another cashout after several emails, but it was canceled without giving a reason.
It is impossible to make a profit at this casino.
and if you win a fraction of your bet times, it doesn't pay out.
new reasons are always invented
because they speculate that the profit will then be played down anyway.
I wonder if a player who won with paysave has ever received a payout.
I'm not the only one who deposited at this casino via paysave.
so if you deposit with paysave, you can't get a withdrawal.
because the name is not displayed in the transaction list.
I made a screenshot of all steps.
I even sent the confirmation email about the paysave deposit as a screenshot.
It all came to nothing.
That such fraudsters are allowed to legally operate online casinos is just ridiculous.
The main thing is that everyone dutifully pays their taxes.
I will email a complaint to all the sites I can find.
also to the headquarters of the casinos.
post on all sites what scammers they are.
all my fellow players are warning that this site is a scam casino.
I have played at several casinos
but I've never been ripped off so obviously.
Automatic translation:
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2 years ago
Dear Ceylan2000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problems.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your deposit method seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?
Do I understand correctly that you were supposed to receive a cashback bonus 20% out of €1000, but instead you received €20? Could you please post here a link to the cashback bonus you were supposed to receive? I would like to check the bonus T&Cs.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi.
since I paid with paysave, they want a transaction.
I forwarded the transactions from paysave.
this was not approved because there is no name.
I should do it via cell phone but pc view, then it should work, it said.
that's exactly what i did.
ID and proof of address were accepted.
with paysave you cannot take a screenshot of the transactions, where the payments and the name are visible together.
I then sent the confirmation email from paysave.
that was not accepted either.
I sent them an email that paysave is not possible.
no matter what kind.
even with the app it is not possible to create a transaction list where the name is also given.
they can't send me an example either, because that's not possible.
and they know that.
at no other casino
i had such a problem.
I have always deposited with paysave.
2.Bonus over 20% cashback will not be automatically posted next day as described.
you have to fight your way through several stations.
even then it will not be credited.
over 1 hour waiting time on live chat.
It's just sad that scammers like this are allowed to operate online casinos legally.
I will do everything to drive this case further.
All other players need to know what cheaters they are.
Other players have reported similar cases.
only this casino has this problem.
Automatic translation:
Public
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2 years ago
Translation
So I've now again made a screenshot of the paysave page.
exactly as described by the casino.
from the whole paysave page with pc view.
the screenshot was not accepted again.
they want a screenshot of paysave from me.
there must be my name and the deposit on a screenshot.
but there is no such thing.
they can't send me an example.
But they can always send the same answer.
casout was also not credited for the last 3 deposits.
the introduction says it will be automatically booked the next day.
3 days have passed again.
nevertheless no cashout was credited.
This is just ridiculous.
it definitely has nothing to do with bad experience.
this is definitely a scam.
even though i sent the deposit email to them, the withdrawal was cancelled.
They think that it worked for other players who deposited with paysave.
in my research, other players report exactly the same scam at this casino.
That is definitely a lie.
my buddy also registered you there just for fun.
Exactly the same game.
he wanted to pay out something small, bang the payout was canceled due to insufficient legitimation.
Exactly the same game.
they want a screenshot of paysave etc....
separate screenshot where name and deposits are separate will not be accepted.
But why it works without problems at all the other casinos, they can't answer me either.
they don't want to send an example of the correct paysave screenshot either.
the requests are simply ignored.
the answer is always the same.
I am supposed to take a screenshot of my deposit.
something needs to be done please.
such scammers are simply not allowed to operate a legal casino.
I will also hire a lawyer
and I will also report this to consumer protection.
although all necessary conditions have been sent, no withdrawals will be made.
Best regards
ceylan a***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Translation
I've tried 3 times to close my account.
I requested this via email.
but my account was never closed.
I kept the emails about it.
now I won't let it close anymore because I need my account as proof.
Warm greetings
ceylan A***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Thank you very much for your reply, Ceylan2000. Before we contact the casino, 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.
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2 years ago
Dear Ceylan2000,
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.
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2 years ago
Thank you very much, Ceylan2000, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.
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2 years ago
Hello Ceylan2000,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Bingo Bonga Casino to join the conversation and participate in the resolution of this complaint.
Dear Bingo Bonga Casino,
Can you please provide further information regarding the player's verification? The player has stated that it is not possible to provide the screenshot you have requested, are you able to provide an example of what is required?
Kind regards,
Adam
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2 years ago
Good day, Mrs. A**** and Casino Guru Team!
Thank you for the feedback regarding our casino. We would like to clarify the issues, which you faced during your experience in our casino:
- the verification is mandatory for all the players according to the rules and regulations of N1 license. Unfortunately, you did not provide the screenshot of the deposit, which matches the requirements of our finance department. You have received the notifications regarding that on your email address after the cashout was rejected;
-regarding the "different games" we can say, that we do not have any influence on the gaming process. All the slots are licensed and certified;
- regarding the cashback up to 20%, you have received it automatically, it was issued by the system, you just had to activate it in the tab Promo. Also, you received the bonuses from your VIP manager;)
In case you have any additional questions or requests, feel free to contact your VIP manager, he is so excited to provide you with his assistance.
Have a nice day!
With best regards,
Bingo Bonga Casino VIP Team
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2 years ago
Dear Bingo Bonga Casino,
Thank you for your response. Please clarify exactly what is needed from the player in order to be able to complete the verification. The player has stated that it is not possible to provide what you have requested. I would like to ask once more - are you able to provide an example of what is required to aid the player in completing the process, so that this can be resolved?
Kind regards,
Adam
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2 years ago
Dear Bingo Bonga Casino,
Thank you for further clarifying the situation, and for the example provided.
Dear Ceylan2000,
You stated previously that you tried to obtain the information by using the PC to log in to the account.
Can I ask you please to attempt this once more, and provide a screenshot of how it looks?
Is the information not shown as per the example provided by the casino?
Kind regards,
Adam
