The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The casino has informed us about the player losing his balance before he managed to proceed with the withdrawal. The player stopped responding to our messages and we were forced to reject the complaint.
Bingo Bonga Casino - Player’s struggling to complete account verification.
Amount: €2,000
Bingo Bonga Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, everyone,
Deposit went smoothly, payouts are simply canceled.
Since 11/24/22 I can't get any further.
It first runs through a good function from hooqu, where all relevant data is checked (video recognition, ID card and confirmation of the address).
then we continue with the editions of
Bingo Bonga
-Picture with ID card and a label "Hello Bingo Bonga Casino with date".
-ID
- Address proof
-Account statement with the exact time and name must be on the receipt.
For me it's all harassment, but since I won €2000 and not €200 I can't just let it go.
I play a lot and I like to play, if the payment transactions just take place, I would play with them again.
I don't know if it's a coincidence, but the site is currently down.
Kind regards
Christopher
Automatic translation:
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1 year ago
Dear Brown,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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1 year ago
Translation
Hello Petronela,
I have no problem with my data being checked carefully.
what bothers me is that my documents keep getting rejected.
Currently it is a ping pong.
Bank details are confirmed.
Photo is confirmed.
Address proof is not confirmed.
I am now always sent from service to the vip manager who then sends me back to service.
(My first proof of address was activated,
now it's out again and they want new confirmations.)
My phone number is ignored all the time and not verified.
Kind regards
christopher
Automatic translation:
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1 year ago
Thank you very much, Brown, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello Brown!
From now on, I will take care of your complaint. I'd like to invite representatives of Bingo Bonga Casino into this complaint in order to provide us with more information on the verification process and help us resolve any potential issue within the said process.
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1 year ago
Good day, Mr. Brown and Casino Guru Team!
We would like to thank you for your feedback and share some news regarding this situation.
We would like to inform you, that player's account has been verified on November 30. Player has also received the notification regarding this update on the email address, which was used for the registration in our casino. VIP-manager Edward did his best to help the player pass the verification and withdraw the funds, however, Mr. Brown has decided to use the funds for the gaming activity.
If you face any issues or have any additional questions or request, we will be more than happy to help you!
Christopher, feel free to contact your personal manager, Edward. He is so excited to assist you, and he is ready to provide you with all the details regarding your account's details.
Have a nice day!
With best regards,
Bingo Bonga Casino VIP Team
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1 year ago
Hello Brown,
As per the information we have been provided with by the casino, I'd like to ask you, could you please confirm that you decided to use your funds "for the gaming activity"?
