Bingo.com Casino - Player’s struggling to withdraw her winnings.

Hello, I just wanted to tell you that this casino are operating and marketing in Norway, and offer bonus to Norwegian players, even if I get another expression here on casino guru ? They are a part of the Unibet group in some way.  Whilst doing so, they offer payment as Visa and more. They ensure that I as a Norwegian customer will get paid if I win. I won 8000 NOK. Due to troubleshooting with paying my wins directly to the Norwegian banc, which the Casino should have known and informed me about, my 8000 NOK was rejected and returned from the banc the 17th of April and was back with the casino-provider the 20th of April. It seems like the people working in the casino kept on asking me for proofs for the return, document from the banc proving the return, long after the casino economic department knew that the money was returned, according to support in chat, who gave me an ID of the return. I am sorry to say that they now keep on telling me that their provider has still not returned the money to the casino. Today it is the 7th of May, and I am still waiting. I am disappointed in how the casino handle my case. I have been patiently and asked them friendly to solve this, both in chat and mail, since the money came back to what they call their provider the 20th of April. Since they gave me green light in using the casino in the first place it is their responsibility to solve this in a trustworthy way. They should have told me what I later learned by myself that Revolut visa is an opportunity to use

I hope it will be a help in sharing this with you, both for me and others. 

Sincerely Astarte

Dear Astarte1,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello, Thank you for your quick response. To answer your questions regarding withdrawal method and verification. I did not have any other options for withdrawal than banc-transfer on my account in the casino. After experiencing that my money was returned back to the casino from my banc, I found out by myself that I could use Revolut, and opened an account with visa at Revolut, to be prepared for when the money came back in to the Bingo Casino, and asked the Casino to register Revolut as a possible withdrawal method for me, as well as deposit method, which they did.

My account is verified. I have used this casino before, and have never experienced such delay.

Best regards, Astarte

Thank you very much, Astarte1, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much for your assistance in this matter. I keep on getting polte mails witch tell me what I have heard many times now, that the money returned to their provider the 20th of April,.but they are still missing on my account in the casino, which I point out. I will contact Pavel.

Best regards, Astarte1

Hello, Astarte1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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, thanks, but I have already been waiting for a long time.

I honestly think that they should have answered you and had my money replaced on my account by now.

On the 9th of May I got this content in mail from the Casino. :

"Dear A*****,

Thank you for contacting us.

Upon checking, kindly note that transaction 2078306893 has been reprocessed and paid out successfully on 20.04.              

Thank you very much for your understanding.

Whilst wishing you a good day, please do not hesitate to contact us should you have any further queries!

Should you require further assistance during your time with Bingo.com, do not hesitate to contact us again. Please note that you can find detailed questions and answers on our Help & Support page.

Sincerely,

Luke

Bingo.com Support - Rate our service

Well, this is my answer, since I have heard that the provider got the money back, but they never reached my account in the Casino, and they have kept on telling me that the money has not been paid out to them from the provider to the casino. :

"Good morning,

this I know through various mails and chat the last month, thank you. We are now waiting for my wins to appear on my account in your casino again, so that I can use Revolut that is opened for withdrawal.

Best regards

I got no answer back and has not hear from the Casino since then regarding my money. It is such a shame. I am still open for that some mistakes have been done.

"Still waiting."

We have decided to extend the timer for 7 more days, as it seems like we are trying to establish the contact with the casino.

We have received the message from the casino that the issue is being resolved. Therefore, we are extending the timer for 7 more days.

Thank you so much for your effort in helping me to solve this case.

Unfortunately this casino did not respond to you in time so I contacted the KindredGroup, the owners of the Bingo brand, a week ago. After a couple of days my case was solved. 😊

People at KindredGroup looked into my case and the Bingo casino had to get the money back into my casino-account. 😊 I do recommend you and others to find and go to the owners behind the brand to get cases solved and get help, like I did. Since I now have blocked myself from casinos I have a problem with answering mails and go to sites with the word casino in the name, so I now borrow a phone to answer you. I think I am better of this way. Have a beautiful summer.

💚 Astarte

Dear Astarte,

I am very happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience and wish you all the best in your further affairs! Have a great summer as well!

Best regards,

Pavel K

Casino Guru Team