The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. The player claimed that the casino's customer service had not provided clear information regarding the delay. He stated that his account was verified and he had complied with all the casino's rules while accumulating his winnings. Despite our efforts to mediate the situation, the casino did not cooperate or provide any explanation for the delay. Consequently, we marked the complaint as 'unresolved', which could have negatively affected the casino's rating.
BoGamba Casino - Player claims that payment has been delayed.
Black points: 212
Amount: €1,000
BoGamba Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
BoGamba Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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1 year ago
Translation
Hello,
Like many others, I'm having an issue with withdrawals from Bogamba Casino. The payouts are not being made, nor is anyone responding to inquiries about this.
I requested a withdrawal a week ago, which has not been paid out to me to this date.
Every time I contact live chat, they tell me they have nothing to do with this, and that it's a separate department. Yet, they keep reassuring me they will forward the issue.
So far, nothing has transpired after a week. I have sent an email to the support team, but have not received a response yet.
From what I've read, I should be patient and wait for two weeks, which I'm doing, but I wanted to raise the issue now.
I would appreciate any help from your side.
My account is verified.
Best regards.
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1 year ago
Dear shango108,
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
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12 months ago
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Hello, I wanted to get in touch.
It seems that Bogamba is not interested in a payout, I ask every day in the live chat.
I'll be happy to pass it on. My colleagues in the finance office will surely process it very quickly.
These are the usual answers and every time, I have now received an email 2-3 times info@bogamba.com
sent to request my payout.
These are not answered either, they do not give any information about why it is taking or whether there is another problem. My account is also verified, which was confirmed by the chat.
Well, in 2 days we have reached the 2 week deadline.
Thanks.
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11 months ago
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Hello, no unfortunately not.
The status is the same, the live chat responds with the same answer every time. That it will be forwarded to the finance department and they have been telling me that for 2 weeks now.
Kind regards,
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11 months ago
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Hello, it seems to me that this will be a long process. Have you already taken the first steps? The bogamba casino comes with the same answer every time, they pass it on to the finance department.
I reply faster than this 7 days reply time here. If so, it will take forever.
Thanks for the help anyway.
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11 months ago
Thank you for your reply, shango108. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread, if possible?
Have you accumulated your winnings with or without an active bonus?
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11 months ago
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Hello,
No, this is the first payout.
Yes, the winnings came from a deposit slip bonus, so I played the game successfully and made sure that no rules were broken. Be it not playing forbidden games or not exceeding the max bet of 3 euros.
Kind regards,
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11 months ago
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here is the screenshot again,
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11 months ago
One last thing 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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11 months ago
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Hello, of course I can post what I have saved from time to time.
but every time it's the same as said.
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11 months ago
Thank you very much, shango108, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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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11 months ago
Hello shango108,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a BoGamba Casino representative to join this conversation and participate in resolving this complaint.
Dear BoGamba Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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11 months ago
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Looks like Bogamba isn't interested at all. Dear Casino Guru Team, what happens if they don't answer?
If the case remains unsolved and I won't get my money!!! I will probably have to contact my bank and have the money deposited returned.
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11 months ago
Hello shango108,
I will try to get in touch with the casino outside of the complaint to speed up their response.
Your patience is much appreciated.
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11 months ago
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.
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11 months ago
Translation
Hello, thanks again for your help.
Unfortunately they don't answer as expected, but I keep getting emails with offers.
Now even from a vip manager, I will reply to his email and ask to clarify my matter. I also got a WhatsApp number for VIP offers, maybe you want to have this number and get in touch there?
Please let me know.
Best regards
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11 months ago
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Hello, I called my bank today, I get a form and I have to fill it out.
An attempt is being made to get the money back, I hope it works.
Since bogamba does not report and does not respond, the amounts are higher than the defendant's amounts.
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11 months ago
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Please tell me if you had any success attempting direct contact.
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11 months ago
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has this casino ever responded to anyone?
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11 months ago
Hello shango108,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
