The player from Germany, who had previously had successful withdrawals, experienced a delay with her recent attempt to cash-out 300€ with Bitcoin. The withdrawal had been pending for two weeks, despite her being fully verified and having all prior payments finalized within 3-4 days. After communication, it was established that the actual disputed amount was 589€, which involved two separate withdrawals. We attempted to reach out to BoGamba Casino for clarification, but received no response. Due to the casino's lack of cooperation and absence of a valid license, we marked the complaint as 'unresolved', which could have negatively affected the casino's rating.
BoGamba Casino - Player's Bitcoin withdrawal is delayed.
Black points: 73
Amount: €589
BoGamba Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
Translation
Hello Casino Guru,
I have been waiting for my withdrawal for 2 weeks now and so I am reaching out to you. I deposited 30€ with Bitcoin and played with a bonus. After the turnover, I cashed out 300€ but I have not received it yet. I am verified and already had 3 successful withdrawals. They were also with Bitcoins which didn't take more than 3-4 days. I am seeking your help. In attachment, you will find the chat with the Live Support, my withdrawal requests, and my verification.
Glorystory
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6 months ago
Dear glorystory,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Could you please specify if both of these transactions are your withdrawal requests?
Looking forward to hearing from you.
Best regards,
Tomas
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6 months ago
Translation
Hello Casino Guru,
I was informed that there is a delay in the finance department with payouts.
Both transactions involve my withdrawals with two different deposits.
Best regards
Glory story
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5 months ago
Could you please clarify whether you made 2 deposits, 1 of which was matched with a bonus?
Please help me establish the timeline of events, regarding your deposits, bonus, and withdrawal requests.
Since the transactions together sum to 589€, and the withdrawals are listed under the same day, may I adjust the disputed value of your delayed withdrawals to 589€?
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5 months ago
Translation
Hello,
I made several deposits of €30 on 11/3/23 and two withdrawals also on 11/3/23. Both deposits came with a bonus.
Exactly in this case you can adjust the amount I'm waiting for to €589.
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5 months ago
Could you please specify if you activated the second bonus after you lost the first one?
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5 months ago
Translation
I implemented the bonus in full with the first deposit and paid it out, then made another deposit with the bonus and also implemented this bonus in full. I adhered to all conditions.
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5 months ago
Thank you very much, glorystory, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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5 months ago
Dear glorystory,
My name is Mirka, and I will be in charge of your case from now on. I would now like to invite BoGamba Casino representative into this conversation.
Dear BoGamba Casino,
Could you please clarify, why this player hasn't been able to withdraw money from his account?
Thank You in advance.
Mirka
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5 months ago
We would like to ask BoGamba 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 this complaint as ‘unresolved, which may negatively affect its rating.
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5 months ago
Dear glorystory,
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,
Mirka
Casino.Guru
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