BoGamba Casino - Player’s winnings haven’t been received yet.

Won nearly 2k. After trying to withdraw in multiple parts, multiple withdrawals got cancelled within a day due to their ToS regarding bonus fundd. Apparently depositing with a money bonus restricts you from winning a max of 10x your initial deposit. 1 withdrawal still stands and this is day 8 of waiting now. Support chat has been telling me the withdrawal will happen soon every day, still nothing happens. Email towards info@bogamba.com gets 0 replies.

Tried 2 other withdrawals of 2x €200 now via cryptocurrency last Nov 10 to see if that goed faster but those also are still ‘pending’.

What bothers me is that someone did check my withdrawal requests within 24 hours and managed to cancel the ones that didn’t comply with their terms buy they failed to make the payment on the one that does comply.

kyc etc is all verified.

Dear Randomplayer99,

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

Dear Randomplayer99,

Have you received your withdrawal from the casino yet?

Unfortunately not. Last friday they told me it would be a matter of days, but no withdrawal yet.

Still nothing and 0 communication. Mailed them twice last week and they just don’t reply. Their live chat told me that they have a license while it isn’t stated on their website for transparency reasons (??) very shady reply

Thank you for your reply, Randomplayer99. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Never did a withdrawal before. Here a my pending withdrawals. Status is pending for weeks now. The declined ones are the ones that they declined because they have a max 10x deposit win limit.

Idk why buy I cant upload screenshots?

Nevermind, you can forward everything to my email address - kristina.s@casino.guru. If you've received any emails from the casino in the meantime, please forward them as well. Thank you.

Sent you the mail a couple of hours ago.

Thank you very much, Randomplayer99, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 soon.  

Hello Randomplayer99,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BoGamba Casino to join the conversation and participate in the resolution of this complaint.

Dear BoGamba Casino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hi there. Still no payment. Payments still on ‘pending’ and no word from their customer support since my last try to contact them.

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.

Dear Randomplayer99,

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,

Tomas

Casino.Guru