BoGamba Casino - Player’s winnings payment has been delayed.

I won 3.5 thousand dollars in a no-limit game. I was incredibly lucky and got a x17000 multiplier. But the casino has not paid out my winnings since the summer. Communication is only via chat. But in the chat they say that they are not solving anything. Bogamba does not respond to email. I have been waiting for my winnings for 3 months. But I had already lost all hope. I want to warn players that your biggest win in life may be a pain if you play at Bogamba Casino.

Dear tohannn62,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for three months.

• Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?
• Could you please advise if your winnings were accumulated with or without an active bonus?
• Was your account successfully verified?
• What does the disputed amount represent?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but three months is an unusually long time.

Please forward any supporting evidence to petronela.k@casino.guru.

However, 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

1) Yes, my payment is pending. At first, the casino paid out the winnings. But the last time money came on September 18

2) The winnings were received without an active bonus

3) I downloaded all the necessary documents. I was not asked for any additional documents.

4) 1600 dollars

Thank you very much, tohannn62, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you tohannn62 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BoGamba Casino for their help in resolving this complaint. We would like to know what is the issue with the player's withdrawal and if we can do anything to help resolve this issue.

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.

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,

Peter