BoGamba Casino - Player's withdrawals pending for a long.

Hi,

I made withdrawals 19.11.2023 and 21.11.2023. The withdrawals are pending even though my account is verified and everything is ok. The casino also confirmed this when I contacted them. They wrote 04.12.2023 "We're aware of the situation and are committed to addressing it. Your payment will be resolved in the coming days." And also 24.11.2023 "We appreciate your patience as we work through a backlog of payments", and that it will be resolved shortly. Now I have not heard from them even though I have been trying to contact the support several times the last week.

Dear ByDaniz,

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

• Do I understand correctly that withdrawals are still pending inside your account without being processed?
• 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?
• Were your winnings accumulated with or without an active bonus?

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

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

Hi Petronela,

1. Yes, the withdrawal is still just "pending" inside my account without being processed.
2. They told me that they are "working through a backlog of payments", but that everything else is assured.
3. Seems to be an internal issue?
4. It was accumulated through a bonus

Thank you very much, ByDaniz, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of BoGamba Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello ByDaniz,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear BoGamba Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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,

Michal