Bongo Casino - Player claims that payment has been delayed.

Good evening. I hope for your help with the casino. I registered at Bongo Casino and made my first deposit with a welcome bonus. I played the games and lost the entire balance. But I decided to play without a bonus, and made another deposit of the same amount in the amount of 20 euros, but without a bonus. There was no bonus in my active bonuses section, the balance was 0. When I made the second deposit I was lucky and I won in the amount of 75 euros. and when I wanted to make a withdrawal request, I couldn't do it because all my funds became bonus. I was very surprised, because I didn't play with bonus money anymore, so I turned to the support chat. In the chat, Nick told me that if less than 15 minutes pass between deposits, the bonus can still remain active, I checked and sent him a screenshot confirming that 23 minutes had passed between my deposits, not 15. But he didn't care. I asked Perveest to change my balance to real, because I did not play with an active bonus, and when I made my second deposit, I saw that the funds were credited to my real balance. I can't get justice from them. I am attaching screenshots here so you have proof of my words. And I ask you to help me collect my REAL winnings, which the casino specially transferred to the bank balance so that I could not withdraw funds. I sincerely hope for your support.

Dear lanzshop5,

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

Sorry, but you misunderstood. this is not about withdrawing funds. I can't make a withdrawal, because the casino has made all my funds bonus. I contacted them in the chat to explain why my money is bonus money, if I didn't play with bonus money and made a deposit with real money, without any bonus. But they did not help me and said that all I can do is play the bonus * 50 and only then issue a withdrawal.If you give me your email I will send you the chat history with them

Thank you for your reply, lanzshop5. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Could you please post here a screenshot of your bonus history? Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I want to close the case

Sure. I will now close this complaint as per your request. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.