The player from Greece is highly dissatisfied with a promotional offer. After the casino representative suggested, that they are not able to locate any account with supposed player's email address, the player stopped responding and we were forced to reject this complaint.
Bongo Casino - Player complains that she didn’t receive cashback bonus.
Amount: €100
Bongo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
There is a weekly refund bonus. I was not credited. Apparently you have to chase them to get your free refunds or refunds you are entitled to. I contacted them and told them they told me that they sent a request to the experts and since then they do not respond to my messages.
Automatic translation:
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2 years ago
Dear Blackwolf,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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2 years ago
Translation
Good evening. I contacted them and after a long wait they replied that they have forwarded a request to the experts and since then they did not contact me again I did not receive any response. I tried to contact today but unfortunately they do not respond to messages. the rules and deceive the players.
Automatic translation:
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2 years ago
Thank you, Blackwolf, for your reply. Have you redeemed any cashback bonus from this casino in the past?
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2 years ago
Translation
No. In fact, after so many hours of indifference and waiting on their part, they replied that the reason why the return was not made is because I won and I had no losses. This is not true of course if you want me to send you photos for that. They are lying. All this is very unpleasant.
Automatic translation:
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2 years ago
Could you please confirm that this is the correct promotional offer that you've tried to redeem?
https://bongo.gg/en/offers/bgweeklycashreg
Could you please forward your cashier history to petronela.k@casino.guru? Thank you in advance.
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2 years ago
Thank you very much, Blackwolf, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Blackwolf!
From now on, I will take care of your complaint. I would like to invite representatives of Bongo Casino into this complaint in order for us to proceed with the resolution of your issue.
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2 years ago
Hello Blackwolf!
Have you managed to contact the casino with your phone number and have there been any development within the situation?
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2 years ago
Dear Blackwolf,
We have not heard from you for a while. Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
Looking forward to hearing from you.
