Bongo Casino - Player concerned about delayed account verification and LTC exchange rate volatility.

Hello! I am writing to ask for assistance, as the process of validating my account at this casino is taking longer than expected. On April 20th, I submitted all the required information that was requested, however, it has now been 14 days and each time I inquire via live chat, I am only informed that my account is still under review. This is very frustrating, especially because my balance is in LTC, and as the LTC exchange rate is volatile, I fear that it may plummet while the casino is verifying my account. Consequently, I could end up losing this money.

Dear Cintrol,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Good afternoon Unfortunately, I was not informed of the reasons for this delay. I received this message:

"Hello.

According to our Security Department requirements, we kindly request you to verify your identity before the withdrawal can be processed.

The verification process is a standard procedure that may take around 5 business days from the moment the requested documents of high quality were submitted. You can continue using your account for play while the verification process is ongoing"

After which he provided all the requested documents, but there was no answer about the results of the check. Although more than two weeks have passed.

The operator in the chat replies that the account is still being verified, but does not give any deadlines.

I have now received a response from support. Details are not disclosed, but I suspect that the block is for using a VPN to access the site, since it is blocked in Russia. As a result, my account is invalid and my funds are confiscated. Of course, this is my first and only casino account, and such actions by the casino are not true. I am asking for help in unlocking my account and withdrawing funds. Why does a casino accept players from Russia if access to casinos in Russia is closed and can only be accessed through a VPN. In this case, the player will lose everything for using a VPN. A vicious circle where only the player will suffer. It's not fair.

Here is the response from support:

"Hello,

Please be advised that our Security Department has found additional accounts registered by you in our system. All detected accounts were blocked due to the violation of the Terms and Conditions of our service (clause 13):

13. If a Player attempts to open or has opened more than one account per Website, all accounts may be blocked or closed. Only one account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.

According to the Terms and Conditions, all detected accounts will be permanently blocked and funds forfeited.

You are not allowed to open any new account in our system. Please note that every detected new account created by you in our system is going to be closed and all the funds forfeited.

Unfortunately, the Support team is not entitled to comment on such decisions of the Security Department."

Hi Cintrol,

• We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

Dear Cintrol,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I no longer need help with this application, thank you

Thank you, Cintrol, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Good afternoon The complaint can be closed as resolved. Thank you for your help

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Cintrol, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru