Bongo Casino - Player criticizes the casino’s flawed self-exclusion mechanism.

They are running fake self exclusion because its based on the login email not on personal information.

addicted gambler will never be able to get out because of this flaw.

they cover it by saying that t&c says you can only have 1 account but for addicted gambler it a problem it you can circumvent

And create new account with new emailid.

registration process dont ask for personal information but when you try to deposit 1st time they need billing address and which can be used to ban user and even if he creates account with same billing address info he should not be able to deposit but they want addicted gambler to not get sober

Dear Aquarianheart2003,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Bongo Casino.

I have checked the registration form in Bongo Casino and this is how I see it:

The customer has to fill in all their personal information, including name, address, and phone number.

Could you please advise if you requested to be self-excluded from this casino before, but were able to create a new account?

Have you submitted the same personal information apart from your email address?

Were you able to deposit from your new account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi

for Canadian customers this is the registration attached but when you to deposit 1st time they ask you billing address

was able to create multiple accounts and

was able to deposit that is the reason i have filed the complaint



Here is billing address requirements when you want to

make deposit 1st time and if you ask to self exclude they only self exclude based on login credentials

this is issue with betmaster, casinoin and bongo all 3 as these are sister casinos

Thank you for sending me the screenshots. I can now understand the issue you are facing. It's strange that the registration form looks different depending on the customer's location.

Could you please let me know when you first requested self-exclusion from Bongo Casino and how you did it? Did you send an email? If you did, please send me the email you sent to the casino and their reply. You can forward them to my email address, which is veronika.l@casino.guru.

Also, could you tell me how many accounts you created after Bongo Casino blocked your first account? And how much money did you deposit? Did you use the same personal information every time, but just change your email address?

I have created 4 accounts and used same billing address information.

i asked chat to close my accounts as self exclusion because of gambling issue. I have lost 5000$ CAD

again i always asked chat to close account even 1 time I told them I am minor 13 year old when chatting so that they can do anything strict for self exclusion but no luck

What about your other personal information - name, surname, phone number - was it always the same or did you use different data in each account?

Do I understand correctly that you self-excluded via chat? Do you have any chat transcripts, please?

I have always used same billing address but different email id

sent you 1 email for 1 account and i have 1 existing email which is still open. For rest it was always chat

They will not provide any solution and will say as per t&c 1 account per household.

if they cant ban / self exclude based on personal/billing address its intentional to keep addicted gambler gambling.

Main casino betmaster is reason.

https://casino.guru/betmaster-casino-player-s-criticizing-responsible

same this happened in 2021 and they said registration can not be implemented in 2 weeks and its 2 years now

Thank you very much, Aquarianheart2003, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear Aquarianheart2003,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Aquarianheart2003,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. I have received a reply from the casino team, it just ended up in the spam folder, so I apologize for that. I need more time to evaluate all the facts. Furthermore, I will get back to you as soon as possible.

Dear Aquarianheart2003,

Please, can you clarify if the disputed 5000CAD amount is related to the complaint you had with Betmaster, or if it is a completely new lost amount in Bongo.gg?

Dear Aquarianheart2003,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.