Bongo Casino - Player has been accused of opening multiple accounts.

Καλησπερα σας ,

Παιζοντας κ εγω με την σειρα μ στο συγκεκριμενο καζινο ενω εχω κανεις αρκετες αναληψεις στο παρελθον εδω κ 2 μηνες προσπαθω να κανω αναληψη των κερδων.

Μετα απο πολλες προσπαθειες ωστε να γινει επαληθευση του λογαριασμου μου τελικα αποριφθηκε με την δικαιολογια ότι χρησιμοποιω πολλους λογαριασμους.

κατι τετοιο δν ισχυει καθως διατηρω μονο εναν λογαριασμο στο συγκεκριμενο καζινο.

Ως αποτελεσμα να μην εχω πλεον προσβαση στον λογαριασμο μου κ οπως μ ανεφεραν ως ενδειξη καλη θελησης θα μ επεστρεφαν τα ποσα καταθεσης μου για τον μηνα Αυγουστο.

παρακαλω για την βοηθεια σας.

ευχαριστω

Dear TolisNk,

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

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? Have you completed the KYC account verification successfully in the past?

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

Καλημερα σας ,

Απο οσο γνωριζω καποιο αλλο μελος απο την οικογενεια μου δν παιζει στο συγκεκριμενο καζινο .

Οι αναληψεις μεχρι προτινως γινοντουσαν κανονικα.

Τα χρηματα συγκεντρωθηκαν χωρις καποιο ενεργο μπονους.

Επαληθευση λογαριασμου δν εχω ξανα πραγματοποιησει στο συγκεκριμενο καζινο.

Ενω στα Sister Casinos Casinoin κ Betmaster εχω κανει επαληθευση κ τα κερδη μου αποδοθηκαν κανονικα.

Ευχαριστω

Thank you very much, TolisNk, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Ευχαριστω πολυ,

Αναμενω νεα σας συντομα.

Hello, TolisNk,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bongo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bongo Casino Team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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’.

Hello,

Unfortunately, our security department detected that the customer registered more than on account in our system that is against the rules of our company.

We have sent all the supporting evidence to branislav.b@casino.guru.

We apologise for any inconvenience caused.

Best regards,

Bongo.gg

Greetings all,

Dear Bongo Casino Team,

Thank you for your email and all the provided information. However, we will need more details and data for a full review of the matter. Could you please look at my last email and provide me with the required data and answers?

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.

Hello,

Kindly note that proof was sent to the email address branislav.b@casino.guru.

Best regards.

Bongo.gg Team

Thank you very much, Bongo Casino Team, for providing all the details and additional data.

Dear TolisNk,

Can you please provide me with the following information:

• Your full name and surname
• Your permanent address that you are able to verify
• Your date of birth
• Photos of your ID - both sides

Allow me please also ask you a few more questions regarding your casino account and verification.

In your first post, you mentioned that there were many attempts to verify your account but it was rejected with the excuse that you used multiple accounts. How was this going, please? Do you have any evidence/communication with the casino where I would clearly see that you were informed about an accusation of using multiple accounts and/or refusing your verification?

What payment method did you use in this account for deposits? Are all of the used payment methods still active and valid, please?

Please note every post is reviewed by casino.guru and in the case of personal details, it is marked as private (hidden from the public). However, if it is more convenient for you, feel free to send the necessary data to my email address (branislav.b@casino.guru).

Dear TolisNk,

Thank you for all the information. Your post has been marked as "sensitive" and is hidden from the public.

However, there is not any communication confirming attempts for verification.

In the meantime, I was provided with the required data from the casino. Allow me please to ask you a few questions regarding your account(s).

Your personal details mentioned above relate to a different casino account and a different email address compared to the one you filled in upon submitting this complaint. Can you please somehow rationally explain it? The provided data also confirm that you created another 4 accounts that contain your personal details, but they were altered. The email address el*****lis@yahoo.com was filled in one of the accounts with altered personal details.

How do you imagine your verification, if you would like to withdraw all your disputed funds and it is not possible to verify your identity because of different data used upon registration?

As i mentioned above the verification never completed as the casino closed my account.

when i sent all the informations to them they just closed it with the reason mentioned above.

I sent all the necessary information but none said was incorrect.

how is altered informations as i have send you my ID .

Dear TolisNk,

I am sorry for the delayed reply (vacation).

Your account was closed because there are 4 other accounts that you created in the casino.

As for your question - the personal details from your ID match the personal details from another account created in November 2020. Such an error would be admissible if there was one account with this type of typo in your first and/or last name. However, there are 4 more accounts with the same type of typos made intentionally. This account (el*****lis@yahoo.com) is one of the accounts with altered personal details. Therefore, it is not possible to pass the verification on this account - verification is a must before players are able to withdraw anything from their accounts. Moreover, you used a welcome bonus on at least 2 of these accounts, which breaches the casino's Terms and Conditions.

Anyway, the casino informed me that it is willing and ready to return your deposit(s) made in August (€913.80), but it will need bank details for an active and valid payment method.

Could you please contact the casino and provide it with the valid payment method details to process the refund?

Ευχαριστω πολυ για ολα .

Θα επικοινωνησω με το καζινο αμεσως κ θα διαβιβασω τα εγκυρα στοιχεια μου πληρωμης.

Ελπιζω να μην υπαρχουν προβληματα στην επιστροφη χρηματων.

Ευχαριστω εκ των προτερων.

Hello,

Kindly note that our customer support has received the customer's bank details and forwarded them to the payment team.

We will update the customer additionally once the deposit payout has been successfully processed.

Thank you.

Thank you very much for the updates.

Dear TolisNk,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding a successful withdrawal, or an update. The disputed amount will be updated to €913.80.

Please let us know as soon as you receive the payment.

Hello,

i spoke with the Casino 5 days ago and they told me they send the transaction but today i was informed that the transaction was cancelled from my bank, as Casino informed me.

Today i send them an alternative payment method so will see what will happened.

thank you again.

Hello,

Unfortunately, the payout was rejected by the beneficiary bank, however the customer kindly agreed to provide another IBAN. New bank details have been forwarded to the payment team for processing.

We apologise for the temporary inconvenience caused.

Kind regards.

Hello ,

i have processed my new details 6 days ago but i haven’t received any confirmation that the funds has been send to my account.

@Bongo Casino can you please forward them??

Dear customer,

We will check the status of the payout with the relevant department and come back to you once we have an update.

Thank you for waiting!

Hello ,

and thank you for your quick response.

Greetings all,

Thank you both for the updates.

Dear Bongo Casino Team,

Please, let us know once you receive any information regarding the new payment.

Looking forward to hearing from you.

Hello,

According to the updated information, the payout was processed. If there is no rejection as in the previous case, funds will come within 3 business days.

Please let us know once you receive funds, we hope they will arrive to your account shortly.

Regards.

Hello ,

Thank you and hopefully will be no rejection this time.

I will check my Bank account in Friday and let you know.

Thanks

Alright, TolisNk. Let's provide the casino with a few business days so it can process your refund. I will extend the timer by 7 days, as standard.

Please, let us know once you receive the payment.

Dear customer,

Could you please let us know whether you received the money? As per our data, the payout was processed successfully.

We look forward to your reply.

Kind regards.

Hello ,

I just checked actually 10 minutes ago and i have not received anything yet.

Can you please tell me id the transaction became successful today??

if yes i think it will be showned in some point in the next 2 days.

thanks

Can you please verify that the transaction became successful today?

Unfortunately, we cannot see the transaction status on your issuing bank end. In our system, this bank transfer has a successful status, and it didn't fail as in the first attempt with a different IBAN.

Today is the 4th business day, so we expect the funds to be available to you.

Regards.

Hello ,

Today is the 3rd day but if it looks that is confirmed then i dont think will take long time be showned in my bank account!!

lets wait till Monday and we will speak again if i haven’t received them.

Thanks

Hello ,

since today i haven’t received any funds in my bank account.

can you please tell me if the transaction is still successful and also provide me with GPI Reference ????

This transaction Id that you provide me does not give me any results.

@Bongo Casino Thanks in advance

Hello ,

i just spoke with my bank!

they just reply to the transaction.

if there will be no issues i will have my money till Friday.

so please @Kazinoguru extend the time for 7 days please.

Thank you in advance

Hello,

Could you please explain more in detail what your last reply mean? Did the bank confirm that they see the transaction?

We have asked the payment team to provide a GPI Reference you requested and waiting for their reply.

Kind regards.

Hello ,

I mean when someone send a transaction that is not from Greece ,this transaction has to be forwarded from an Employee of the bank manually.

I spoke with the bank today and they told me they see the transaction and will be sortly in my account if there s no issues.

Thanks

Hello,

That's good to know, thank you! We have the same information from the payment provider, who confirmed that the transaction was successful on their end. And it was SEPA payment, not SWIFT, therefore they cannot provide GPI Reference as requested.

We hope you will get your funds soon, please keep us updated!

Hello ,

By bank just informed me that the money has been returned to Reivent Ltd.

They mention as Bongo Casino has NO license in Greece the money can not be delivered to me via SEPA.

Can we please do it at my Skrill account in order to avoid any rejection's and finish finally with the payment??

Thanks

Hello,

Thank you both for the updates.

Dear Bongo Casino Team,

Is there any alternative and available payment method that could be used for the refund? is it possible to issue a payment via Skrill?

Hello ,

casino Guru i have already spoken with the casino and they will forward the transaction to my Skrill account!

thanks

Great! So, I will now set the timer for you and will wait for your confirmation of a successful payment. I sincerely believe it will work this time.

Please, let us know once you receive your funds.

Yes i think the same!!

Never had problems with Skrill !!

Lets give some time to the Casino.

Thanks again

Hello everyone,

As per the information available, the payout has been already processed to the customer's Skrill account.

We kindly ask the customer to check his Skrill wallet balance and notify us accordingly.

We look forward to your reply.

Best regards!

Hello ,

i would like to inform you that i successfully received the payment.

Thank you both for everything and i apologise for any inconvenience caused.

Thank you.

We are glad that you have finally received the due amount.

We appreciate everyone's assistance and cooperation on this matter!

Regards,

Bongo.gg Team

Greetings all,

What great news!

I am sorry for the delayed reply.

Thank you, TolisNk, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Bongo.gg Team, for your cooperation.

Best regards,

Branislav, Casino.guru