Bongo Casino - Player is facing prolonged account verification.

Hello. On 16th November 2023, Bongo casino informed me that I had to undergo a verification process on their website. For verification, I was required to provide: identification confirmation (a photo of my ID, a selfie with this ID in the backdrop of a chat with the customer service), proof of residence (a bank statement), and payment method confirmation (credit card statement or photo of the card). I promptly provided all these documents. Then, the real frustration began. The casino's verification department started to delay the verification process by constantly finding new reasons not to approve my account. After I provided the statement from the card I used to make a deposit, they asked for a six-month bank statement. Next, they demanded receipts for individual transactions from the previously given statement (which I also provided). Then, the casino asked me to explain why the debit from my card did not match the amount credited to their site. The staff seemed unqualified, and I had to explain that the debit from the card was in euros, although the account's currency and the site's currency are both in USD, and that the bank charges a fee for this operation. Later on, the casino requested a statement for a card that I never used to deposit on their site. Regardless, I provided it. They then asked for a receipt from this card for loading money onto my card. This is utterly absurd, as that card was loaded by a third party who has nothing to do with this website, nor does the card itself. As of now, the verification process has been going on for a month. The casino hasn't checked my documents for six days now, even though their regulations state that they shouldn't take more than five days to complete the verification. I contact them almost daily, but it's the same story every time. "Wait, we're checking, this is the procedure." I believe the casino is deliberately dragging the verification process to discourage me from fighting for my money. Please help me recover my funds.

Dear garrrimo51,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain when you registered an account in the casino and how many deposits you made?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please send me recent communication with the casino regarding the issue? My email is tomas@casino.guru

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

Best regards,

Tomas

Good afternoon Registration was made on 11/13/2023. On the same day, only 1 deposit was made. An error occurred when trying to make a deposit; after re-issuing the card, trying again, the deposit was made. I only played slot games. I will send messages from these scammers to you.

They just asked me again for a receipt for replenishing a card with which I did not make a deposit to their website at all. Before this, in the hope that this would help complete the verification process, I asked to send a receipt to the person who topped up my card, but he asked not to provide his personal data to third parties. I hid his information in the statement. But the casino refused to accept this receipt, demanding that all data be visible. Before this, they themselves said that I could hide sensitive personal information in the documents provided. This casino is just a bunch of incompetent people and scammers.

Please answer.

Thanks for your patience.

Sadly, in the situation where a bank statement or similar documents are requested, the expectation is to submit unedited documents. Our recommendation is you send unedited documents to the casino, otherwise, the verification won't be complete.

Please let me know about the result.

Hello. I was saddened by the fact that you did not understand the situation. The casino requires a statement and separate receipts for transactions from a card that is not related to the casino itself. There was no casino deposit from this card. Nevertheless, I sent the receipt, topping up my card, without editing

Hello. I sent the receipt unedited as required by the casino on Friday. It's been 6 days, the casino still hasn't responded. According to their own regulations, they should have provided an answer no later than 5 days... they are doing the same thing - they are just delaying the verification to mock me. And they can do it, my nerves can't stand it anymore. Please, help. This madness has been going on for the second month.

upon my request to give at least some kind of answer, the casino closed my account and stole all the funds. They used a bunch of my personal data. Wasted my time and nerves and stole my deposit.

Thank you very much, garrrimo51, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello garrrimo51,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Bongo Casino to join the conversation.

Dear Bongo Casino,

Can you please provide more information on why has the player not passed the KYC? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

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.

As expected, these scammers ignored my appeal. They also ignored you.

In response to my request to return the deposit, the casino replied that my balance was confiscated and I would not receive any money. I'm desperate.

Dear Michal,

We've sent a comprehensive response along with evidence supporting the company's actions to your email.

Please review it, and we look forward to hearing your feedback.

Regards.

Dear Bongo Casino,

Thank you for your email. I have replied back with some additional questions to better understand the situation.

Once again the casino is stalling for time. They are scammers.

Dear garrrimo51,

I apologize for the delay in updating you on your complaint. The holiday season during Christmas and New Year contributed to the delay, but we are now back to our regular operations, as is the casino team. While I've received some information from the casino team, I still require additional clarification to comprehend the casino's actions fully and determine how we can offer further assistance.

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,

We have submitted a response, and we kindly request you to review and consider the provided explanation.

Thank you.

Thank you for the additional information and the provided evidence, Bongo Casino Team.

Dear garrrimo51,

Although it took a while, we have received all the information and evidence from Bongo Casino to understand their actions.

We have received compelling evidence indicating that your gaming activity aligns with the description provided by the casino team in their email to you. Strong connection with multiple accounts and utilizing forbidden game techniques when playing with a bonus to gain an unfair advantage. Such conduct is generally deemed unacceptable at every online casino. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.

Regrettably, after a thorough examination of all relevant information, we must reject your complaint as unjustified. It is strongly advised that you carefully review the bonus terms and conditions before activating any bonuses, ensuring strict adherence to all rules to prevent disappointments similar to this one. We regret that we could not be of assistance in this matter, but please feel free to reach out in the future if you encounter any issues with this or any other casino, and we will make every effort to provide assistance.

Best regards,

Michal

Casino Guru