The player from Buenos Aires struggles with account verification at the casino, having submitted multiple documents and completed a video call in October. Despite these efforts, she faces continuous delays and requests for additional verifications, including the verification of her landlord, and has been unable to withdraw her funds for over two months.
Bongo Casino - Player’s account verification is delayed.
Amount: Ł24
Bongo Casino
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8.4
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Case opened
Current status
Waiting for Casino Guru to reply
0d 8h 36m 38s
Case summary
1 week ago
Public
Public
1 week ago
Translation
Hello. How are you? I need your help with this case as I have been very patient, and I feel like I'm simply being scammed.
I opened my account at this casino in September and since October, I've been trying to get the necessary verifications, but I still haven't been verified.
Before you ask me, I didn't use any welcome bonus or anything similar.
I sent all the required documents (photo of my ID, proof of residence, bank statement, selfie with my ID and with the wallet used for the deposit).
Additionally, I had to do a video call of about half an hour with a casino representative.
After that, I had to start another verification process where they asked to verify the person who rents me the place where I live (some of the utility bills where I live are in their name) and I don't understand why they requested verification of that person. I managed to talk to the person and ask them the favor, and we also completed that verification.
So, not only did I complete my verification, but the owner of the place where I live did as well.
It's December 28th, and through chat, they only respond, "the verification is in process and there are no updates."
The first document was sent on October 18th. The verification video call took place on November 6th.
This entire process isn't easy for me because I don't speak English and I'm not very familiar with all this, but I have people who help me (even for making deposits, I get help from friends and acquaintances because I'm not very confident when doing them). The problem is that it becomes a burden for each person I ask for help. Similarly, imagine having to ask the owner of the place where I live to verify themselves at a casino.
I have never experienced anything like this before; I have never been asked to verify another person besides myself.
I have all the chat conversation histories as they are automatically sent by email. Also, I have emails sent to the verification department.
As of today, December 28th, I still have no solution, I haven't had my account verified (despite the platform indicating that it is indeed verified), and I'm not allowed to withdraw any money.
Attached are screenshots of the chat, the first email sent with the documents, and also the verification status of the account (which shows it as verified).
I understand there may be policies and procedures to follow, and I have complied with everything they have requested (not only did I verify myself, but also the owner of the place where I live), but it seems abusive on their part that it's been over two months.
Thank you in advance.
Happy holidays.
If further response is required from me, please be patient as all this isn't easy for me.
Automatic translation:
Public
Public
1 week ago
Dear nascar1337,
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.
- Is your casino profile filled with accurate personal information identical to the information on your documents to your knowledge?
- Did the casino justify its decision to verify your landlord in any way?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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