The player from Greece had an unwanted bonus added to the account automatically. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Bongo Casino - Player’s bonus has been activated automatically without his consent.
Amount: €230
Bongo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I deposited 230 € they gave me 200 € bonus. As soon as I saw the bonus I asked the live casino chat to cancel the bonus 2 times I asked for it. I started playing for about 20 minutes, went up to € 80 and stopped making withdrawals. I did not play from the bonus or euro. They give me nothing. At the moment my account is 514 € I tell them to give me my money 230 € to leave their casino and I can not get anything. Not even my money? I told them I would post it on the internet because it is a scam. Please if you can protect players from such casinos thank you
Automatic translation:
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3 years ago
Dear Elefterios,
Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your negative experience.
Could you please advise if you have tried to communicate with the casino the option of opting out from any promotional offers prior to start playing? Have you redeemed or obtained any promotional offers from this casino in the past? Could you please forward your bonus history to petronela.k@casino.guru?
Do I understand correctly that you have requested your account to be closed?
Thank you in advance for your reply. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Additional comments from the player:
"Hello thank you very much for your prompt response. Please I have been a gambler for many years. I have suffered a lot from many casinos. This is the first time I have asked for help. So at the casino this was the first deposit I made.
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3 years ago
Thank you very much, Elefterios, for your reply. I have checked the general bonus terms and conditions, and this is what I found https://bongo.gg/en/~/--/bonus-rules:
"Bonus Rules
The bonus amount is displayed under the special bonus account.
In order to fulfil the wagering requirements, both bonus and real money funds can be used, however, please note that real money funds will be used first. While the bonus is active, winnings from all bets are credited to the bonus account."
Do I understand correctly that you have requested the bonus cancellation after placing several bets already?
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3 years ago
Dear Elefterios,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
I have asked to close my account due to addiction but even while 4.5 days have not passed yet my account has not been closed. I am sending you the overall conversation. Me with the bongo casino
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3 years ago
Thank you very much, Elefterios, for your reply. I have checked the Responsible Gambling section, and this is what I found https://bongo.gg/en/~/--/responsible-gambling:
"Self-exclusion by request
You may also contact our Support Team at responsible@bongo.gg and inform us about your decision to stop gambling at the website for a certain period of time or permanently. We will take all measures to block your access to your user account and make sure that you receive no promotional materials. You can contact us at any time of day or night and one of our specialists will guide you through the process. Please kindly note that it may take up to 48 hours to fulfill your self-exclusion requests."
Is responsible@bongo.gg the email address to which you have sent your request? Looking forward to hearing from you.
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3 years ago
Dear Elefterios,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
After a lot of trouble and a threat that I would terminate their casino, my account was permanently closed as I was asking for loads. Unfortunately you can not help me your system will resort to the courts. Thank you very much
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3 years ago
Thank you very much, Elefterios, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint since you won’t be using their services anymore, or there’s anything else we could help you with? Thank you in advance for your reply.
