The player from Germany tried to set the deposit limit, but the request hasn’t been processed. The case was rejected since the tool worked according to the casino T&Cs.
Bongo Casino - Player’s deposit limit hasn’t been applied.
Amount: €600
Bongo Casino
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
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Hello dear team, I set a deposit limit of €200 per month on January 29th, 2022.
Unfortunately, the limit did not apply. Worse, I can increase and decrease the limit and increase it again at any time.In responsible gaming - deposit limit mode, once a limit has been set it cannot be changed again until at least 24 hours later. Unfortunately, that's true and I was able to deposit €600. Support not responding. There is no point in offering a deposit limit if it cannot be used at all. I am happy to prove my complaint with screenshots. Many Thanks.
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2 years ago
Dear Aileen,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you confirm your deposit limit, please? I registered and when I set and confirmed the deposit limit and tried to change it later, I wasn't able to do so:
Have you tried contacting the casino via live chat? It should be available 24/7. Please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Thank you for your emails, Aileen. Please note, I used the correct website when testing the deposit limits. I truly believe that you just didn't set the limit correctly. I tested it today again, and I even tried to make a deposit over the limit I set, but I was stopped automatically. Please, see here:
You have to first set the deposit limit and then confirm it again. I tested this twice with two different accounts I created, I used two different deposit limits and it worked perfectly both times. This is what the correctly set deposit limit looks like, and it is different from what I can see in your account:
It seems that you didn't confirm the settings and therefore it didn't work. Unfortunately, I am afraid that there is not much more we could do for you in this case.
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2 years ago
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Hello Kristina, I have sent you a video in which you can see exactly how I lower the limit first, I also get an error message about the deposit limit and then you can see how I can immediately increase the limit and deposit without an error message, please watch the video then you will see that it is a mistake of the casino
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2 years ago
Thank you for the video recording. Have you tried confirming the deposit limit again after setting it?
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2 years ago
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Hello Kristina, in the video you can see that the limit reduction was accepted, because you can see that I then received a notification that I had exceeded the limit, but you can also see that the limit increase was accepted, because I was then able to deposit again, I can make a new video in which I repeat this process several times, accepting the confirmation of the limit each time
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2 years ago
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It seems that they worked on the error, it doesn't appear anymore, but you can clearly see in my video that the reduction and then the increase of the limit was accepted
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2 years ago
Do I understand correctly that you have managed to set the deposit limit without an option to increase it?
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2 years ago
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Hello Kristina, at least I can't deposit at the moment, I don't get an error message, but I'm no longer forwarded to the payment page.
So the casino must have done something.
Unfortunately, despite daily inquiries, I get no answer whatsoever about my refund, the funds deposited over the set limit, or any communication at all about this error from the casino. I am only put off every day that someone reports. No apology, no explanation and no offer of settlement.
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2 years ago
Thank you very much Aileen for your cooperation so far. 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 soon.
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2 years ago
Hello LouAnn123.
Thank you very much for sharing your negative experience with the Casino Guru team. We are now going to reach the casino.
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2 years ago
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Hello, does the casino not give an answer?
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2 years ago
Hello,
Thank you for the request submitted.
We will check the situation in question and come back to you at the earliest possible.
We apologise for any inconvenience caused.
Kind regards,
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2 years ago
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Bongo, you've been telling me that since 02/02/2022 when the problem started. In the meantime you have managed to get the limit to take effect, but I still don't know what happened to the €600 that I paid in over my extra limit that was set for this reason.
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2 years ago
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It's now 16 days and you keep telling me the same thing every day. Although you've fixed the technical error in the meantime, I still don't get any answer as to what's going on with my refund. I don't know, but I'm getting the feeling this is a stalling tactic so I'll eventually give up. But I won't! So please give me feedback at last, or make me any offer for an amicable solution!
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2 years ago
Dear Bongo Casino.
Please, is there any new info about the case? Or do you require more time for further investigation?
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2 years ago
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Hello Jozef, you don't give an answer again... It's been 23 days and there is still no update for me, I don't think that's very serious
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2 years ago
We would like to ask the Bongo casino team 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’.
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2 years ago
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They don't answer again, it's been 27 days now and every day the same answer "your case is being processed, please wait", I hope it has a negative effect on your rating, I don't think that's ok at all
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2 years ago
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29 days, always the same answer, that's absolutely no customer service, I can't understand the good rating, how long it takes
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2 years ago
Hello there.
I have received a reply from the casino, but I've requested more information.
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2 years ago
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Hello Jozef, can you tell me what the casino said? I have no information yet
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2 years ago
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Hello Jozef, is there still no news for me? It's been 36 days now and I still don't know anything.
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2 years ago
Dear LouAnn123.
This is the explanation we received from the casino team:
As it was checked, the deposit limit worked correctly and according to the rule on the website. There are options to set a deposit limit for 1/7/30 days and once the amount is reached you are unable to make a new deposit until your limit is reset.
Once you activate a deposit limit for the first time, the selected limits would be applied immediately, and you will be unable to make any changes within the next 24 hours.
However, if you want to amend a deposit limit afterwards, those changes will be applied immediately.
The first deposit limit was set on the 29-01-2022 13:40:30.201, so the deposit amount did not exceed the established amount.
After that the customer could not make any changes within 24 hours and as logs show (another screenshot), the changes were possible only on 2022-01-31 08:22:20.
I can confirm that the casino team has provided us with evidence sustaining their claims. I am very sorry, but we are forced to reject your case. Although the deposit limit could have been more evident and your case even motivated the casino team to improve it, we still believe you are not entitled to the refund since the tool worked correctly (according to their T&Cs). Additionally, we are convinced that you also carry the responsibility to control your gambling. If you feel uncertain, I highly recommend you check the article, here.
Of course, you have every right to not agree with our decision. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.
Kind regards, Jozef
