Bongo Casino - Player's self-exclusion was ignored.

Hello 

I am hoping you can assist me with complaint please as I am hitting a brick wall with this casino 

On the 16/09/2020 I reached out to live support to take a break from playing as I was playing too much. I received a reply "thank you for your message you will receive a reply shortly" 

I did not receive any reply whatsoever and company are saying they replied asking me how long I wished to take a break for. 

I asked on a number of occasions for proof of where they sent this and received shockingly bad responses including asking me to check junk mail etc. 

I continue playing and lost a lot more money as this company failed to pause my account 

On the T&Cs it states you can send message to live chat and this would be actioned within 24 hours which my request wasn’t actioned 

In the meantime I contact live chat again and ask how could I raise complaint on this. without confirmation of how long I wanted to pause my account the minute I mentioned word complaint my account was blocked 

I find it very strange how they can block me when I say complaint and yet there reason for not actioning my original request was because I didn’t reply saying how long I wanted break for 

Also in the company T&Cs it gives steps to raise a complaint and Woukd Make you think they take this seriously but they do not 

Please see below and note 38 messages sent on this. It’s also worth while calling out I kept receiving replies that this company rejected my mails 

I really appreciate your help in advance 

Regards 

Shirley 

To whom it may concern

I wish to log a formal complaint and request a manager to respond as I am very frustrated with the responses I have received to date.

Background:

I sent message via live chat on the 16/09/2020 stating "Please pause/close my account as I am playing too much"

I received a reply "thanks we will reply to you shortly"

I received no reply to this and as I have a gambling problem I proceed to lodge more and more funds

Complaint:

Had you acted on my request on the 16/09/2020 in line with your T&Cs 4.12 in order to self exclude you must send message via live chat I would not have been able to deposit further funds

I raised a complaint online 23/09/2020 to which immediately (and let me call out) without the need to confirm how long I wanted to take break for my account was blocked immediately

I then send mails back and forth 32 mails to be exact to which "Luis" replied that you had provided me with evidence/screenshots of the fact the reason my account was not blocked as per original request on the 16/09/2020 was "I never replied to colleague"

I requested more than once rather a few times to show me how I failed to reply to colleague as this is the reason my request on the 16/09/2020 was not actioned to which replies were not customer friendly saying please check we sent this

I have checked my Junk mail and other places and nowhere can I find where you replied to me asking how long I wanted a break for

Your T&Cs state just to send message which I did

I do not like the responses received to date and feel they have only frustrated me more in addition you have again failed to act on your T&Cs where you have 11.4 "The company shall confirm receipt of the Client’s complaint by email to be sent within five (5) days"

I did not receive a formal response to my complaint which I require as I am going externally to complain as the responses I received summary below are not good enough

My request wasn’t actioned on the 16/09/2020 as I never replied (no proof of this message sent asking how long I wanted break for)

23/09/2020 I mention the word "complaint" and exact message I sent on the 16/09/2020 and immediately you block my account

You block my account without the need for me to reply what period of time I wish to take a break for however when queried why it wasn’t actioned on the 16/09/2020 the excuse is I failed to reply ???

I think its only fair that you process a full refund of all deposits made since the 16/09/2020

Can I please receive a formal response on this and from management with evidence that you did respond my request 16/09/2020 (Note: in line with responsible gaming T&C’s somebody should not have to reply how long to which they want to take a break for before you action as this is kind of ironic as you did it the minute I mentioned the word "complaint"

Dear Shirley,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would try to contact the casino. How much did you deposit after your first failed attempt to close your account? Did you have any remaining balance when your account got closed? Also please, send me any relevant proof or comunication with the casino regarding the case to nikolas.b@casino.guru. Looking forward to your answer.

Best regards,

Nick

Hello

I have sent on reply as requested

thanks for your help

my balance was less €1 and also note I have received lots of reply’s your my mails saying Bongoo rejected my mails

they claim they sent me proof that I failed to respond how long I wanted to take break for however I did not receive any reply to my original request

I deposited in excess of €500 after I reached out asking to take break as I was playing too much

thanks and I really appreciate your help

Thank you very much Shirley for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Thank you Shirley for all provided information.

I would like to ask the casino what’s their standpoint in this situation. Is the player entitled to any refund?

We would like to ask the Bongo 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

To further back up my complaint regarding this casino not following process for responsible gambling please not thst although they blocked my account once I said I wanted to log complaint I received message with promotions on 15/11/2020

Hi,

Thank for reopening a complaint, we did not receive it initially.

We can provide evidence and all the communication with the customer that proves the we did not receive the request of self-exclusion that the customer is talking about. Please specify an email where we can send it.

Thank you.

Hello

please note below from representative back when I raised the complaint and they admitted that the reason my account was not closed was because I never replied why

in addition I forwarded the trail of 52 mails as part of this process

Hello Shirley,

I am Viliam and I'll try to help you in solving your complaint.

Dear Casino,

please send it to my email: viliam.v@casino.guru.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.