Bongo Casino - Player’s struggling to withdraw his winnings.

I mad a deposit last Wednesday of €25 on my PayPal account won 400 and couldn't withdraw because the said it was not a withdrawal method and asked could I transfer payment to that . Come Friday still wasn't able withdraw so I played on and got really lucky but unable to withdraw..come this Monday I was able to withdraw using skill but only allowed 2000 a day which I'm OK with that but after 24 hrs of waiting it returns and all I'm been told is specialist's are looking into it iv made 2 attempts already and its been returned and now on my 3rd try and still been told to wait and be patient but I'm dealing with thus a week today and get frustrated with the same replies...I have sent over all documents and all to verify my account with paysafe and skrill and photo I'd and still nothing

Dear Mickod81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly the withdrawal is currently pending in your account? Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you.

Best regards,

Tomas

I have not this is going on since the 1st ..I have been asked today to send documents again after sending them on the 3rd and there dragging it out totally

Dear Mickod81,

Would you be able to forward the relevant communication between you and the casino to my email at tomas@casino.guru?

3 times asked for documents since 1/2/23 asked for more documents yesterday and now 2 working days into the last of the security verification ..was asked for skill account again with a bank card and a selfie with bank card yesterday

Dear Mickod81,

Assuming you provided the requested documents, is there any news regarding your withdrawal? Do you still require our assistance? Please let me know.

Still no news 17 days dealing with this . last Sunday was asked for the last of my documents and now on day 5 of there security verification and still no word and chat just saying be patient

And up to €7000 now . Put a game play freeze on the account

Thanks for the update, Mickod81, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you very much, Mickod81, for the update. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you

Hi Mickod81,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Bongo Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player has provided for the verification? Have you received all the necessary documents?

Looking forward to hearing from you.

Best wishes,

Natalia

There telling me if it goes passed today it becomes one of them rear cases ..complaints told me that security verification can last up to 30 days chat are saying 5 days and there were we are at now

They won't reply my 5 day security verification was up today and there telling me it could take up to 30 working days

Update. Bongo have cancelled my account and seized my withdrawals saying I had multiple accounts. .. last year I cancelled my account due to hassle I had trying to withdraw my winnings and was under mick*****@gmail.com and left my Bongo casino on my accordance and was not cancelled or barred ...I gave up gambling because I was getting into addiction with it and left altogether and after Christmas I tried again and opened with up to date details as in number address and email as all previous emails numbers changed and had made 3 withdrawals using new details and because I won big again they closed my account and again I made no false claims as I DID leave tge site on my own accordance..if I violated my terms and conditions why did I receive 6000 before closure. Look at recently new account sized my winnings and won't pay out 7000 because of terms and conditions excuses with I didn't break but last year I got my winnings and they claim they cancelled my account after paying out ...doesn't make sence and just making up stuff not to pay out large amounts

Hello,

The account of the customer was blocked due to the T&Cs violation and multiple accounts creation.

Please provide us with the email where we could send you supporting evidence?

Kind regards.

Please provide I was blocked last year after receiving 6000 as I cancelled my own account after withdrawal...and please provide evidence that I had 2 accounts active as of January this Yr and why I was able to make 3 withdrawal this year .. I CANCELLED MY OWN ACCOUNT and would of rejoining on mick*****@gmail.com if I had access to that email address which I have not in a good while and use o*****@gmail.com as j have new phone and beware number and because I bet 25 euro and won 7000 this is what yous are doing

Dear Bongo Casino, thank you for the reply. Please, feel free to send the supporting evidence to natalia.b@casino.guru

Dear Natalia,

Kindly be advised that the response was sent to the provided email.

Please let us know if you require any further information on this.

Regards,

Bongo.gg

Bongo casino refused to show proof that I had 2 active accounts this year ...and last year failed to provide evidence of them closing my account last year when it was me that closed it and casino guru was involved in my 6000 withdrawal and when I received it I closed it down myself

Dear Mickod81, sorry for the late reply. We've received proof from the casino that you have had more than just 2 accounts. If it happens that you forget the credentials from your account, you should always contact support and ask for their help because creating another account is a breach of the terms in every online casino.

However, we'd like to ask Bongo Casino to provide us with more information. Could you please tell us if the player used any bonuses in both accounts or if you could specify any unfair strategies used by the player? Could you please send me any evidence that having multiple accounts has given the player any unfair advantage?

It would be also great if you can share more information on the related accounts you mentioned in your email (if any of them have been verified, and in which way they are connected).

Thanks a lot for your cooperation!

Regards,

Natalia

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.

Dear Mickod81, unfortunately, the casino stopped answering our questions. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Bongo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Matej,

We appreciate your assistance on this.

We have sent you the detailed information and will be looking for your comments.

Kind regards,

Dear casino representative,

I sent you the email regarding this case.

Whats happening with this case

Dear Mickod81, the casino reopened the case and sent me an explanation about what happened and why.

I had some questions regarding the explanation, and I hope that soon we will find a conclusion.

That's great thank you

Can I ask casino guru what has them question bongos evidence on a private email

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.

Good afternoon,

Our colleague has sent a reply to matej@casino.guru, kindly check it out.

Kind regards,

Bongo.gg Team

I am currently at the conference. I checked the email and will reply to you soon. Sorry for the delay.

Dear Mickod81,

Regrettably, we are unable to disclose any evidence provided by the casino. Currently, we are in the process of assessing all the evidence and will provide a comprehensive explanation of the situation once we have gathered all the information.

Dear casino representative, kindly review your email as I have responded to your previous message.

Ok thanks

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.

We are in contact with the casino and are discussing this complaint. Please be patient. We are working on a solution.

No problem

Dear Mickod81,

We apologize for the extended duration of the investigation. Obtaining certain records from 2020 has proven to be a challenge.

However, we have successfully gathered and verified all the evidence from the casino. As a result, we can confirm that we have identified four accounts that belong to you. These include one from 2020, another from 2021, as well as the accounts you mentioned from 2022 and 2023.

We have thoroughly examined the account history, and everything aligns perfectly. Because of that we beleive that the casino acted correctly.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.