The player from Germany is experiencing difficulties withdrawing their funds due to limited availability of payment methods and ongoing verification. Player’s complaint has been resolved successfully.
Bongo Casino - Player’s struggling to withdraw their winnings.
Amount: €830
Bongo Casino
Safety Index:HighSafety Index
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8.4
Bongo Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
I could only cash out what I deposited € 100 with trusty, I fulfilled the bonus with trusty, I couldn't cash out I paid in and let the rest of the 830 € claim that the ecopayz problemm and will be back against it in the next few weeks Casinos only make problems do not accept my old German driver's license my EU Greek ID card but deposit there are no problems if you can help me it will be fine Mfg dimosthenis Lamperis
Automatic translation:
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3 years ago
Dear denis1963,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.
Maybe the issue regarding the specific payment method is just temporary. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward your cashier history? My email address is petronela.k@casino.guru.
Regarding the ongoing verification, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.
Have you been advised what exactly seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello, I don't know that this was helpful today I could withdraw my money only with ecopayz very high fees and you have to wait a few days for the money to end up in the account well, thank you very much for your support, I will definitely close my account that hatt me at all Mfg dimosthenis
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3 years ago
Thank you very much, denis1963, for the update. Do I understand it correctly that you've received your winnings and your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
Translation
Hello yes you can close I closed my account in any case, many casinos have problems that even do not accept my German driver's license
I think they do it again when the money is lost again.
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, denis1963, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
