The player from Armenia had submitted documents for verification on 08/08/24 due to a declined withdrawal, expecting the process to take about 5 working days. However, it had taken longer than that, and the casino continued to ask him to wait without providing specific information. The issue was resolved when the player confirmed that the verification check had been successful and he received his payment. The complaint was marked as 'resolved' in the system, and the player expressed his willingness to reach out again if any future issues arose.
Bongo Casino - Player's verification has been delayed.
Amount: 190 ₮
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello, on 08/08/24, I submitted my documents for verification because my withdrawal was declined previously. They mentioned that the verification process takes about 5 working days. It has already been more than 5 working days, and every time they keep telling me to wait and that they don’t know how long the verification will take. I would like you to resolve this issue because it seems like it could take a very long time. They aren't giving me any specific information.
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2 months ago
Dear Arm009,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you accumulate your winnings with or without an active bonus?
- Which documents have already been approved and which ones have not?
- Could you please share your communication with the casino regarding the verification process? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
There was no bonus, I didn't take any bonuses, I accumulated them while playing, there is no news from the documents, I sent all the documents together 
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2 months ago
Translation
Dear casinoguru, the check was successful, I made a conclusion, you can close the complaint this time,,, if there is a problem with this casino again, I will contact you again 😌
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2 months ago
Dear Arm009, thank you for the information provided. Have you received the payment?
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2 months ago
Dear Arm009,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Translation
Yes, I received the payment, and I still play with them, let's see how they will behave in the future! Thanks for everything, I will be in touch with casinoguru
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2 months ago
Dear Arm009,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
