Bongo Casino - Player’s withdrawal delayed due to extended verification.

ΓΕΙΑ ΣΕ ΟΛΟΥΣ ΠΑΙΔΙΑ ΜΗΝ ΜΠΕΙΤΕ ΚΑΝ ΜΑ ΚΑΝΕΤΕ ΛΟΓΑΡΙΑΣΜΟ ΣΕ ΑΥΤΟ ΤΟ ΚΑΖΙΝΟ ΜΠΗΚΑ ΕΚΑΝΑ ΚΑΤΑΘΕΣΗ ΚΑΝΟΝΙΚΑ ΚΑΙ ΜΕΤΑ ΔΕΝ ΜΟΥ ΕΚΑΝΑΝ ΑΝΑΛΗΨΗ… ΜΟΥ ΖΗΤΗΣΑΝ ΓΙΑ 200€ ΝΑ ΚΑΝΟΥΜΕ ΕΠΑΛΗΘΕΥΣΗ ΛΟΓΑΡΙΑΣΜΟΥ ΕΣΤΕΙΛΑ ΤΑ ΠΑΝΤΑ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΕΙΝΑΙ ΕΝΤΑΞΕΙ ΚΑΙ ΣΕ ΠΕΝΤΕ ΕΡΓΑΣΙΜΕΣ ΘΑ ΓΙΝΕΙ Η ΑΝΑΛΗΨΗ ! ΠΕΡΑΣΑΝ 5 ΕΡΓΑΣΙΜΕΣ ΚΑΙ ΜΠΗΚΑ ΝΑ ΡΩΤΗΣΩ ΤΙ ΕΓΙΝΕ ΚΑΙ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΤΕΛΙΚΑ ΜΠΟΡΕΙ ΝΑ ΔΙΑΡΚΕΣΕΙ Η ΕΠΑΛΗΘΕΥΣΗ ΚΑΙ 30+ ΜΕΡΕΣ ΜΗΝ ΜΠΗΤΕ ΠΟΤΕ

Dear Kostaspasiop_013,

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

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Καλησπέρα έχω κάνει αίτημα αναλήψης την τριτη 23/7 ΠΕΜΠΤΗ 25/7 ΕΣΤΕΙΛΑ ΟΛΑ ΤΑ ΕΓΡΑΦΑ ΗΤΑΝ ΣΩΣΤΑ ΟΛΑ ΚΑΙ ΠΑΡΑΣΚΕΥΗ ΚΑΤΙ SELFIE ΠΟΥ ΖΗΤΑΝΕ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΟΛΑ ΕΙΝΑΙ ΟΠΩΣ ΠΡΕΠΕΙ ΚΑΙ ΟΤΙ ΣΕ 5 ΕΡΓΑΣΙΜΕΣ ΘΑ ΕΙΝΑΙ ΕΝΤΑΞΕΙ ΜΕΤΑ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΑΚΟΜΑ ΕΠΕΞΕΡΓΑΖΕΤΑΙ ΚΑΙ ΜΟΥ ΕΣΤΕΙΛΑΝ ΟΤΙ ΜΠΟΡΕΙ ΣΕ ΠΕΡΙΠΤΩΣΕΙΣ ΝΑ ´ΧΡΕΙΑΣΤΕΙ ΚΑΙ ΧΡΟΝΟΣ ΑΝΩ ΤΟΝ 30 ΗΜΕΡΩΝ

I fully understand your frustration, Kostaspasiop_013. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Kostaspasiop_013,

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.

Με έκλεισαν τον λογαριασμό είναι καθαρά κλέφτες

Hi Kostaspasiop_013,

• Could you please advise how long ago you registered your account? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

Thank you.

Μόνο κουλοχέρηδες έπαιξα ήταν νέο account μου είπαν κάτι φίλοι και έκανα εκεί έπαιξα big bass Halloween περισσότερο και με έβαλε και με πλήρωσε πάει αυτό τώρα έχω ήδη μιλήσει σε φίλους που είναι το slots hub στην Ελλάδα με 55.000 ενεργά μέλη να μην μπει κανείς ξανά εκεί

Hi Kostaspasiop_013,

• I apologize, but it seems I didn’t fully grasp how your friends are involved in this situation, possibly due to a translation issue from Greek. Could you please elaborate?

Thank you.

Dear Kostaspasiop_013,

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.

ΕΜΠΛΕΚΟΝΤΑΙ ΣΤΟ ΟΤΙ ΕΓΙΝΕ ΘΕΜΑ ΣΕ ΜΙΑ ΜΕΓΑΛΗ ΚΟΙΝΟΤΗΤΑ ΠΟΥ ΕΧΟΥΜΕ ΚΑΝΕΙ ΟΣΟΙ ΠΑΙΖΟΥΝ ΣΕ ΔΙΑΦΟΡΑ ΚΑΖΙΝΟ ΑΠΟ ΕΛΛΑΔΑ ! ΕΜΕΝΑ Ο ΛΟΓΑΡΙΑΣΜΟΣ ΜΟΥ ΕΚΛΕΙΣΕ ΚΑΙ ΕΧΑΣΑ ΤΑ ΧΡΗΜΑΤΑ ΜΟΥ ΑΥΤΟ ΕΙΝΑΙ ΤΩΡΑ ΤΙ ΝΑ ΠΡΟΣΠΑΘΗΣΩ ΠΟΥ ΑΚΟΜΑ ΚΑΙ ΕΣΕΙΣ ΚΑΝΕΤΕ PROMO ΚΑΖΙΝΟ ΤΑ ΟΠΟΙΑ ΕΙΝΑΙ ΑΠΑΤΗ !

Thank you very much, Kostaspasiop_013, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.  

Hello there,

Thank you Kostaspasiop_013 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bongo Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello,

Please be advised that the account was closed due to a violation of the company’s Terms & Conditions.

The relevant evidence confirming the violation has been sent to the email address [peter.c@casino.guru].

Please review the provided information.

Kind regards.

ΜΑΛΑΚΙΕΣ ΔΙΚΑΙΟΛΟΓΙΕΣ ΕΓΩ ΔΕΝ ΕΧΩ ΑΛΛΟ ΛΟΓΑΡΙΑΣΜΟ … ΚΑΙ ΤΟ ΑΣΤΕΙΟ ΕΙΝΑΙ ΟΤΙ ΜΟΥ ΤΟΝ ΕΚΛΕΙΣΑΝ ΚΑΙ ΑΚΟΜΑ ΜΟΥ ΣΤΕΛΝΟΥΝ EMAILS ΓΙΑ ΠΡΟΣΦΟΡΕΣ ΕΛΕΟΣ

ΚΛΕΦΤΕΣ ΜΗΝ ΜΠΕΙ ΚΑΝΕΝΑΣ ΕΚΕΙ..

Thank you for the evidence Bongo Casino representative.

Dear Kostaspasiop_013, the casino has provided me with evidence of multiple accounts. I highly advise against such behaviour in the future as it is forbidden in most casinos in the industry and lead to your blocking there as well. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. 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.

Kind regards,

Peter