The player from Greece encountered issues with a casino that did not process a 200€ withdrawal despite having completed account verification. Initially, he was told that the withdrawal would be processed within five business days, but he was later informed that verification might take over 30 days. The casino subsequently closed his account due to a violation of their Terms & Conditions, specifically regarding multiple accounts. The Complaints Team reviewed the evidence provided by the casino and concluded that the actions taken were justified, resulting in the rejection of the player's complaint.
Bongo Casino - Player’s withdrawal delayed due to extended verification.
Amount: €200
Bongo Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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5 months ago
Translation
HELLO EVERYONE, DO NOT EVEN THINK ABOUT REGISTERING AT THIS CASINO. I MADE A DEPOSIT NORMALLY AND THEN THEY DIDN'T PROCESS MY WITHDRAWAL… THEY ASKED FOR ACCOUNT VERIFICATION FOR 200€. I SENT EVERYTHING AND THEY TOLD ME IT WAS OKAY. THEY SAID WITHIN FIVE BUSINESS DAYS THE WITHDRAWAL WOULD BE PROCESSED! FIVE BUSINESS DAYS PASSED, I CHECKED TO SEE WHAT HAPPENED, AND THEY TOLD ME THAT VERIFICATION COULD TAKE 30+ DAYS. NEVER SIGN UP HERE.
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5 months ago
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
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5 months ago
Translation
Good evening I made a withdrawal request on Tuesday 23/7 THURSDAY 25/7 I SENT ALL THE DOCUMENTS EVERYTHING WAS CORRECT AND ON FRIDAY THEY ASKED FOR A SELFIE THEY TOLD ME THAT EVERYTHING IS AS IT SHOULD BE AND IT WILL BE OK IN 5 WORKING DAYS THEN THEY TOLD ME THAT IT IS PROCESSING TO ME TOO THEY WERE SENT THAT MAY IN SOME CASES TAKE MORE THAN 30 DAYS
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4 months ago
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.
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4 months ago
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.
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4 months ago
Translation
They closed my account, they are pure thieves
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4 months ago
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.
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4 months ago
Translation
I only played slots it was a new account friends told me something and I did there I played big bass Halloween more and he put me and paid me that's it now I have already talked to friends that is the slots hub in Greece with 55.000 active members no one enters there again
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4 months ago
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.
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4 months ago
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.
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4 months ago
Translation
THEY ARE INVOLVED IN WHAT HAS BECOME AN ISSUE IN A LARGE COMMUNITY THAT WE HAVE WHO PLAY AT DIFFERENT CASINOS FROM GREECE! ME MY ACCOUNT WAS CLOSED AND I LOST MY MONEY THIS IS NOW WHAT SHOULD I TRY WHEN EVEN YOU DO CASINO PROMO WHICH IS SCAM !
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4 months ago
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.
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4 months ago
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!
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4 months ago
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.
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4 months ago
Translation
SOFT EXCUSES I DON'T HAVE ANOTHER ACCOUNT... AND THE FUNNY IS THAT THEY CLOSED MY ACCOUNT AND STILL SENDING EMAILS FOR MERCY OFFERS
THIEVES DON'T GO IN THERE..
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3 months ago
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
