An Austrian player had been waiting for over two weeks for their withdrawal. Despite having completed the lengthy KYC process, the withdrawal requests had been rejected multiple times. The responsible department had not responded to the reported issue. However, after contacting the Complaints Team, the player managed to withdraw the amount in six smaller transactions. Despite the difficulties, the player confirmed the receipt of their funds in full. The issue was therefore marked as resolved by the Complaints Team.
Bongo Casino - Player's withdrawal getting cancelled despite verification.
Amount: €340
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
3 months ago
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3 months ago
Translation
For over two weeks now, the casino has been refusing to pay out.
After three cancellation of withdrawal requests, I was pointed to a lengthy KYC (Know Your Customer) process, which I quickly completed.
However, after successful verification, the requests were rejected again. The chat escalates the requests to the responsible department, but they never respond.
Automatic translation:
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3 months ago
Dear DiePartei,
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.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with or without an active bonus?
- If there is any recent correspondence you received from the casino regarding the issue, please forward it to my email at tomas@casino.guru
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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3 months ago
Translation
1) no, no payout to date
2), no, no bonus in any form
3) I'll be happy to forward chat history
Kind regards
Automatic translation:
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3 months ago
Thank you very much, DiePartei, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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3 months ago
Translation
Hello!
I was able to pay out the amount in 6 small withdrawals. It was very tedious, often didn't work, and in the end everything fell apart. So it can be closed, but you can't recommend the bookmaker!
Kind regards
Automatic translation:
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3 months ago
Hello DiePartei,
Do I understand the situation correctly that you have received your funds in full?
I am looking forward to your response.
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3 months ago
Dear DiePartei,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Stefan, Casino.Guru
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