The player from Greece had experienced delays with his withdrawals totaling 5,300 euros. The casino had claimed that the player's bank rejected the transfers, however, the bank had denied receiving any money transfer from the casino. The casino had been withholding transaction proof and the player's withdrawals had remained pending. The player had accused the casino of being dishonest and insisted that his bank had never received any funds. The casino had maintained that the issue originated from the player's bank and had even offered an alternative withdrawal method, which the player had denied. The player later managed to successfully withdraw funds from the same bank, leading him to believe that the casino had deliberately cancelled his withdrawals. However, we concluded that the player had gambled away his balance before the casino could respond to the complaint, and thus, we could not assist in returning his money. The complaint was subsequently rejected.
Bongo Casino - Player's withdrawals are delayed.
Amount: €5,300
Bongo Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
The casino is unjustifiably delaying my withdrawals. The total amount of withdrawals is 5300 euros. I made a deposit via sepa instant transfer, and the casino's response when they canceled my withdrawals was that my bank did not accept them. I called my bank, and they told me that they saw no money transfer from the casino's sepa account where I had made my deposit. When I asked the casino for a proof of transaction, they refused to provide me with details. My withdrawals are pending. The pending withdrawal transactions are (A2979B72. A8526145. 2455A057. 6E6E666E) total €5300. Thank you.
Dear chapnorris3,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
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
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 delightful holiday season, and we will get back to you as soon as possible.
The casino is lying that my bank canceled all transactions. I contacted my bank by phone and they have not received any funds transfer. The casino still owes me a withdrawal I made with withdrawal code 6E6E666E Which is still in my account history. But I never received the money. The casino is a scam. Also all the withdrawals I sent you in the attachments have been deleted from my account profile history. I'm just not going to play money again in the compared casino they are scammers
Thank you very much, chapnorris3, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Hi chapnorris3,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Bongo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal requests and provide any proof that the player's bank rejected your payments? Have you offered the player any alternative methods for the withdrawal?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hello,
We apologise for the situation that unfolded.
It's important to note that our customer support has repeatedly clarified that the decline stemmed from the customer's bank. We verified this with our payment provider for card payouts, who confirmed the issue originating from the card-issuing bank.
Consequently, we offered the player an alternative method to withdraw funds. Regrettably, the customer chose to use the funds instead of waiting for the transfer to a different method, resulting in a zero account balance.
We acknowledge the inconvenience caused and assure you that we took all necessary steps to address this situation.
We apologise for any inconvenience this may have caused.
Kind regards.
Can the casino please attach the evidence that my bank declined the transactions because my bank never received a transfer of funds for the comparable withdrawals I have pointed out to you earlier. I also want to inform you that the casino never gave me an alternative withdrawal method they just told me to wait and after 2 whole days they continued to tell me that they have transferred the request to the relevant department for an alternative withdrawal method. But I was never approved for a physical casino alternative withdrawal method. I will also attach a screenshot of the chat history with customer support if you wish. Thanks
ΟπωςI also want to inform you that the casino canceled all withdrawals even the withdrawals via sepa. Where withdrawals via sepa for my bank have a limit of €50,000 per day. Please can the casino provide us with all the evidence or return my deposits to my account and find a way for me to make my withdrawals either through neteller or sepa or card. Thanks. I don't think a tangible casino apology is enough. And for no reason bongo casino has this rating from casino guru.
Also to let you know I played bongo casino again and on new withdrawals I made it claimed my bank canceled the transactions but when I complained to customer service they said they fixed it and I can finally make withdrawals. This casino unfortunately has this tactic of canceling the player's transactions without justification. That's why I asked you to send me proof that my bank canceled my withdrawals. They are lying to you. It is the tactic of the casino so that it does not pay the players. I will also file a formal complaint with the Curaçao gambling commission. This casino cheats players. So please bongo casino please attach all the evidence showing that my bank did not accept the money. If the casino doesn't refund my money. I will waste another 10k on lawyers to get this casino to comply and stop cheating players. It is a shame that a casino cheats vip players who play more than 10 thousand euros per month in the casino. Shame on them
Dear chapnorris3, would you please update me about your new withdrawals? Were you able to withdraw this time?
Yes, this time I was able to successfully make my withdrawals specifically at the same bank that before bongo casino canceled the total withdrawals of 5300 euros. So there is no problem with my bank. The casino was canceling my withdrawals because they didn't want to pay me. So please refund me all the money totaling 5300 euros because the casino repeatedly canceled the withdrawals
Dear chapnorris3, I understand your frustration about previously failed withdrawal requests, however, the issue may sometimes lie in the problems with payment providers. It's not always secure that the processing of the payouts works perfectly, that's why you should have waited until it's fixed or until the alternative method was available. I realize you didn't want to wait that long, but we always advise the players to wait and not to play with their balance until there's more information from the casino. In this case, you deliberately gambled your balance away before the casino replied to the complaint, therefore we cannot help you return your money.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
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