The player from Austria is complaining about the lengthy verification process. The issue was successfuly resolved, the player received their winnings.
Borengo Casino - Player’s struggling to complete account verification.
Amount: €900
Borengo Casino
Safety Index:LowSafety Index
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4.8
Borengo Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Ladies and gentlemen
A week ago I successfully verified my account and then applied for a payout of 900 euros but then they said in the chat there are still documents missing, they submitted it immediately and since then nobody has contacted me have written a number of emails never got an answer I have everything in Screenshot captured I want my money to be paid out to me. Now all of a sudden they claim in the chat that this email address cannot be found
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3 years ago
Dear Lexy0904,
Thank you very much for submitting your complaint and forwarding all the relevant communication. 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 takes 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?
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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3 years ago
Translation
Hello I was not informed that there are any problems, the casino reacts to no email from me in the profile that my account is verified. When I write in the live chat they claim that there is no payout even though I have a screenshot of everything.
I've been waiting for over 10 days even though you said 3 to 5 working days according to the live chat.
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3 years ago
Thank you very much, Lexy0904, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Lexy0904,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Borengo Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
I have all the emails that have sent screenshots as proof and all things my last email was that if my money is not paid out or I do not receive a response, I will initiate legal action
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3 years ago
Hi sorry for the delay, the payment has been arranged and will be effect your account asap.
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3 years ago
Thank you Borengo Casino team for your reply.
Dear Lexy0904,
Please keep me updated.
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3 years ago
Translation
Since I can not see any transactions, I can not track that, a screenshot that 900 euros were open now it no longer says that it is open I wait this week for my money if nothing happens I will of course contact you (CASINO GURU) otherwise like said the case will be reported!
Thank you for your support
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3 years ago
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Hi Peter
Yes the money was paid to me
Thanks for the help
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3 years ago
Thank you Lexy0904 for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
