Borengo Casino - Player’s struggling to complete account verification.

Das Casino reagiert auf nichts, was ich denen als Forderung schicke. Weder meine Legitimation noch mein Auszahlungsauftrag wird bearbeitet. Chat von denen beruft sich immer wieder darauf, dass sie ,,nur'' die Technik sind. Ebenfalls werden E-Mails nicht beantwortet. Ich weiß nicht weiter.

Dear dustinschumach1234,

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 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? Could you please advise how many days ago you’ve 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

Hallo, ich habe letzte Woche Dienstag meine Dokumente hochgeladen und Mittwoch eine Auszahlung beantragt. Also warte ich jetzt eine Woche auf die Legitimation und 6 Tage auf die Auszahlung.

liebe Grüße.

Thank you very much, dustinschumach1234, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas 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.

Hello dustinschumach1234!

I will take care of your complaint from now on. I would like to invite representatives of

Borengo Casino into this complaint in order to help us resolve this issue.

Dear Dustin, your account is verified. based on our system there was only 5 x 100 € payouts arranged from your side, all of them got canceled and there is 0 payouts open.

Hello, dustinschumach1234.

Can you confirm your account has been verified? Please, Now that you have your account verified successfully, try to withdraw your balance again and let us know how it went. Keep us updated.

Best regards, Tomas

Ja alles gut. Wurde verifiziert, aber die Auszahlung hätte wieder einmal nicht geklappt, da die AGBs auch hier bei dem Bonus ein Maximaleinsatz von 5 eur vorgesehen haben und ich diesen leider nicht gesehen habe und teilweise auf 7-10 Euro gespielt habe, wo ich mich auch wieder frage, wieso ich überhaupt solche Einsätze spielen kann, obwohl es nicht erlaubt ist.

Dear dustinschumach1234,

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Please send me your game history of the relevant gameplay. My email is tomas@casino.guru.  Thank you in advance for your reply.

Dear dustinschumach1234,

If you wish to continue with the complaint resolution, please send me the relevant game history at my email address. We are extending the timer by 7 days awaiting your documentation.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Hat sich geregelt. Vielen Dank. Das Casino ist reiner Müll und ich werde dort nicht ein Cent mehr einzahlen.

Hello dustinschumach1234, and thank you for your response.

As you consider the matter resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.