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

Ich Versuche seit mehreren Wochen mein Account zu verifizieren,aber das Casino macht es nicht, deswegen kann ich auch nicht auszahlen

Dear Maldadorog,

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 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

Ich habe mehre E-Mails geschrieben und keine Antwort bekommen.

Ich habe bei anderen Anbietern mehrmals mich verifiziert und nie ein Problem gehabt,aber hier passiert gar nichts.

Ich habe knapp 6000 Euro erspielt und möchte gerne natürlich ein wenig auszahlen!!!

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

I have reviewed 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.

Borengo Casino, can you please advise on why there are difficulties with the account verification?

hi, please check the money should be on your account

Mein Gott,ich glatt es einfach nicht. Die erste Auszahlung ist da.

Ich danke euch von ganzem Herzen

Es ist unglaublich

Hello Maldadorog,

I'm glad to hear that your issue got resolved. 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. We are here to help.

Dear Maldadorog,

We have re-opened this complaint as you have only been paid the first part of your winnings.

I would like to ask Borengo Casino to respond to this complaint.

Borengo Casino, can you please provide some information regarding the outstanding amount?

Vielen lieben Dank für Ihre Hilfe.

Ich habe nach der Auszahlung von 2000 Euro weiter gespielt und jetzt stehen 6000 Euro zur Auszahlung bereit. Ich hoffe,dass die Auszahlung mit Ihrer Hilfe klappt

Liebe Grüße

Sergej Schwebel

Entschuldigen Sie,ich habe da eine Frage.

Haben Casino angeschrieben???

Letztes Mal haben die schnell geantwortet!

Hello Maldadorog,

Yes, the casino has been contacted, we are still awaiting a response.

I appreciate your frustration regarding your delayed payments but ask for your continued patience while we wait for them to get back to us.

Ich habe da eine Frage. Gib es Möglichkeiten solche Casinos zu verklagen und zu sperren???

Ich habe insgesamt 8000 Euro,die ich auszahlen möchte und ich bin mir ziemlich sicher, dass ich dass Geld nicht bekommen werde. Die haben 2000 Euro ausgezahlt, weil ich 2000 eingezahlt habe. Gibt es Möglichkeit,das Casino zu verklagen????

Hello Maldadorog,

I will attempt to contact the casino once more. If there is still no response, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

If that happens, your next best step would be to contact the Curacao Gaming Authority (certria@gaminglicences.com) or (complaints@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players.

You could also pursue legal action but this may be costly to yourself and I'm afraid is not something we could assist with.

We would like to ask Borengo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Maldadorog,

I have tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority as mentioned previously and submit a complaint to them. Please do let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam

We received this response from the player via email:

"Can you please rate the complaint as "resolved" !! All the money is in my account"

The complaint status has therefore now been updated to 'resolved'.