The player from Germany is complaining about the lengthy verification process. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no any progress even more than two weeks after the casino was notified about the player's complaint.
Borengo Casino - Player’s struggling to complete account verification.
Black points: 57
Amount: €400
Borengo Casino
Safety Index:LowSafety Index
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4.8
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I've been waiting for the verification for 2 weeks. In response to my question, I was informed in the chat that it would be taken care of. Nothing happens. No reaction zero ....
I've never had problems like this at this casino. I've already made my withdrawal amount down.
Automatic translation:
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2 years ago
Dear Anette1701,
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
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2 years ago
Translation
No, I was only told that it would be forwarded and that someone would contact me. This did not happen.
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2 years ago
Thank you very much, Anette1701, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav 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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2 years ago
Hello Anette1701,
I am sorry to hear about the delay in the verification process. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Borengo Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's verification has not yet been completed and what is the reason for this unusually long verification process?
Thank you in advance for providing the information.
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2 years ago
Translation
I suppose they don't respond. But already know it from others. Too bad.
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2 years ago
Dear Anette1701,
The casino has one more day to respond according to the timer I set before.
After this timer has elapsed, we will extend the time one more time and we will try to contact the casino in other ways, outside this official complaint.
Thank you for being patient.
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2 years ago
We would like to ask Borengo Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
Translation
In any case, I thank you for your help. So far I will not recommend this casino to anyone. I've never seen anything like that and it makes you really mad.
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2 years ago
Dear Anette1701,
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
