HomeComplaintsBorengo Casino - Player’s struggling to withdraw his winnings.

Borengo Casino - Player’s struggling to withdraw his winnings.

Amount: €380

Borengo Casino
Safety Index:Low
Submitted: 23 Sep 2021 | Resolved : 06 Oct 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Germany is experiencing difficulties withdrawing his funds. The issue was successfully resolved, the player received his funds.

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3 years ago
Translation

Payout will not be paid out despite confirmation. At the support On the side you are only told that these employees do not take care of payments and that you should contact an email. Even after several emails no answer.

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3 years ago

Dear Joel,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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3 years ago
Translation

My account has been fully verified, which is also shown on the website. No, I wasn't told why I wasn't getting my payout and I have read several reviews online from customers who have exactly the same problem. If you have any further questions, I can send you screenshots for verification.

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3 years ago

Yes please, forward any relevant screenshots to petronela.k@casino.guru.

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3 years ago
Translation

Did you get the screenshot?

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3 years ago

Thank you very much, DerDrucker, 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 Joel,

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

Hi, sorry for the delay. Due to some technical changes it comes to this delay. You will receive the money today in your account.

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3 years ago
Translation

I received the money, thank you.

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3 years ago

Hi all, thank you for your replies.

Dear DerDrucker,

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

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