The player from Germany is experiencing difficulties withdrawing their funds. Player’s complaint has been resolved successfully.
Borengo Casino - Player’s struggling to withdraw their winnings.
Amount: €2,000
Borengo Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Public
Public
3 years ago
Translation
Hi there,
my payout via borengo.com will not be processed. Before that I had already waited two weeks, nothing happened. Then I canceled the payout and requested again, again nothing happened.
My account is fully verified. When I contact the live support, I am repeatedly referred to info@borengo.com, but they never answer. I received several emails to info@borengo.com and never received a response.
The live support doesn’t want to say anything. The payment of € 2,000 is still open. I ask for help.
Automatic translation:
Public
Public
3 years ago
Dear Reshoka,
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? Have you accumulated your winnings with or without an active bonus?
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
Public
Public
3 years ago
Translation
Hello Petronela,
my account is fully verified. All documents have been submitted and my account is on verified. I've attached a screenshot.
I was not given a reason why the withdrawal is not being processed. Several emails were not answered.
Everything is fine with my account. I was not told whether it was an internal problem. No matter how often I contact support, there is no answer. 
All deposits and winnings were made entirely without a bonus.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Reshoka, 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.
Public
Public
3 years ago
Hello Reshoka!
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 the withdrawal issue.
Public
Public
3 years ago
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, we will close the complaint as ‘unresolved’.
Public
Public
3 years ago
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 am very sorry I couldn't help more, and I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
Public
Public
3 years ago
We've received a message from Reshoka:
„Hello,
I received the following email from Borengo on October 22nd, 2021:
However, no money has been received so far. Nevertheless, I would ask that the case be reopened and a new deadline set. If the money comes in, I will let you know immediately.
Best regards and thanks so far"
We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Public
Public
3 years ago
Translation
Hi there,
no money has been received yet. The specified payout days of 2 to 3 days have been exceeded. I ask for an answer from Borengo.
Automatic translation:
Public
Public
3 years ago
Translation
Hi there,
thanks, the money is there. Thanks to Casino Guru! Case can be closed as solved.
Automatic translation:
Public
Public
3 years ago
Great news, Reshoka! Thank you for letting us know. As the complaint has been successfully 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.
