The player from Germany has requested withdrawal a week ago. It has been received.
Borengo Casino - Player’s withdrawal has been delayed.
Amount: €100
Borengo Casino
Safety Index:LowSafety Index
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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
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3 years ago
Translation
Hello I won 400 euros at borengo that was about 2 weeks ago, I verified my account then I went to payout and they wrote me that my account would be checked.
A week ago I received an email from borengo that my payment was accepted and that I will have my winnings in my account in 2-3 days, that was on September 14th, 21st I have nothing on the account so far and I also get an answer via email not and when I write to support I am told they are from the technology and could only pass it on. Can you help me there? Lg dennis K *****
Edited by a Casino Guru admin
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3 years ago
Dear dennisk,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
Could you please advise if you have ever received any payments from this casino? Do I understand correctly that your winnings have been accumulated from a No Deposit bonus solely?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello, I'm glad to hear from you, my payment was approved on 9/14/21 and I was told it would only take 2-3 days I met all the requirements and if I write an email I get no answer. Lg dennis
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3 years ago
Do I understand correctly that your winnings have been accumulated from a No Deposit bonus solely?
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3 years ago
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Yes, my profit was accumulated through a bonus and was also implemented. To this day, no money has been transferred
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3 years ago
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No, that was a bonus when you register you get a 10 Euro bonus and from that I made the profit, I also got an email from borengo that I had fulfilled the bonus requirement
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3 years ago
Thank you, dennisk, for your reply. I have checked the general bonus terms and conditions, and this is what I found https://borengo.com/bonusbedingungen/:
"The maximum payout for no deposit bonuses is € 100. This rule applies to all players from Germany, Switzerland, Austria, Finland, Norway and Sweden. For other countries the price is 50 €.
Example: You receive a free bonus of € 10. From this amount you will receive a profit of € 120 after fulfilling the bonus conditions (eg bonus must be converted x times). A maximum of € 100 can be withdrawn as real money. The remaining balance that exceeds the maximum withdrawal amount of € 100 will be canceled in this case. Attention: After converting bonus funds into real money, the maximum payout amount of the winnings from these real funds is also € 100. This means that all funds that have been generated once with the use of bonus funds can be paid out once up to a maximum of € 100."
Could you please try to request a new withdrawal of €100?
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3 years ago
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Hello, and how should I apply again if they have canceled my winnings
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3 years ago
Do I understand correctly that the winnings have been confiscated completely? Was there any justification given to you?
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3 years ago
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Yes, everything was confiscated and there was no reason they wrote me an email where it says that my profit will be transferred in 2-3 days until today nothing has come
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3 years ago
Thank you very much, dennisk, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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
Hello dennisk,
I looked at your complaint and will do my best to help you. I would like to invite Borengo Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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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
Hello yes cool I'm curious if the money is on it
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3 years ago
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Dear Guru Team, thank you very much for your support, borengo paid me my winnings
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3 years ago
Dear dennisk,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
